Refund & Returns Policy

Last Updated: 12 July 2026

At Ikaya Living, we want you to love your purchase. If something isn't quite right, we're here to help. Please read our Refund & Returns Policy below.

1. Our Promise

We stand behind the quality of our products. If your item arrives damaged, faulty, or incorrect, or if you've simply changed your mind, please reach out to us and we'll do our best to make it right.

2. Change of Mind Returns

If you've changed your mind about a product:

You may request a return within 7 days of receiving your order
The item must be unused, unwashed, and in its original packaging, with all tags and labels attached
Proof of purchase (order number or confirmation email) is required
Please note that delivery fees are non-refundable, and you will be responsible for the cost of returning the item to us, unless the return is due to our error

To start a change-of-mind return, please email us at support.kayaliving@gmail.com with your order number and reason for return.

3. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered:

Please contact us within 48 hours of delivery at support.kayaliving@gmail.com
Include your order number, a description of the issue, and clear photos of the item and packaging
We will assess the issue and offer a replacement, repair, or full refund (including original delivery costs), at no additional cost to you

4. Items That Cannot Be Returned

For hygiene and safety reasons, the following items cannot be returned unless faulty or damaged on arrival:

Items that have been used, assembled, or installed
Items without original packaging or tags
Items purchased on clearance or marked as final sale (if applicable)

5. How to Request a Return

Email us at support.kayaliving@gmail.com with your order number and reason for the return
Our team will review your request and provide return instructions within 1–2 business days
Once approved, please package the item securely to prevent damage in transit
Send the item back to us using a trackable courier service (we recommend this to ensure safe delivery)

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed within 5–7 business days
Refunds will be issued to your original payment method
Please note that it may take additional time for the refund to reflect in your account, depending on your bank

7. Exchanges

If you'd like a different size, colour, or product instead of a refund, please let us know when you contact us. Exchanges are subject to product availability.

8. Late or Missing Refunds

If you haven't received a refund within the expected timeframe:

Check your bank account again
Contact your bank or card provider, as processing times can vary
If you've done this and still haven't received your refund, please contact us at support.kayaliving@gmail.com

9. Your Consumer Rights

This policy is in addition to, and does not affect, your statutory rights as a consumer under the Consumer Protection Act 68 of 2008, including your rights relating to faulty, defective, or unsafe goods.

10. Shipping for Returns

Unless the return is due to our error (e.g., faulty, damaged, or incorrect item), the cost of returning the item to us is the customer's responsibility. We recommend using a trackable courier service, as we are not responsible for items lost or damaged in transit back to us.