Refund and Return
Every Kaya bag is handmade to order with care and intention. If you believe your item arrived with a production defect, we are here to help.
Timeframe All refund and return requests must be submitted within 4 days of receiving your package. Any request made after this period will not be accepted, no exceptions. Please inspect your item carefully upon arrival.
How to Submit a Request All requests must be submitted via email to contact@kayaleather-studio.com before any item is returned. Please include the following in your message:
- Your full name and order number
- A clear description of the issue
- Photos of the item showing the damage or defect
Our Customer Resolution team will review your request and respond within 24–48 hours. If your request is approved, we will provide instructions for returning the item to our headquarters in Vietnam.
Shipping Costs Return shipping to our headquarters in Vietnam is the responsibility of the customer. Kaya Leather Studio does not cover the cost of return postage under any circumstances.
What We Cover We accept refund and return requests for items that have been damaged or defective as a result of production. If we determine that the damage occurred during the manufacturing process, we will work with you to resolve it.
What We Do Not Cover We are unable to approve refund or return requests for the following:
- Damage caused by use, mishandling, or circumstances outside of our control
- Damage incurred during shipping — once an order leaves our studio, shipping is outside of our responsibility
- Wrong colours or variants selected by the customer at the time of ordering — please review your order carefully before confirming
- Any request submitted more than 4 days after the package was received
Exchanges Approved requests may be exchanged for an item of equal monetary value to the original purchase.
Monetary Refunds If a monetary refund is approved, please allow 3–4 business days for the payment to be processed back to your original payment method.
For any questions regarding this policy, contact us at contact@kayaleather-studio.com
— The Kaya Team