If something is wrong with your Kaiswa order, tell us and we’ll sort it out. This page explains when we accept returns, how replacements and refunds work, and what we’ll need from you.
1. When you can request a return or replacement
You can ask for a return or replacement if:
- the product arrived damaged
- we sent you the wrong item
- something is missing from the box, such as an accessory or cable
- the product has a confirmed manufacturing defect, or doesn’t work the way we described it
You need to contact us within 7 days of receiving your order. Every request gets checked and inspected first, so submitting one doesn’t automatically mean it’s approved.
2. What we need from you
To review your request, please make sure:
- you still have the original box and packaging
- everything that came with the product is included (cables, manuals, accessories)
- the product hasn’t been damaged by misuse, rough handling or unauthorised repairs
- you can give us your order number or proof of purchase
- you contacted us within the 7 days
Hold on to the product and its packaging until our support team tells you what to do next.
3. Damaged, faulty or wrong items
Getting a broken or incorrect order is annoying, and we’d like to fix it quickly. Contact us as soon as you notice the problem. We may ask for:
- your order number
- clear photos of the product and its packaging
- a short video of the problem, if it’s something that can be shown
- a description of what’s wrong
Once we’ve looked at your claim, we’ll tell you whether we can offer a replacement, repair, refund or something else.
4. Rules for specific products
Different products get reviewed a little differently.
Earbuds, headphones and hands-free devices: Send them back with their original accessories and packaging. Because these go in or on your ears, there may be hygiene restrictions on products that have been used.
Speakers and microphones: If yours arrives damaged or faulty, tell us what’s happening. We may ask for a video of the fault.
Chargers, adapters, cables and power banks: Report damage, missing parts or confirmed faults within the return period.
Tripods, gimbals and other accessories: We’ll review claims about damage, missing parts or wrong items before approving a return or replacement.
If a product has a manufacturer’s warranty, we may need to handle the problem under the warranty terms. Having a warranty doesn’t automatically entitle you to a refund.
5. What we may not accept
We can decline a return, replacement or refund if:
- you contacted us after the return period ended
- the product was damaged after delivery through misuse, carelessness or an accident
- it shows signs of modification or unauthorised repair
- parts or accessories are missing and you didn’t tell us when you first reported the issue
- it has been used or opened in a way that breaks our hygiene restrictions
- the issue is a small cosmetic difference that doesn’t affect the advertised specs or how the product works
None of this takes away any rights you have under consumer protection law.
6. Refunds
We consider a refund once a return has been approved and a refund is the right fix under this policy.
When the returned product reaches us, we may inspect it to confirm the problem and check that the return conditions were met. If your refund is approved, we’ll send it back to your original payment method where we can. If that isn’t possible, we’ll contact you to agree on another option.
How long the money takes to show up depends on your bank or payment provider. We’ll tell you the expected timeline when we approve your refund. Shipping charges depend on why the item is being returned and what this policy says for that situation.
7. Replacements and exchanges
If you receive a damaged, faulty or wrong item, we may offer a replacement or exchange after reviewing your claim. Whether we can depends on stock. If we’ve run out of the same item, our team will go through the alternatives with you.
Please don’t post anything back until you’ve contacted us and we’ve sent return instructions.
8. Cancelling an order
To cancel, contact us as soon as you can and include your order number.
We can generally cancel an order that hasn’t been dispatched yet. After it has shipped, cancelling may not be possible, and we’ll handle your request under the return policy instead. If a prepaid order is cancelled successfully, any refund you’re owed will be processed once the cancellation is confirmed.
9. Return shipping
Our support team will explain how to send back an approved return and who pays for shipping.
If we sent the wrong item, or the damage or defect is covered by this policy, we’ll tell you how return shipping will work. For other approved returns, you may have to cover the shipping cost. Again, wait for our instructions before you send anything.
10. How to request a return or refund
- Contact our support team within 7 days of delivery.
- Give us your order number and tell us what went wrong.
- Send photos, an unboxing video or other evidence if we ask for it.
- Wait while we review your request. If a return is needed, we’ll send instructions.
- Ship the product back as instructed.
- After we inspect it, we’ll tell you the outcome and arrange the approved replacement or refund.
11. Please film your unboxing
We recommend recording a clear, unbroken video as you open your parcel. Make sure the package, the product and everything that came with it are visible. If your order turns out to be damaged, wrong or incomplete, that video makes it much easier for us to investigate. We may ask for evidence when we review a claim.
12. Warranty claims
Returns and refunds are separate from manufacturer warranty claims. If a technical problem appears after the return period, check the warranty information that came with the product or contact our support team. What’s covered, for how long and what remedies are available depend on the product and the manufacturer’s terms.
13. Contact us
Questions about a return, replacement or refund? Get in touch and include your order number so we can find your purchase faster.
Website: https://kaiswa.com
Email: contact@kaiswa.com
Phone: +92 311 0860800
14. Changes to this policy
We may update this policy from time to time. Changes will be posted here with a new effective date, so it’s worth checking this page before you order.