Returns
How to Return
Not the one? It happens. We’re here to make things as easy as possible.
For information on returns, please refer to the below table.
| type | returns window (to be received by us after delivery) | returns courier | returns rate | returns fee | no refund |
|---|---|---|---|---|---|
| interiors | 14 days | returns are made using dhl. please email us for your dhl returns label. | actual, non-subsidised dhl shipping charges will be deducted from your refund amount upon processing your return. | no returns fee for regular orders. re-stocking fee of 10% of large or specialised packing or refused parcel. | made to order or custom orders. if returned goods are damaged. orders returned after the 14 day window. where items have been used in photoshoots and/or events of any nature. delayed shipping - 14 days will commence the day after payment is made. missing or damaged goods due to change of delivery preference. refused customs, missed deadlines and wrong address. |
| caps | 14 days | returns can be made using your preferred shipping option. if you selected dhl as your shipping option we can provide a dhl returns label | cost of return shipping at the expense of customer. if using a dhl returns label from us the shipping charge will be deducted from your refund amount upon processing your return. | see caps shipping table as fees vary by location. | if returned goods are damaged or not returned as new. orders returned after the 14 day window. where items have been used in photoshoots and/or events of any nature. missing or damaged goods due to change of delivery preference. refused customs. missed deadlines and wrong address. |
How to Return
Things don't always go to plan.
Returns must be sent back to our warehouse within 14 days of delivery in order to be eligible.
Please ensure you are familiar with the terms on this page before arranging for your return. Before returning please email us to notify us of the return and reason.
Return Cost
Return costs are at the expense of the customer.
If returning via us with DHL Please email us for your label. To find your DHL location click here.
Return rates may vary depending on your location and will be deducted from your refund amount upon processing your return.
Processing Time For Returns
Once your return has reached us, please allow up to 5 business days for your return to be processed. You will be notified via email once your return has been processed.
Refunds
Returns are refunded back to the original form of payment and should appear in your bank account within 5-10 business days depending on your financial institution.
Return Conditions
All returned items must be in original condition.
Caps must be returned unworn and unwashed, with the original tags attached. If the returned item/s do not meet these conditions, it may be returned to you at an additional charge.
Please note old objects and furniture will not look perfect even if they have undergone repair works and will have natural markings. If you would like to return your order on this basis it will be processed as unsuitable and not damaged.
Refused Duties & Taxes
These terms apply specifically to all customers selecting DDU (Delivery Duty Unpaid) at checkout:
Official Importer Status: As the buyer, you are designated as the official importer of record. You assume full legal and financial responsibility for all local import duties, taxes, customs fees, and any country-specific certifications required to clear the goods.
Refused Deliveries: If you refuse to pay local customs charges, the parcel remains entirely at the hands of local customs authorities. It may be destroyed, abandoned, or held indefinitely.
No Liability for Returns: Khayni will not sign, authorise, or accept responsibility for return shipping costs or return customs fees caused by a delivery refusal.
Forfeiture of Refund: Because we do not accept return charges for rejected shipments, no refunds will be issued for any packages refused by the customer.
Incorrect Address
You must provide a valid shipping address. Khayni is not responsible for failed deliveries due to incorrect details. We do not handle or pay for the return of these parcels, and no refunds are due.
Refunds Duties & Taxes
Upon the return of your items, the refund of customs duties and taxes depends entirely on the shipping method selected at checkout:
For DDP (Delivered Duty Paid) Customers: If you chose DDP and paid your duties and taxes directly to Khayni at checkout, these charges will be refunded to you alongside your item return.
For DDU (Delivered Duty Unpaid) Customers: If you chose DDU, all duties and taxes paid to clear your parcel are your sole responsibility. Khayni will not refund these charges. We recommend contacting your local customs office directly to see if you are eligible for a duty repayment within your country.
Customs Clearance Deadlines (Applies to All Shipping Methods)
Please note that these deadline rules apply strictly to all international orders, irrespective of whether you selected DDU or DDP at checkout:
The Importer’s Duty: Certain countries require the local recipient to sign clearance forms, provide identification numbers, or complete specific paperwork before a parcel can be legally released.
Strict Time Limits: Customs authorities operate on highly strict time limits. You must respond to all clearance requests and communication within their specified deadlines.
Our Support Promise: Khayni will always be highly responsive and assist you with any extra product information, commercial invoices, or order data needed to help clear your package.
Forfeiture of Refund: Meeting the final customs deadlines and signing required local forms remains entirely the responsibility of the customer. If a parcel is rejected, abandoned, or destroyed because you failed to respond to customs within their deadline, Khayni will offer no refunds, no replacements, and no return assistance.
Damaged or Faulty Item Returns
If you believe your item is damaged or has a fault, please contact our Customer Service team with your order number and images of the fault. All cushions have a no returns / refund policy for faulty zips under any circumstances.
All issues must be reported to us in writing within 24 hours of delivery with images, including packaging.
Returning an item purchased during a promotion period or with a discount code
All full priced items purchased during a promotional period or where a discount code has been applied are eligible for return to the original form of payment.
If you have any questions please be sure to reach out to customercare@khayni.com