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Returns & Refund Policy

Returns Policy

Kualesa holds dear your satisfaction with our products and services in the highest regard.

While our items are produced and sold in an eco-conscious way, we understand that there may be the rare case of small blemishes on our items. This can result from the printing and dying process on our bamboo textiles. We do apologise that Kualesa will not be able to accept exchanges or refunds in this case.

If you are required to return your order for any of the reasons below, we only accept returns of unused and undamaged items within seven (7) days of receipt

If your product satisfies the following scenarios, you may be eligible for a free return:

- If you ordered a product but it does not match your desired fit we are able to process an exchange for your desired size. We are happy to bear the shipping & fulfilment costs for you to ensure you receive the exact item you want!
 
- In the case we do not have your desired size in stock, we are able to either offer you an alternative product or give you a promo code amounting to the full price of your returned product, so you are able to exchange it with something to your liking.
 
- Unfortunately, for size-matching scenarios, we are unable to process refunds.
 
- If you ordered multiple products and wish to exchange only one piece, you will be responsible for the full price of the piece(s) you keep.

      For all exchanges, products are not guaranteed in stock and will only be reserved for you once your returned item has been received by our logistics partner.

      Returned items must have their tags attached and must not be soiled, altered or washed in any way. Kualesa reserves the right to refuse a returns if the conditions above have not been met.

      Don’t worry about the return shipping cost! It will be borne by Kualesa.

      For more information, please contact us at info@kualesa.co or drop us a message via our Live Chat

      How do I return my product(s)?

      1. Please use our Live Chat feature to initiate your return, or email us at info@kualesa.co with your full name, the tracking number, the name of the item(s) you would like to return, the reason for returning, and your preferred date for pick-up.
      2. You will receive a confirmation email from our delivery partner, together with our delivery partner’s shipping label (and invoice if international), who will collect your repackaged item. Please print these documents out and provide them to your courier upon collection.

      Your exchange will be processed once your returned package is received in our warehouse. The entire process can take around ten (10) business days depending on your country of residence (please see Shipping & Delivery).

      For Australian customers: Please alert our Live Chat to initiate your returns. Once this is received in our partner's warehouse, we will send off your preferred exchange!

      Refund Policy

      We accept refunds for any defective items. We take the quality of our apparel very seriously. If you have received the wrong product(s) or noticed any defects on the product(s), please let us know your order number or send us pictures as supporting evidence to info@kualesa.co or via Live Chat. Upon confirming a valid illegitimacy in your order, we will immediately ship out the correct or replacement item to you. We will then troubleshoot the inaccuracy of the order with our logistics partners.

        Once a refund is issued, you will see the refund as a credit approximately 5-10 business days later, depending upon the bank. If required, we can provide you with an Acquirer Reference Number (ARN) corresponding to the refund which can be provided to your bank. With the ARN, your bank will be able to provide more information about when the refund will be available (They’re only supported for Visa and Mastercard transactions and it takes 1-3 business days after initiating the refund).

        Refunds issued shortly after the original charge appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued.

        Refunds can only be sent back only to the original payment method used in your purchase. It’s not possible to send a refund to a different destination (e.g. another card or bank account).

        For more information, feel free to contact us at info@kualesa.co or drop us a message via our Live Chat.