Refund policy
tl;dr
free 30-day returns & exchanges (U.S. only) for fit, don’t-love-it, defects, or wrong items sent. items must be unused (try-on OK) and in sellable condition, with original tags attached (if applicable) and proof of purchase (order number).
to start a return, go to your customer account
exchanges: to exchange, either return your item and place a new order, or email us and we’ll help.
return window
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you have 30 days from delivery to request a return or exchange.
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lost in transit: If tracking shows no delivery and it appears lost, tell us within 30 days of the estimated delivery date.
how to start a return or exchange
U.S. orders (self-serve)
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log in to your account: account.kailuahisurftees.com
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open your order and select request return.
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choose the item(s), quantity, and reason, then submit.
if your request is approved, you’ll receive return instructions. we currently cover return shipping within the U.S. for eligible returns (one prepaid return label per order).
if you can’t access your account
email returns@kailuahisurftees.com with your order number, the item(s), and the reason.
please don’t ship anything until you’ve received approval/return instructions.
eligible reasons
you can request a return or exchange for:
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size/fit didn’t work
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don’t-love-it (style/color in person)
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manufacturer defect (print/material/trim)
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wrong item sent
item condition requirements
(sellable condition)
for fit or don’t-love-it returns/exchanges, items must be:
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unworn and unwashed (try-on OK)
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free of stains, damage, pilling, excessive pet hair
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free of odors (smoke, perfume, deodorant, etc.) and residue (makeup/deodorant marks)
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returned with original tags/packaging when provided
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include proof of purchase (order number)
if an item is returned not meeting these standards, we may refuse the return, issue a partial refund, or send it back (where allowed by carrier options).
your options: exchange or refund
exchange
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return + reorder: start a return (above), then place a new order for the item/size/color you want. only use this option if your order did not contain a promo discount like free shipping or buy x and get y. if your order contained a promo discount and you use this option, you might end up losing the discount.
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email us: if you want help picking the right option or if your order contained a promo discount, email returns@kailuahisurftees.com with your order number, the item you'd like to return and the new item you'd like to exchange it for. we'll reply with instructions.
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refund
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refunds are issued to the original payment method after the return is carrier-scanned or received (depending on tracking availability and item).
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original outbound shipping isn’t refunded unless the return is due to our error (defect, misprint, wrong item, or confirmed lost shipment).
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banks typically take 3–10 business days to post the refund after we process it.
return shipping
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U.S. returns: we currently provide one prepaid return label per order for eligible returns/exchanges.
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please drop off your return within 7 days of receiving the label/instructions.
promotions, free shipping, and partial returns
(refund math)
if your refund changes your order so that a discount or free shipping no longer applies, we’ll adjust the refund to reflect the original offer terms:
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free shipping threshold: If your original order qualified for free shipping and your return drops the kept items below the threshold, we may deduct the outbound shipping amount that would have applied at checkout.
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multi-item discounts/bundles: If you return part of a discounted set for a refund, we recalculate the kept items at the non-discounted price and deduct the difference.
exchanges do not trigger promo/threshold adjustments. i.e. if you exchange an item rather than just returning it and if your order had a promo discount, you'll get to keep the promo discount.
(translation: refund math is strict, exchange math is chill.)
non-returnable items
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gift cards
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items that are worn, washed, damaged, stained, have odors/residue, excessive pet hair, or have tags removed when tags were provided
defects, misprints, damage, wrong item, or lost packages
if we made a mistake or something arrived defective/damaged:
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request a return in your account or email returns@kailuahisurftees.com within 30 days of delivery (or within 30 days of the estimated delivery date for lost shipments).
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include your order number and a description of the issue (photos help a lot).
we’ll make it right at our expense and provide next steps.
international returns
(outside the U.S.)
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we accept returns within 30 days of delivery on the same condition rules.
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we do not provide prepaid international labels. please use a trackable service.
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duties/taxes are non-refundable.
contact
questions or need help starting a return? email returns@kailuahisurftees.com