Returns and Exchanges

HOW TO EXCHANGE AN ITEM

We strictly do not have a Refund Policy as each item is customized as per individual requirements. As every garment we make is made to order for each customer, we are unable to offer returns. In the rare case that you are not satisfied with your order, our Concierge team and they will work with you at your leisure to ensure that your order always exceeds your expectations. You may contact them on +971 4 3991234 or info@kachinsgroup.com. Your purchase should be sent back to us within 14 days of receiving your order. Please note the shipping charges of the returned item will have to borne by the customer itself.

Our team will notify you by email once your return has been received and processed. In case of refund / unsatisfactory product, our team will issue you a credit note for in-store Purchase only.

All successfully returned items can be exchanged for other merchandise with store credit. In case of a product being faulty or wrongly delivered, Kachins will follow the policy of repair following replace and finally store credit if the item cannot be repaired or replaced. If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us on the details below: Customer Care on +971 4 3991234 on Saturday to Thursday between 11.30am-8.30pm and Friday between 4pm to 8pm. Or Email info@kachinsgroup.com

EXCHANGES POLICY

Please check the Return & Exchange policy before placing an order. Made to Order/Measure/Custom/Bespoke/Sale items do not qualify for an exchange or store credit. Customer is advised to check the ordered products and quantity in the invoice prior to accepting the package from the logistics/courier. In case of a discrepancy we request you to notify us on info@kachinsgroup.com with the discrepancy details within 24 hours of accepting the package. In case of the discrepancy found correct, Kachins will follow the policy of Repair following Replace and finally Store Credit if the item cannot be repaired or replaced. All other items can be returned in exchange for another item or in store credit.

Items should be returned unused and with the original Kachins tag still attached to the item. Loose tags or broken tags will not be accepted for an exchange or credit note. Returns that are damaged, used, altered or soiled will not be accepted and may be sent back to the customer. Unidentified returns may be returned to the sender. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Exchanges can be processed only within 7 days of receiving the item and will be issued with 1 Year validity credit note for in store purchase.

Shoes РAll shoes should be tried on a carpeted surface before wear.

Faulty goods – Goods are classified as faulty if they are received damaged, or where a manufacturing fault has occurred. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

Colors – We have made every effort to display the colors of our products that appear on Kachins as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your screen’s display of a color will be completely accurate.

Return outside the 7-day window may be accepted at our discretion.

Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item, which is damaged, please contact us immediately. If your item is faulty (i.e. received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please contact our Customer Care team. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same quality of fabric, subject to availability. You will receive a credit note if the item cannot be repaired or replaced.