RETURN AND REFUND POLICY
We are committed to providing high-quality products and a satisfying shopping experience. Our return policy is valid for 14 days from the delivery date. If more than 14 days have passed since you received the item, unfortunately we cannot offer a refund or exchange.
Returned items must be unused, in the same condition as received, and in the original packaging.
Please contact our customer service at support@kaisio.com before returning any item. Please read the following guidelines carefully before sending the product back.
Order Cancellation
If you have already paid for your order but it has not yet been shipped, you may request a cancellation. In the event of cancellation, platform or payment provider transaction fees will be deducted from the refund amount. We appreciate your understanding. Please contact our customer service as soon as possible for assistance.
Once the order has been shipped or is already in transit, it can no longer be canceled. If you still wish to return the item, please follow the return process.
Return Conditions
We accept return requests within 14 days of receiving the item. Requests submitted after this period will not be processed.
Returned items must:
• Be unused and unwashed;
• Be in the original packaging;
• Include all original accessories, tags, manuals, and the invoice or order number.
Returns will not be accepted if the item:
• Has been used;
• Is damaged, stained, has odors, missing parts, or is otherwise no longer resalable.
Please do not send the item back to the manufacturer.
Return Shipping Costs
We will cover the return shipping costs if the return is due to the following reasons:
• The item has a quality issue;
• You received the wrong item.
The customer must send photos or videos as proof to support@kaisio.com. After confirmation, you will receive return instructions and reimbursement for the shipping costs.
If the return is due to the following reasons, the customer is responsible for the return shipping costs:
• Personal reasons (e.g., dislike the item, wrong size, mistaken order, does not meet expectations);
• Incorrect address, refused delivery, or failure to collect the package on time.
Note: If the return package is sent without tracking or if the goods are damaged or lost due to insufficient packaging, we assume no responsibility and the refund cannot be processed.
Refund Process
After we receive the item and complete the quality inspection, the refund will be processed within 5–7 business days.
The refund will be issued through the original payment method (e.g., credit card, PayPal, Klarna).
Processing times may vary depending on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund after the expected processing time, please follow these steps:
• Check your bank account or payment account;
• Contact your bank or payment provider (e.g., credit card company, PayPal, Klarna) to confirm the refund status;
• If you still have questions, contact us at support@kaisio.com — we are happy to assist you.
Exchange Policy
We only accept exchanges if:
• The item has obvious quality defects;
• The item was damaged during transportation;
• The exchange is for the same model and style.
To request an exchange, you must contact us within 48 hours of receiving the item and send photos or videos to support@kaisio.com. Exchange requests submitted after this period will not be processed.
For exchanges due to personal reasons (e.g., wrong size or color), the customer is responsible for the shipping costs.
Please note that exchanged items cannot be returned or exchanged again.
Handling of Gifts and Free Items
If your order included a free gift, it must be returned together with the main item. If it is not returned, the value of the gift will be deducted from your refund.
If your order was marked as a “gift” at the time of purchase, the recipient will receive a gift voucher of equal value upon return.
If the order was not marked as a gift, the refund will be issued to the original purchaser.
All free items are complimentary and are not included in the product price.
We do not provide replacements or compensation for damaged, lost, or out-of-stock free items.
Return Address
You must contact customer service to obtain the correct return address.
⚠️ Please do not return the package without contacting us first. Returns without prior authorization will be rejected and not refunded.
Note: The return address is not the same as the address on the shipping label.
Common Return Address:
Recipient: PATAC GMBH-LY-FXGJ
Address: Halskestraße 31–37, Halle A9
City: Ratingen
State: NRW
Postal Code: 40088
Country: Germany
Before returning an item, please email support@kaisio.com to:
• State the reason for the return;
• Obtain authorization and detailed return instructions.
The customer is responsible for return shipping costs.
We do not accept cash-on-delivery packages. Shipping costs are non-refundable. For approved refunds, return shipping costs will be deducted from the refund amount.
If a shipment is returned, destroyed, or lost due to customer error (e.g., unclaimed package, refused delivery, incorrect address), we assume no responsibility and no refund will be issued.
The delivery time for returned or exchanged items may vary depending on your location.
We recommend using a trackable shipping service and purchasing shipping insurance when returning items.
We cannot guarantee that we will receive the returned item.