What is your return policy?
The following items can be returned:
-
Unused and unwashed items, sent in original packaging with tags.
- Items with manufacturers defect. Discolouration is not a defect, please see our blog article "How to care for your bedding".
- Items postmarked within 30 days of receiving your order.
The following items cannot be returned:
- Individual items that were purchased as part of a set.
- Items that have been used, washed or removed from original packaging.
- Items that have not been postmarked within the 30 day window.
- Items purchased at a Sample Sale.
- Free gifts or promotional items with retail value.
- Gift Card Sets.
In the event of a return, upgraded shipping charges are nonrefundable.
How can I return my order?
Email us at return@kiaana.com with your order ID, billing zip code and reason for return. A confirmation email will be sent to you on your provided email address with shipping code for pick up of the parcel. Repackage the item(s) you are returning. Please remove any previous labels and/or tape from the package and refrain from using Priority Mail packaging.
When will I receive my refund?
Please allow 10 to 14 business days for your return to process. We will send an email once the item(s) have been received and the refund has been initiated. From this date, the full refund amount will appear back in the original account within three to five business days. If you send your item(s) back outside the 60 day return window, we reserve the right to refuse your return.
How can I exchange my order?
Exchanges are not offered. We recommend returning your item(s) and placing a new order once your refund is processed to avoid multiple charges on your card.
