Returns & Right of Withdrawal

Your right of withdrawal

You have the right to withdraw from your purchase contract within 14 days without giving a reason.

The withdrawal period expires 14 days after the day on which you, or someone you nominate other than the carrier, receive the goods.

If goods from a single order are delivered separately, the period expires 14 days after you or your nominated recipient receive the last item. For goods delivered in several parts, it runs from receipt of the last part.

How to notify us

To exercise your right of withdrawal, tell us clearly that you wish to withdraw from your purchase contract by email.

Email: orders@kaizgai.com.

Including your order number helps us find your purchase, although it is not a condition for exercising your right.

To meet the deadline, send your withdrawal notification before the 14-day withdrawal period expires.

Sending your jewellery back

After notifying us, send the goods back without undue delay and no later than 14 days after the day you notify us of your withdrawal.

The deadline is met if you dispatch the goods before those 14 days have expired.

Please pack the jewellery securely to protect it during transport. If you still have the original box or pouch, you are welcome to use it. Suitable alternative packaging is also fine; original packaging is not a condition of withdrawal.

Please include any accessories supplied with the item. Adding your name and order number inside the parcel helps us identify your return.

We recommend keeping your proof of postage until your return has been resolved. Tracked shipping can be useful, but it is not compulsory.

Return postage

You bear the direct cost of returning goods when you exercise your right of withdrawal.

This also applies to orders originally delivered free of charge in Berlin. Free delivery of your order does not include free return postage.

Returns relating to faulty or incorrectly supplied goods are handled separately, as explained below.

Handling the jewellery

You may inspect the jewellery as necessary to establish its nature, characteristics and functioning.

You are only responsible for a reduction in value caused by handling beyond what is necessary for that inspection, provided we have correctly informed you of your withdrawal right.

Please handle the pieces carefully while deciding whether to keep them. Handling beyond necessary inspection may result in a deduction reflecting the actual reduction in value; it does not automatically remove your right to withdraw.

Your refund

If you withdraw from the purchase contract, we will reimburse all payments received from you, including the cost of our least expensive standard delivery option.

If you choose a more expensive delivery option, such as express delivery, we do not have to reimburse the additional amount above standard delivery.

We will reimburse you without undue delay and no later than 14 days after the day we receive your withdrawal notification.

We may withhold reimbursement until we receive the goods back or you provide evidence that you have sent them back, whichever happens first.

We will use the same payment method you used for the purchase, unless we expressly agree otherwise with you. You will not be charged a fee for the reimbursement.

Faulty, damaged or incorrect items

If your jewellery arrives damaged, has a fault or is different from what you ordered, contact us at orders@kaizgai.com.

Please include your order number and a description of the problem.

For damage or incorrect items noticed on delivery, an uncut, unedited unboxing video can help us investigate. Please send one continuous recording showing the parcel before opening, the unpacking process and the items received. Clear photos of the packaging and the issue are also required.

If you do not have photos or an unboxing video, please still contact us. Their absence does not remove your statutory rights.

We will help arrange the appropriate remedy under your statutory rights. Where a return is necessary to resolve a valid defect or incorrect delivery, we bear the necessary return transport costs.