Refund policy

1. Overview

We want you to love your byKapwa purchase. However, because many of our products are made-to-order through our production partners, our return policy is different from standard retail policies.

This policy applies to all customers worldwide, in compliance with applicable consumer laws, including EU/UK withdrawal rights.

2. Returns for Damaged, Misprinted, or Defective Items

If your item arrives damaged, misprinted, or defective, you must:

  • Contact us within 7 days of delivery at bykapwa@gmail.com
  • Include your order number, clear photos of the issue, and a short description.

Important:

  • Requests received after 7 days from delivery may not be eligible for return or refund.
  • We will review your request and, if approved, provide the correct return address and instructions.
  • Items returned without prior approval will not be accepted.

3. Condition of Returned Items

All returned items must be:

  • Unused, unworn, and unwashed
  • In original condition, with tags and packaging intact

We do not accept returns for worn, stained, damaged, or altered items.

4. Non-Returnable Items

We cannot accept returns for:

  • Customised or personalised items made to your specifications
  • Correctly produced made-to-order products that you no longer want
  • Gift cards
  • Sale or clearance items (unless defective)
  • For hygiene reasons: underwear, swimwear, socks, tights, masks, and similar items

5. EU/UK 14-Day Cooling-Off Period

If your order is shipped to the EU or UK, you have the legal right to withdraw from the purchase within 14 days without giving a reason.

However, this right does not apply to made-to-order or personalised items if they were produced correctly according to your order.

To exercise your right of withdrawal:

  • Contact us within 14 days of receiving your order
  • Return the item in original condition at your own cost (unless defective)

6. Refund Process

  • Once your return is approved and the item is received, we will inspect it and notify you of approval or rejection.
  • Approved refunds will be issued to your original payment method within 10 business days.
  • Bank or credit card processing times may vary.

If more than 15 business days have passed since your refund was approved, contact us at bykapwa@gmail.com.

7. Exchanges

Due to our made-to-order process, we do not offer direct exchanges. If you need a different size or design, please place a new order after your refund is processed.

8. Return Shipping Costs

  • Customers are responsible for return shipping costs, unless the item is defective or incorrect.
  • We do not offer freight-to-collect (FTC) service; unapproved returns will not be accepted.

9. Contact for Returns

Virtuclix Marketing Services FZCO (operating brand: byKapwa)
Email: bykapwa@gmail.com