Refund Policy

Refund Policy

Last updated: August 4, 2026

1. Cancelling or changing an order

We process and ship orders quickly — most within 12 hours — so we cannot guarantee that a change or cancellation will be possible once your order is placed. If you need to cancel or modify an order, email us as soon as possible at contact@trykakiya.com with "Cancel my order" in the subject line, and your full name and order number in the body. We will do our best if the order has not yet been processed at our warehouse.

2. Return window

You have 90 days from delivery to request a return. After 90 days we are unfortunately unable to offer a refund or an exchange.

3. Condition of returned items

To be eligible for a return, items must be unused and in their original packaging, and the shipping label on the parcel must be present and intact. For obvious hygiene reasons, we cannot accept the return of a product once it has been opened or used.

4. Items that cannot be returned

Gift cards, digital products, and items bought on sale or with a promotional discount are not refundable. Only items sold at full price are eligible for a refund.

5. How to start a return

Email contact@trykakiya.com with your order number and a receipt or proof of purchase. We will send you the return procedure and the address of the warehouse able to receive your parcel. Please do not ship anything back before receiving that address from us.

6. Refunds

Once we receive and inspect the returned item, we will email you to confirm receipt and let you know whether your refund has been approved. If approved, the refund is issued to your original payment method within approximately one week. Your bank or card issuer may then take a further 7 to 14 business days to post it to your account.

7. Late or missing refunds

If you have not received an approved refund, first check your bank account again, then contact your credit card issuer, then your bank — there is often a processing delay before a refund appears. If you have done all of this and still have not received it, contact us at contact@trykakiya.com.

8. Exchanges

We replace an item only if it is defective or damaged. If this applies to your order, email contact@trykakiya.com with your order number and photos of the item, and we will arrange a replacement of the same product.

9. Return shipping costs

Original shipping costs are non-refundable, except where you cancel before the parcel has been dispatched. You are responsible for paying the shipping costs of returning your item; if a refund is issued, return shipping costs are deducted from it.

10. Risk during return

Returned items remain your responsibility until they reach us. For a return worth more than CAD 50, we recommend using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive the item you send back.

11. Your statutory rights

This policy is offered in addition to, and does not limit, the rights and legal warranties you have under the consumer protection legislation applicable in your province or territory of residence.

12. Contact

Questions about a return or a refund: contact@trykakiya.com