Refund policy

1. Overview We want you to love your byKapwa piece. All our products are printed to order by our production partner, so we do not hold stock - this is why our process differs a little from a regular shop. This policy applies to all customers worldwide. Nothing in it limits the rights you have under the consumer law of your country, including EU and UK withdrawal rights and statutory warranty.

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2. Damaged, misprinted or defective items If your item arrives damaged, misprinted or defective, please email hello@bykapwa.com within 7 days of delivery - with your order number, a short description and clear photos of the issue. In most cases you do not need to send anything back: once we have checked the photos we will send you a free replacement or refund you in full, whichever you prefer. Your statutory warranty rights remain unaffected.

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3. Changed your mind? Because every item is printed to order, we cannot resell returned pieces. We therefore ask for your understanding that we accept returns of correctly produced items only where the law requires it (see section 4). If you are unsure about your size, please check the size chart on every product page or email us before ordering - we are happy to help.

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4. EU and UK customers: 14-day right of withdrawal If your order is delivered to the EU or the UK, you may withdraw from the purchase within 14 days of receiving it, without giving a reason. To do so, email hello@bykapwa.com within that period stating that you wish to withdraw (order number and name are enough). We will then send you the return address and instructions. Please return the item within 14 days of your notice, unworn, unwashed and in its original condition; you may try it on as you would in a shop. Return shipping is at your own cost unless the item is defective or not what you ordered. We will refund the full purchase price including standard delivery within 14 days of receiving the item back (or of your proof of sending), to the original payment method. If you have handled the item beyond what is needed to check it, we may deduct the resulting loss in value. The right of withdrawal does not apply to items made to your own specifications or clearly personalised (for example with a name or text you supplied), or to sealed hygiene items once unsealed.

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5. Refunds Approved refunds go back to the original payment method. Your bank or card provider may take a few extra days to show it. If a refund has not arrived 15 business days after our confirmation, email us and we will trace it.

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6. Exchanges We do not offer direct exchanges. If you need another size or design, simply place a new order - for defective items we will of course send a replacement free of charge.

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7. Returns without prior contact Please always email us first. Parcels sent without prior agreement may not reach the right place and cannot be processed.

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8. Contact Virtuclix Marketing Services FZCO (operating the byKapwa brand) Premises No 39828-001, Building A2, IFZA Business Park, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates Email: hello@bykapwa.com