Effective date: October 15, 2026 (Pacific Time)

This policy applies to orders placed on or after the effective date. Orders placed earlier keep the return and exchange terms offered when they were purchased, including any promise of free outbound size-exchange shipping. The holiday extension below can also extend an eligible earlier order's return window.

Your legal rights remain in place. Where consumer law gives you additional rights or requires a different refund, deadline or remedy, we'll follow those requirements.

Starting a return

Email kai@kayoz.ca with your order number, the item you'd like to return and whether you'd like a refund or an eligible exchange. For a gift, an order number or gift receipt helps us find the purchase.

For an ordinary sizing or change-of-mind return, contact us within 30 days of delivery. We'll send instructions and the return address in Surrey, British Columbia, Canada. Please contact us before sending anything back so we can match the parcel to your order and provide customs instructions.

Dispatch the return within 14 days of receiving our instructions and send us the tracking number. If a legal cancellation deadline applies, your timely notice is valid without waiting for our approval, and the legal return deadline applies.

Return condition

For ordinary returns, items must be unworn, unwashed and unaltered, with their original tags attached. Trying an item on indoors to check the fit is fine. Please return any accessories or components sold as part of the item, and pack everything securely.

We may decline an ordinary return that doesn't meet these conditions. These conditions don't remove your rights for defective goods or your right to reasonably inspect goods under applicable consumer law.

US size changes

For new US orders covered by this policy, size changes are handled as a return for a refund followed by a new purchase. We don't offer direct size exchanges on these orders.

You pay the return postage to Surrey. If you want another size, place a new order through our website. The new order has its own price, shipping charge and promotion terms, as shown at checkout. We don't reserve stock or guarantee that the original sale price will still be available.

You can reorder before your return is processed if you'd like to secure an available size, but you'll pay for the new order while waiting for your refund.

Exchanges for other destinations

For Canadian and other non-US orders, eligible size exchanges remain available, subject to stock. You pay return postage and we cover outbound shipping for the size exchange. Any import charges for non-US international destinations follow the duties section below and applicable law.

We'll confirm availability before you send the item back. If your requested size is unavailable, you can choose an eligible refund instead. Store credit is available only if you agree to it.

Refunds and shipping costs

An approved merchandise refund is based on the amount you actually paid for the returned item, after discounts, plus any refundable sales taxes. We refund to the original payment method, in the original checkout currency.

For voluntary returns, the original shipping charge and your return postage are non-refundable, except where the law requires otherwise. We don't add a general restocking fee, payment-processing fee or currency-conversion fee to an ordinary return. Your bank or payment provider may apply its own exchange rate or fees if your account uses another currency.

We process ordinary refunds within 5 to 10 business days of receiving and checking the return. Your payment provider may take additional time to post the credit. Any legally required earlier refund deadline takes priority.

We don't retroactively charge shipping that was free on the original order, and we don't deduct a separate import-duty amount from a US item's duty-inclusive merchandise price.

Sale and final-sale items

Discounted items, including Black Friday purchases, follow this policy unless the specific item was clearly marked FINAL SALE before you purchased it.

Final-sale items aren't eligible for voluntary sizing or change-of-mind returns or exchanges. Final sale doesn't remove your rights if an item is defective, incorrectly supplied or covered by a statutory cancellation right.

Holiday gifts: 2026

For eligible purchases placed between November 1 and December 31, 2026, you can request a return until January 31, 2027, or 30 days after delivery, whichever is later. The usual item-condition requirements and final-sale exclusions apply. Dispatch the return within 14 days of receiving our instructions.

Gift recipients can contact us with an order number or gift receipt. A payment refund goes to the original purchaser's payment method. Gift store credit can be arranged by agreement. US gift sizing changes use the return-and-repurchase process above; other eligible gift exchanges depend on stock.

Free gifts and promotions

You can keep a separately supplied free promotional gift when making an eligible return. We don't deduct its advertised retail value from your refund, and a free gift has no cash refund value. Accessories sold as part of a garment or paid bundle must be returned with that item.

A return or exchange doesn't automatically qualify you for another promotional gift. A new purchase follows the promotion's published eligibility rules. Refunds for paid bundles are based on the price allocated to the returned items after the original bundle discount.

Preorders and made-to-order items

Production and estimated delivery details are shown on the product page. Contact us if you need to cancel before dispatch. Any cancellation restrictions apply only if they were disclosed before purchase and remain subject to your legal cancellation rights, including rights relating to delayed or missing delivery.

Standard preorders have the same return window after delivery as other eligible items. Ordering a standard size in advance doesn't automatically make it a personalised or final-sale item. Any restrictions for genuinely personalised or custom-made items will be clearly disclosed before purchase and apply only where permitted by law.

Damaged, defective or incorrect items

If your item arrives damaged, defective or different from what you ordered, email kai@kayoz.ca promptly with your order number and, if possible, photos showing the issue.

We'll arrange an appropriate resolution, including a refund, repair or replacement as required by applicable law. We cover necessary return shipping and shipping for an agreed replacement. You won't pay a size-change fee or a restocking fee for our mistake. If a replacement is unavailable, we'll offer the refund or other remedy you're entitled to.

Please let us know as soon as you notice a problem. There is no 48-hour cutoff that removes your legal rights, and you don't have to accept store credit instead of a refund you're entitled to.

Statutory cancellation rights

Our voluntary return terms, final-sale labels and returned-to-sender deductions don't override mandatory consumer rights.

Where UK or EU distance-selling withdrawal rights apply, you can generally notify us of cancellation within 14 days of receiving eligible goods and have a further 14 days to send them back. For a qualifying full-order withdrawal, we'll refund the standard outbound delivery charge as required by law. You pay direct return postage where properly disclosed and permitted; we won't apply an administrative restocking penalty. Statutory inspection and refund-timing rules apply, including any right to a refund based on proof of dispatch.

Where BC or another jurisdiction requires a full refund for a qualifying statutory cancellation, we'll refund the required fees and taxes without prohibited deductions and within the required deadline.

Questions? Email kai@kayoz.ca and we'll help you work out the next step.

For customs and packages returned to sender, see the Shipping Policy section below.

Shipping and Delivery Times

Orders ship within 1 to 2 business days (excluding weekends and major holidays). Preorder and made-to-order items are subject to production time before shipment. Orders containing preorder items ship together in one package.

You'll get a shipping confirmation email with tracking info and an estimated delivery date.

Domestic: Canada
International: Worldwide with tracked shipping options (some countries may have limited tracking availability)

We're not responsible for stolen or lost packages after delivery, or for carrier delays outside our control.

Duties and customs

US deliveries: Duties and import fees are included in the price paid at checkout. If a carrier requests an additional import payment, contact us with the notice so we can resolve it. We won't treat refusal to pay a charge that we promised to cover as a customer-caused return.

Other international deliveries: Import duties, taxes and carrier clearance charges may be payable by the recipient where these were disclosed before purchase and aren't included at checkout. Any known charge and its currency will be shown before you purchase; charges that cannot reasonably be determined in advance will be identified as such.

For a cross-border return, follow the customs instructions we provide and use an accurate description and value. A return isn't automatically duty-free. Don't declare purchased merchandise as a gift or give it a zero value just because you're returning it. Contact us before sending if you're unsure about the paperwork or carrier.

Amounts paid directly to a customs authority or carrier must be pursued through that authority or carrier's refund process. We'll provide available order documents to help. We'll refund any amounts we're legally required to refund.

Packages returned to sender

Please check your delivery address before ordering, follow tracking updates and collect parcels within the carrier's deadline. Email us promptly if something looks wrong.

If a parcel comes back because you supplied an incorrect or incomplete address, didn't collect it after adequate delivery or collection notice, refused it for personal reasons, or didn't pay properly disclosed recipient import charges, we may deduct the following from an eligible refund only where permitted by law and disclosed before purchase:

• Actual carrier charges for returning the parcel to us.
• Actual, nonrecoverable duties, brokerage or clearance charges caused by that return.

For these customer-caused returns, the original shipping charge is also non-refundable where permitted by law. We'll give you an itemised explanation of any deductions and identify the currency. We'll account for carrier refunds, recoverable taxes and other credits, avoid charging twice for the same cost, and won't add a flat penalty or charge our payment-processing fees. Deductions won't exceed the otherwise refundable amount.

We don't make these deductions for our addressing or customs error, carrier error, or an unexpected US import charge we promised to cover. If the reason for the return is unclear, we'll investigate before treating it as customer-caused. Statutory cancellations are handled under the applicable legal rules.

Once the parcel is back with us, we'll contact you about the next step. Reshipping requires a confirmed address and your acceptance and payment of a new shipping quote, unless we're responsible for correcting the delivery problem. We won't reship automatically.

If you prefer a refund, we'll explain the eligible amount and process it under this section. If we haven't heard from you within 14 days of our notice, we'll process an eligible refund rather than leave the order unresolved. A legally required earlier deadline takes priority. Preorder or final-sale status doesn't automatically forfeit payment for an undelivered order.

These terms apply to orders placed on or after October 15, 2026 (Pacific Time). Earlier orders keep their purchase-time terms. Mandatory consumer rights and statutory refund deadlines take priority.

Last updated: March 11, 2026

KAYOZ operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). KAYOZ is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

• Contact details including your name, address, billing address, shipping address, phone number, and email address.
• Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
• Account information including your username, password, security questions, preferences and settings.
• Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
• Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
• Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
• Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

• Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
• Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
• From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
• From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

• Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
• Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
• Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
• Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
• Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

• With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
• With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites. You can exercise your rights to opt-out of those uses here .
• When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
• With our affiliates or otherwise within our corporate group.
• In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

• Right to Access / Know. You may have a right to request access to personal information that we hold about you.
• Right to Delete. You may have a right to request that we delete personal information we maintain about you.
• Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
• Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
• Right to Opt out of Sale or Sharing for Targeted Advertising. Depending on where you reside, you may have a right to opt out of the "sale" or "share" of your personal information or to opt out of the processing of your personal information for purposes considered to be "targeted advertising", as defined in applicable privacy laws. You can exercise your rights to opt-out of those uses here. Please note that if you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will automatically treat this as a request to opt-out for the device and browser that you use to visit the website. If we are able to associate the device sending the signal to a Shopify account, we will apply the opt out request to the account as well. To learn more about Global Privacy Control, you can visit https://globalprivacycontrol.org/. Other than the Global Privacy Control, we do not recognize other "Do Not Track" signals that may be sent from your web browser or device.
• Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

If you reside in the UK or European Economic Area, and subject to exceptions and limitations provided by local law, you may exercise the following rights in addition to the rights outlined above:

• Objection to Processing and Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information for certain purposes.
• Withdrawal of Consent: Where we rely on consent to process your personal information, you have the right to withdraw this consent. If you withdraw your consent, this will not affect the lawfulness of any processing based on your consent before its withdrawal.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority. For the EEA, you can find a list of the responsible data protection supervisory authorities here.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at kai@kayoz.ca or contact us at 6036 164th Street, #40, Surrey, BC, V3S 3Y5, CA For the purpose of applicable data protection laws, we are the data controller of your personal information.