Shipping and Returns

Order Processing

• Orders are typically processed within 1–5 business days after payment confirmation.
• Orders placed on weekends or public holidays will be processed on the next working day.
• During sales and promotional periods, processing times may be slightly longer.

Delivery Time

• Major Cities: 7–10 business days
• Other Areas: 10–15 business days

Delivery times may vary due to courier delays, weather conditions, or other unforeseen circumstances.

Shipping Charges

Shipping charges, if applicable, will be displayed during checkout before you complete your purchase.

KAI Active may also offer free shipping promotions from time to time.

Order Tracking

Tracking information may be provided via email or SMS once your order has been dispatched.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping details. KAI Active is not responsible for delays or failed deliveries caused by incorrect information provided during checkout.

Return Eligibility

• Return requests must be made within 12 hours of delivery.
• The product must be unused, unworn, and unwashed, unless the return is due to a damaged or incorrect item.
• Original tags and packaging must remain intact.
• Products must be returned in their original condition.
• For products intended for hygiene purposes, returns are only accepted if the product meets the required hygiene and condition standards.

Hygiene & Product Condition

For hygiene purposes, products must be returned in a clean, unused, unworn, and unwashed condition. Products that have been worn, washed, used, or otherwise compromised may not be eligible for return or exchange.

Customers are requested to check their order carefully upon delivery and contact KAI Active immediately if there is any issue with the product.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact KAI Active within 12 hours of delivery.

Before returning the product, the customer must record a clear video showing the product and the issue. The video should clearly demonstrate the damage, defect, or incorrect item received and must be sent to KAI Active for verification before the return is approved.

Returns for damaged or incorrect products will only be processed after the submitted video and the product have been reviewed and approved by our team.

Non-Returnable Items

• Used or washed items
• Products without original tags
• Items damaged after delivery due to customer use or handling
• Products that do not meet hygiene requirements
• Sale or promotional items, unless the item is defective or incorrect
• Return requests made after the 12-hour return window

Exchange Process

1. Contact our support team within 12 hours of receiving your order.
2. Provide your order details and explain the reason for the exchange.
3. If the product is damaged or incorrect, record and send a clear video showing the issue before returning the item.
4. Wait for our team to review and approve the exchange request.
5. Follow the return instructions provided by our team.
6. Return the item in its original condition with the original tags and packaging.

Return Shipping Costs

Customers may be responsible for return shipping costs unless the item received is damaged, defective, or incorrect.