Polityka zwrotu kosztów

Return and Refund Policy

At Kasia & Mila, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Eligibility for Returns

To be eligible for a return and a full refund, your item must meet the following criteria:

  • Condition: The item must be in the exact same condition that you received it—unworn, unused, and undamaged.

  • Packaging: It must be returned in its original packaging with all original tags attached.

  • Proof of Purchase: You must provide the receipt, order number, or proof of purchase.

2. How to Start a Return

Items sent back to us without first requesting a return will not be accepted. To start the return process, please follow these steps:

  1. Contact Us: Email our support team at kontakt@kasiaandmila.com with your Order Number and the reason for your return.

  2. Wait for Approval: Our team will review your request. If your return is accepted, we will reply with specific instructions and the exact shipping address.

  3. Ship the Item: Pack the item securely and ship it using a tracked shipping service.

3. Return Shipping Costs & Location (Important)

Please read carefully before initiating a return:

  • International Warehouse: All approved returns must be sent back to our central logistics warehouse located in Asia.

  • Buyer Responsibility: The cost of international return shipping to this facility is the full responsibility of the buyer and is non-refundable.

  • Tracking is Mandatory: We highly recommend using a trackable shipping service. We cannot process refunds for items that are lost or damaged in transit back to us without a valid tracking number.

  • Original Shipping: Original shipping charges (if applicable to your order) are non-refundable.

4. Damages, Defective, or Incorrect Items

We take pride in our quality control, but mistakes can happen. Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item (e.g., wrong size or color), please contact us immediately at kontakt@kasiaandmila.com.

  • Provide Evidence: To help us resolve the issue quickly, please include clear photos of the defect or the incorrect item in your email.

  • Our Resolution: In cases where the fault is ours, we will make it right immediately by sending a free replacement or issuing a full refund, at no extra cost to you. You will not be asked to pay return shipping for our mistakes.

5. Exceptions / Non-Returnable Items

Certain types of items cannot be returned under any circumstances:

  • Earrings: For strict hygiene and safety reasons, pierced earrings can only be returned if they are completely unopened and still in their original, sealed packaging.

  • Custom Goods: Custom or personalized products (such as special engravings or custom-sized orders).

  • Clearance/Sale Items: Unfortunately, we cannot accept returns on final sale items or gift cards.

If you have questions or concerns about the eligibility of your specific item, please get in touch with us.

6. Exchanges

We do not offer direct exchanges. The fastest and most secure way to ensure you get what you want is to return the item you have following the steps above. Once the return is accepted and refunded, you can make a separate, new purchase for the desired item.

7. European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification. The same eligibility rules apply: your item must be unworn, unused, with tags, and in its original packaging. As stated in Section 3, the cost of returning the item to our international warehouse is still borne by the buyer, except where the item is faulty, damaged, or incorrect.

8. Refunds Process

Once we have received and inspected your return at our warehouse, we will notify you via email to let you know if the refund was approved.

  • Approval: If approved, you will be automatically refunded for the price of the item(s) to your original payment method within 10 business days.

  • Processing Time: Please remember that it can take additional time for your bank, credit card company, or payment provider to process and post the refund to your account.

  • Delays: If more than 15 business days have passed since we approved your return and you still have not received your funds, please contact us promptly at kontakt@kasiaandmila.com.