Refund policy

Return & Refund Policy

Last updated: April 17, 2026

KAYLLA stands behind every product we sell. If you are not satisfied with your order, please review the options below.

Eligibility for Returns

You have 14 calendar days from the date of delivery to initiate a return. To qualify, items must be:

Unused and in their original condition
In the original packaging with all tags and accessories included
Accompanied by proof of purchase (order confirmation or receipt)

Gift cards, digital downloads, and final sale items are not eligible for return.

How to Request a Return

To start a return, email us at support@kaylla.shop with your order number and reason for return. Our team will guide you through the process.

Refunds

When your returned item arrives at our facility, we will inspect it and email you the outcome. If approved, your refund will be issued to your original payment method within 5–10 business days.

Payments processed through Shopify Payments are subject to standard bank processing times and may take an additional 3–5 business days to appear on your statement depending on your financial institution.

Late or Missing Refunds

If you have not received your refund after 5–10 business days, please first check your bank account and contact your credit card provider. If the issue persists, reach out to us at support@kaylla.shop.

Exchanges

We only replace items that are defective or damaged upon arrival. If you need an exchange for the same item, contact us at support@kaylla.shop.

Return Shipping

You will be responsible for paying return shipping costs. For your protection on orders over $75, please use a trackable, insured service. KAYLLA assumes no liability for items lost during return transit.

Damaged or Incorrect Items

We take full responsibility for items that arrive damaged or incorrect. Email support@kaylla.shop within 48 hours of receiving your order with photos and your order number.