Refund Policy

At Khizu, your satisfaction is our priority. We want your shopping experience to be enjoyable and worry-free. If for any reason your purchase doesn’t quite meet your expectations, our return and refund process is designed to be as seamless as possible. Please take a moment to read our policy below.

Eligibility for Returns

To ensure a smooth return process, please note the following conditions:

• The item(s) must be in their original condition – unworn, unused, and with all original tags and packaging securely attached.
• You must initiate your return request within 30 days of receiving your order.
• For hygiene reasons, certain items (such as intimate apparel or personal care products) may not be eligible for return unless they are faulty. Please refer to the specific product description for any such exceptions. Similarly, custom-made items cannot be returned unless they have a defect.

Initiating a Return

To start a return, simply follow these steps:

1. Contact our Khizu Support Team: Please email us at support@khizu.com or use the contact form on our website within the 30-day return window. Kindly provide your order number, the name(s) of the item(s) you wish to return, and a brief explanation of the reason for the return.
2. Receive Your Return Instructions: Our dedicated Support Team will review your request and promptly send you detailed instructions on how to return your item(s), including the correct return address.
3. Carefully Package Your Item(s): Please ensure the item(s) are securely packaged, ideally in their original packaging, to prevent any damage during transit. Remember to include all original tags and any accompanying accessories.
4. Ship Your Return: Unless the return is due to a product defect or an error on our part, you will be responsible for the return shipping costs. For your peace of mind, we recommend using a trackable shipping service and keeping proof of postage, as Khizu cannot be held responsible for items lost or damaged during the return shipment.

Inspection and Processing of Returns

Once your returned item(s) arrive at our Khizu headquarters, our expert team will carefully inspect them to ensure they meet our eligibility criteria. Please allow 2-3 business days from the date we receive your return for this inspection to be completed.

Refund Options

Upon successful inspection, you will be eligible for one of the following refund options, depending on the situation:

• Full Refund: If the return is due to a product flaw, an error on our side (e.g., we sent you the wrong item), or if the item fully meets our return criteria, you will receive a complete refund of the purchase price, including any original shipping charges you may have paid.
• Partial Refund: In certain circumstances, such as if the item is returned outside the 14-day window or is not in its original condition, a partial refund may be offered at Khizu discretion.
• Khizu Store Credit: You may also choose to receive store credit equivalent to the value of the returned item(s). This credit can be used for any future purchases on Khizu.com.

Refund Processing Time

Once your return is approved and your chosen refund method has been processed, please allow 10 business days for the funds to be credited back to your original payment method. Please be aware that the exact processing time can vary depending on your bank or payment provider.

Exchanges

At this time, Khizu does not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, please return the original item by following the return process outlined above and then place a new order for the desired item.

Damaged or Incorrect Items

If you receive an item that is damaged or not what you ordered, please contact our Khizu Support Team immediately – within 24 hours of receiving your order. Please provide clear photographs of the damage or the incorrect item. We will work swiftly to resolve the issue for you, which may include a replacement, a full refund, or another suitable solution.

Non-Returnable Items

Please be aware that the following items are generally non-returnable, except in cases of manufacturing defects or errors on our part:

• Custom-designed or personalized items
• Items clearly marked as final sale
• Digital products or gift cards

Get in Touch

If you have any questions, concerns, or simply want to chat about our Return and Refund Policy, please don’t hesitate to reach out to our friendly Khizu Support Team at:

Phone: +44 7365695675

Email: support@khizu.com