RETURN EXCHANGE POLICY FOR DAMAGED PRODUCT.
Kaia Earth™ would like you to be completely satisfied with your purchase. Your happiness is our highest priority.
Our return policy has been extended to 60 days for all purchases made on or after March 17, 2020 in response to the coronavirus (COVID-19).
Because of the nature of these products, we can accept returns for damaged or defective goods only. These returns must be made within 60 days of your purchase.
If you would like to return or exchange an item purchased online, please contact Customer Care to initiate your return/exchange and email us at email@example.com for further instructions
Only products purchased on www.kaiaearth.com may be returned for a refund or exchange. We cannot accept items purchased from another retail store location for an exchange or refund. We also cannot accept empty bottles or partially used bottles for refund or exchange. Products which are not eligible for return or exchange will not be returned to sender and will not be eligible for credit. Costs to return items to Kaia Earth™ is the responsibility of the customer.
The Return Process
To expedite the handling of your return, please ensure that the Return Authorization Form is properly completed and included with your return. We recommend using the original packaging to return your product to us. Once the item is received we will process return/exchange. We do not issue return postage or labels; it is your responsibility to pay for the shipping of unwanted product(s) or damaged product (s), unless the return was a result of our error. You may use the carrier of your choice, but we strongly recommend using a traceable and insured form of delivery. Please retain the tracking number for your records. We cannot be responsible for packages lost in transit without proof of tracking. We recommend retaining a copy of the Return Authorization Form for your own records.
Ship your return to the following address:
Kaia Earth™ LLC
12 Caywood Lane
Fairport, New York 14450
Once your return is received, your refund or exchange will be processed within 10 business days. You will receive a confirmation email when your return has been processed. Once your return has been processed, a refund may take up to 7-10 days to appear on your account, depending on your bank or credit card issuer. If you have any questions about your return, please contact Customer Service.
You will receive the following refund:
Payment method used to make your Kaia Earth purchase
If Kaia Earth receives your new or gently used item within 30 days of purchase, the purchase price will be refunded to:
If Kaia Earth receives your new or gently used item within 31 to 60 days of purchase, the purchase price will be refunded to:
Credit or debit card
Your credit or debit card used to make the purchase.
An online store credit that can be used at Kaia Earth.
Your PayPal account.
An online credit that can be used at Kaia Earth.
For a product to be eligible for return, the following conditions must apply:
- The issue must be reported to Kaia Earth™ within 60 days of purchase the product.
- Kaia Earth™ must be contacted immediately if products are damaged as a result of shipping.
- A detailed description of the damage must be provided to the Customer Care team.
Download our Return Authorization Form here and include it in your package.
NOTE: We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 60-days return/exchange policy timeframe and without a photo of the broken items and/or package. Kaia Earth™ is not liable for missing packages with confirmed delivery by courier.
We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused.