frequently asked return questions

what is kai's return/exchange policy?

if you are unhappy with your purchase, please follow the instructions below to return your item(s) for a refund or exchange. item(s) must be unused and returned within 30 days after your purchase.

products purchased on

returns and exchanges for these products can be made through refunds require you to provide a proof of purchase from within 30 days from the date of purchase. item(s) must be returned unused. merchandise returned used will not be refunded or exchanged. kai does not pay for shipping.

products will be replaced at kai's cost should there be quality problems with the product such as a malfunction etc.

products purchased from other authorized kai dealers

please return these products to their original place of purchase.

how do i process my return?

to process your return, simply return the item(s) with a copy of your invoice and a note stating the reason for the return. 

where do i ship my return or exchange?

returns and exchanges must be mailed to our warehouse address which is located at the top of your invoice. 

how should i ship my return or exchange?

pack and seal your box securely, in the original package if possible. ship your return/exchange with a carrier who will provide a tracking number to ensure that your package does not get lost. packages must be returned prepaid. kai does not accept cod.

when will my credit card be refunded?

once your package has been received, your refund or exchange will be processed within 3-5 business days. if there is a refund due, a credit will be issued in the original form of payment. please note that you will not be refunded for shipping charges.

the credit may not show up until your credit card's next monthly billing cycle. you will be notified via email to the address listed on your order when this transaction has taken place. please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

how do i return a defective product?

kai wants you to be 100% satisfied with your purchase from you may return any unused item within 30 days of purchase. for damages or defects please contact kai's customer service team immediately by calling 888-496-3505. if damaged items are returned without calling for authorization, return shipping will not be refunded.

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