What should I do if there’s an issue with a product I purchased?Updated 3 months ago

We’re so sorry to hear there’s an issue with your item — let’s get this sorted as smoothly as possible 💛

Here’s what to do:

• Reach out to our customer service: [email protected] or via the contact form
• Please include the following in your message:
  • your order number from our webshop
  • the product name
  • a photo clearly showing the issue
  • a short description of the issue

This helps us process your case as quickly as possible.

Kaiko products are covered by a 12-month defect liability from the date of purchase, in accordance with consumer protection laws. While complaints are always unfortunate, they’re also incredibly valuable to us — every message helps us learn and make our future products even better 💛

Products purchased from retailers

If you purchased your item from a retailer, please contact the store or webshop you bought it from directly.

Unfortunately, we’re not able to process refunds for products purchased elsewhere. In unclear cases, retailers will contact us if needed.

Products purchased at events

• Products purchased at events (such as pop-up stores) are not eligible for return or exchange.
• Items originally sold as second quality are not eligible for complaints.