This Return Policy applies to all items purchased through the Website and shipped within BELGIUM and LUXEMBURG, under the Terms and Conditions of Sale i.e. to any Goods which were supplied in error, were incomplete, damaged or faulty, as well as in case of your exercise of the right of withdrawal pursuant to Clause 9 of the Terms and Conditions of Sale.
Returns of misdescribed goods (with regards to those misdescriptions which are obvious and readily noticeable, such as the color of the product) must be made within 60 days of receipt, or in case of faulty and/or damaged Goods within 2 (two) years from purchase, it being understood that certain Goods are further warranted against possible defects in materials and workmanship for 30 (thirty) years from the date of purchase. For more details, please refer to the Warranty and Product care section [link] or to the hangtag on the Good purchased. Returns in exercise with the right to withdrawal contained in Clause 9 of the Terms and Conditions of Sale must be noticed to us within 30 (thirty) days of receipt of the Goods.
How to make a return
The easiest way to create a return is by using the pre-paid Kiala return labels which you’ll find in your package. Follow the few easy steps mentioned on the consignment note and drop off your package at the nearest Kiala point.
Making a return through the website is easy if you follow the steps below:
1. Go to the track your order page in our footer. 2. Type your order number & your email address and press the “view status” button. You can find your order number in your order confirmation email. It consists of 10 digits starting with “3”. 3. On the pages you can check all details of your order and file for a return using the “request return” link. 4. Select the product & quantity you want to return and quote your return reason. 5. Provide us with a different return address, if needed and select your shipping method. 6. You’ll receive a return confirmation email with attached to it the pre-paid label to stick to your package. 7. Please note that you’ll have to contact UPS yourself to arrange the pickup.
Please note that you have to return the Goods in their original packaging, complete with any related accessories or, hangtags, authenticity tags, protection bags and instruction booklets, together with the consignment note filled out as above. All Goods will be inspected on return. The pre-paid UPS return label provided should be attached to the parcel and you should contact your local UPS office to organise the collection. You will be notified by email once your return has been received and processed. All communications will go to the original purchaser.
Return the Goods in their original packaging, complete with any related accessories, hangtags, authenticity tags, protection bags and instruction booklets, together with the consignment note filled out as above. All Goods will be inspected on return. Stick the pre-paid UPS return label on your parcel and contact the UPS local office to organize the collection of your parcel.
Receiving a refund
Please also note that we will not process your refund until we receive the Goods. Once we receive the Goods, we will:
1. Examine the Goods you have returned to us to verify whether they are faulty, damaged or if they do not correspond to their description on the Website;
2. At your option where the Goods are faulty, damaged or if they do not correspond to their description on the Website: (i) repair the Goods or replace them with new non-faulty or corresponding Goods; or, (ii) refund the price paid for the Goods (along with the original delivery fees). Save that where you have requested, and we are unable to, repair or replace the Goods, we will refund the price paid for the Goods (along with the original delivery fees);
3. Credit the refund for the Goods back to the payment card that you used to pay for the Goods, or repair or replace the faulty or damaged Goods approximately 14 (fourteen) days and in any case no later than 30 (thirty) days from the date that we receive the returned Goods.