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Return Policy

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 15 days of receiving your order to request a return.

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from Kaino & Co. will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Once shipped, an order cannot be cancelled. However, the product may be returned in accordance with the other return guidelines listed in this policy. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

If an item hasn't been received after the time frame stated in our Shipping and Delivery policy (3-8 weeks plus days in processing), please contact us at servicedesk@kainoandco.com to request that another order, identical to original, be re-shipped. We DO NOT offer refunds based on slow shipping times. We do apologize for the shipping delays due to the COVID-19 outbreak and thank you for your patience.

We do not offer cash refunds. If a refund is necessary, it will be given in the form of store credit in the amount of your original payment.

Returns made without receipt may be refused. Kaino and Co. reserves the right to deny any return or refund for any reason.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit, or the wrong product?

Please contact our Customer Support team (Contact us page) to start the return process. Please include the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refunds exclude all shipping and handling fees. 

 

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make. Please note that orders can only be cancelled within 4 hours after being placed. This is due to our suppliers preparing our products for shipping very quickly after we process each order.