Yes, the exchanges will be at Kaio Dia SA managements sole discretion depending on the condition of the product.

If you wish to proceed to the exchange of one or several items (size, color, model…) you will have to inform us by e-mail support@kaio-dia.co.za before returning it within 14 days of purchase.

Please Note:
You will have to cover all the postage fees for us to be able to exchange the product.

You are responsible for packing the product safely and securely for return to ensure against damage in transit.

In general, once we have received the returned product, your return request will be processed within 10 business days. Once your returned product has been validated, your account will be credited, unless you requested a replacement, refund, or an exchange.

However, for products that fall within the extended supplier’s warranty, the process can take up to 15 business days. At that stage, because we want your experience to be as good as possible – if the supplier or manufacturer has offered you a repair/replacement but it takes longer than 15 business days to resolve the matter, we will get in touch with you to see if you would rather receive a credit/refund directly from us.

Refunds are bank-dependent and may take up to 10-14 working days to reflect.

You will receive an email notification once your return has been received.

When logging your exchange/return request with us, you can select a preferred action. While we will do our best to fulfill this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. The available options include the following:

• Credit my account (default) – The amount is credited to your Kaio Dia SA account.
• Exchange – You can request an exchange if you’d like a different size and/or colour of the same product, which is available.
• Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available.
• Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.

Once you have received confirmation that your refund has been approved, refunds are bank dependent and may take up to 10-14 working days to reflect.

Please note:
We only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.

Yes, sale products can be returned.

If you’re returning a sale product for a credit, the reduced price paid at the time of purchase will be credited back to you and not the full price.

Please Note:
You will have to cover the postage fees.

If a product is not what you ordered or not as described, you can return it to us at no charge, provided that:

• you request a return within 7 days of receiving your order;
• it is undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
• it is not missing any accessories or parts.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

• deliver the correct product to you (if the correct product is available) or;
• credit your account with the purchase price of the product or;
• refund you with the purchase price of the product.

Unfortunately not – the complete product has to be returned.