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Refund policy
Last updated: May 6, 2026
This Refund & Returns Policy explains how returns, refunds, and exchanges work for purchases made from Kaia Kini Limited, trading as Kaia Kini.
Please read this policy carefully before placing an order.
Nothing in this policy affects your statutory rights, including your rights in relation to faulty, damaged, misdescribed, or non-conforming goods.
1. Return Timeframes
You may request a return for a refund within 14 days of receiving your order.
Once your return request has been accepted, you must return the item to us within 14 days of notifying us that you wish to return it, unless a different timeframe is required by law.
Return requests made outside these timeframes may not be accepted unless required by law.
2. Return Eligibility
To be eligible for a return, the item must be:
unworn;
unwashed;
unused;
in the same condition that you received it;
returned with all original tags attached;
returned with the hygiene liner attached and undamaged; and
returned with proof of purchase or your order number.
For hygiene reasons, swimwear cannot be accepted if it has been worn, washed, used, damaged, altered, returned without tags, or returned without the hygiene liner attached and undamaged.
Please try swimwear on over underwear and avoid removing tags or hygiene liners until you are sure you want to keep the item.
3. How to Start a Return
To start a return, please contact us at:
Email: returns@kaiakini.com
Please include:
your order number;
your full name;
the item you would like to return;
whether you are requesting a refund or exchange; and
the reason for your return.
If your return request is accepted, we will send you return instructions, including where to send your item.
Please do not send items back without contacting us first. Items sent back without first requesting a return may not be accepted.
4. Return Address
Returns should only be sent to the return address provided to you after your return request has been accepted.
Please do not send returns to our registered office or business correspondence address unless we specifically instruct you to do so.
This helps us process your return correctly and avoid delays.
5. Return Shipping Costs
Unless we tell you otherwise, customers are responsible for the cost of returning items.
We may provide a return shipping label where available. If a return shipping label is provided, the cost of the label may be deducted from your refund unless the return is due to our error or the item is faulty, damaged, or not as described.
If your item is faulty, damaged, not as described, or you received the wrong item, please contact us as soon as possible so we can review the issue and make it right.
6. Inspection and Approval
All returned items are inspected once received.
We may refuse a refund or exchange if an item does not meet this policy, including where the item:
has been worn, washed, used, or damaged;
has marks, stains, odours, makeup, fake tan, deodorant, or other signs of wear;
has been altered;
is missing original tags;
is missing the hygiene liner;
has a hygiene liner that has been removed, damaged, or reattached; or
is returned outside the relevant timeframe.
If a return is refused, we may contact you to explain the reason. Where appropriate, we may arrange for the item to be returned to you.
7. Refunds
If your return is approved, we will refund the eligible amount to your original payment method.
We will notify you once we have received and inspected your return and confirm whether your refund has been approved.
Approved refunds are usually processed within 10 business days of approval. Your bank or payment provider may take additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact us at returns@kaiakini.com.
Refunds are made to the original payment method only.
8. Exchanges
For eligible returns requested within 14 days of receiving your order, we may offer an exchange, subject to stock availability.
If your requested exchange item or size is unavailable, we may offer a refund or another available option.
Exchanges are processed after the returned item has been received, inspected, and approved.
The fastest way to secure a different size or style may be to place a new order and return the original item separately.
9. Faulty, Damaged, or Incorrect Items
Please inspect your order as soon as you receive it.
If you believe an item is faulty, damaged, or not as described, or if you received the wrong item, please contact us as soon as possible at hello@kaiakini.com with your order number and clear photos of the issue.
We will review the issue and, where appropriate, arrange a refund, replacement, exchange, or another suitable resolution.
Nothing in this policy affects your statutory rights in relation to faulty, damaged, misdescribed, or non-conforming goods.
10. Non-Returnable Items
The following items may not be eligible for return, refund, or exchange except where required by law:
items that do not meet the hygiene and condition requirements in this policy;
swimwear returned without the hygiene liner attached and undamaged;
items that have been worn, washed, used, damaged, altered, marked, or stained;
items with missing tags or packaging;
items marked as final sale, sample sale, clearance, or non-returnable;
gift cards; and
any other item stated to be non-returnable at the time of purchase.
Items marked as final sale, sample sale, or non-returnable may not be eligible for return, refund, or exchange except where required by law.
11. Sale Items and Discounted Items
Sale items, discounted items, promotional items, or items purchased using a discount code may be subject to different return conditions.
Unless stated otherwise, eligible sale or discounted items must still meet the hygiene and condition requirements in this policy.
Items clearly marked as final sale, sample sale, clearance, or non-returnable cannot be returned except where required by law.
12. UK and International Returns
We accept eligible returns from UK and international customers, subject to this policy.
International customers are responsible for ensuring that returned items are sent correctly and in accordance with any applicable postal, courier, customs, or import requirements.
Where duties, taxes, customs charges, or import fees arise in connection with a return, these may be the customer’s responsibility unless the return is due to our error or required otherwise by law.
13. UK and EU Consumer Rights
If you are a consumer in the UK or European Union, you may have legal cancellation and return rights for online purchases.
Where those rights apply, you generally have the right to cancel your order within 14 days of receiving the goods. You may then be required to return the goods within 14 days of notifying us that you wish to cancel or return the order, unless a different timeframe is required by law.
Your legal rights may be subject to certain exceptions, including restrictions relating to goods that have been used, damaged, personalised, or unsealed where hygiene rules apply.
Nothing in this policy limits or excludes any mandatory consumer rights that apply to you.
14. Returning Multiple Items or Orders
If you are returning multiple items, please include the relevant order number and return details for each item.
Where possible, please do not combine returns from different orders unless we have confirmed that you can do so. Combining returns without clear order information may delay processing.
15. Lost or Delayed Returns
We recommend using a tracked return service and keeping proof of postage until your return has been received and processed.
We are not responsible for returned items that are lost, delayed, or damaged in transit unless this is caused by us or required otherwise by law.
16. Contact
For return, refund, or exchange questions, please contact us at:
Email: returns@kaiakini.com
Our business details are:
Kaia Kini Limited, trading as Kaia Kini
61 Bridge Street
Kington
HR5 3DJ
United Kingdom
Company registration number: 17008225