At Kaya Maise, we want you to shop with confidence. We take great care in selecting quality indoor lighting that brings warmth, comfort, and style to your home. If for any reason you’re not completely satisfied with your purchase, we’re here to help.
This Return & Refund Policy explains your rights, our return process, and how refunds are handled for purchases made through our website.
30-Day Return Policy
We offer a 30-day return period, giving you plenty of time to inspect your purchase after it arrives.
You may request a return within 30 days from the date your order is delivered.
To be eligible for a return, the item must:
- Be unused and in its original condition
- Be returned with all original packaging, accessories, manuals, and components (where applicable)
- Not show signs of misuse, damage, or excessive handling
- Be accompanied by proof of purchase or your order number
Returns requested after the 30-day return period may not be accepted.
Items That Cannot Be Returned
For hygiene, safety, and quality assurance reasons, we cannot accept returns for:
- Items that have been installed or permanently mounted
- Products that have been modified or altered after delivery
- Products damaged through misuse, improper installation, accidents, or neglect
- Clearance, final sale, or promotional items clearly marked as non-returnable
- Gift cards, where applicable
If a returned item does not meet our return eligibility requirements, it may be returned to the customer without a refund.
How to Start a Return
If you’d like to return an item, please contact our customer support team before sending anything back.
Email us at: support@kayamaise.com
To help us process your request quickly, please include:
- Your full name
- Your order number
- The product(s) you wish to return
- The reason for your return
- Photos of the item if it is damaged, defective, or incorrect
Our team will review your request and provide you with the appropriate return instructions.
Please do not return products without first contacting us, as this may delay the processing of your return.
Return Shipping
If the return is due to:
- A defective product
- A damaged item received during delivery
- An incorrect item sent by us
Kaya Maise will provide an appropriate solution, which may include covering the return shipping costs where applicable.
If you are returning an item because you changed your mind or ordered the wrong product, you will generally be responsible for the return shipping costs unless otherwise required by applicable consumer protection laws.
We recommend using a tracked shipping service when returning your package, as we cannot guarantee receipt of items lost during return transit.
Damaged, Faulty, or Incorrect Items
We carefully inspect every order before it leaves our warehouse. However, if your item arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
- Photos of the packaging if applicable
Once reviewed, we’ll work with you to arrange a suitable resolution, which may include a replacement, exchange, or refund where appropriate.
Exchanges
If you would like a different product, colour, or style, we recommend returning your original item (if eligible) and placing a new order once your return has been approved.
This helps ensure the fastest possible processing and product availability.
Refund Process
Once your returned item has been received and inspected, we’ll notify you by email regarding the outcome of your return.
If your return is approved, your refund will be processed using your original payment method.
Refund Timeframe
Approved refunds are typically processed within 10 business days after the returned item has been received and successfully inspected.
Depending on your bank or payment provider, it may take additional time before the refunded amount appears in your account.
If you haven’t received your refund after 10 business days and your payment provider’s normal processing time has passed, please contact us and we’ll be happy to investigate.
Partial Refunds
In certain circumstances, only a partial refund may be issued, including but not limited to:
- Items returned with missing accessories or components
- Products showing signs of use beyond what is necessary to inspect them
- Items returned with damaged or incomplete packaging that affects resale value
Any partial refund decisions will be made fairly after inspection of the returned product.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible.
Orders may only be cancelled before they have entered processing or been dispatched.
Once an order has been shipped, it can no longer be cancelled and will instead need to follow our standard return process.
Non-Delivery
If your order has not arrived within the expected delivery timeframe, please contact us before requesting a refund.
We’ll work with our delivery partners to investigate the shipment and determine the most appropriate solution.
Consumer Rights
Nothing in this Return & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws in the United Kingdom.
Your statutory rights remain unaffected.
Contact Us
If you have any questions about returns, refunds, or exchanges, we’re always happy to assist.
Kaya Maise
Company Name: CLEKEMA
Business Address: Prinses Stefaniplein 19, 8400 Oostende, Belgium
Email: support@kayamaise.com
VAT Number: BE1009.043.290
Company Number: 1.009.043.290
We’re committed to making every shopping experience with Kaya Maise as smooth and enjoyable as possible. Thank you for choosing us to help brighten your home.