Refund policy

Returns, Refunds & Exchanges

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.

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.

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.