Returns & Refunds Policy

Last update : December 2025

At KAYLA, every accessory is designed with passion and handcrafted with the utmost care. If you’re not entirely satisfied with your purchase, or if you’ve changed your mind, we have a clear and transparent returns policy that complies with French and European consumer protection legislation.

Please read this policy carefully before making a purchase.

1. Right of withdrawal (14 days)

In accordance with the European Directive on consumer rights and Articles L.221-18 to L.221-28 of the French Consumer Code, you have the right to cancel your order within 14 calendar days from the date of receipt, without having to give any reason or pay any penalty.

This right of withdrawal applies to all products purchased on our website kaylaparis.com, subject to the conditions set out below.

2. Conditions of Eligibility for Return

To be eligible for a return, the following conditions must be met:

• The item must be unworn, unused and in perfect original condition.
• The item must be returned in its original packaging, with all labels intact.
• Items must show no signs of wear, damage, alteration or cleaning.
• The return request must be initiated within 14 calendar days of receipt of your order.

2.1. Non-returnables

In accordance with article L.221-28-3° of the French Consumer Code, the following items cannot be returned:

• Customized or made-to-measure products (special orders made to your specifications)
• Items made to measure specifically for you
• Items that have been worn, altered, washed or damaged by the customer

3. Return procedure

To initiate a return, please follow these steps:

1. Contact us via our contact form or by e-mail at contact@kaylaparis.com to notify us of your return request. Please include your order number and the reason for the return.
2. We’ll send you a return authorization, along with the return address and a form to include in your package.
3. Pack the item carefully in its original packaging to prevent damage in transit.
4. Send the parcel within 14 days of notification of your wish to cancel. We recommend that you use a shipping service with tracking.

⚠️ Important : Return shipping costs are at the customer’s expense, except in the case of an error on our part or a defective product upon receipt.

4. Refunds

4.1. Refund processing

Once we have received and inspected your returned item, we will send you an e-mail notification confirming receipt and status of your refund.

If your return is approved :

• Your refund will be processed within 7 working days
• The refund will be credited to the original payment method used for your purchase (credit card, PayPal, etc.).
• You will receive a confirmation e-mail once the refund has been processed.

4.2. Refund amount

Included in reimbursement :

• Full purchase price of returned item(s)

Not included in reimbursement :

• Initial delivery charges (unless the return is due to an error on our part or to a defective product)
• Return shipping (at customer’s expense)

4.3. Late or Missing Refunds

If you have not received your refund within the specified period :

• First check your bank account or payment method again.
• Contact your credit card company or bank, as processing times may vary.
• If you’ve done all these checks and still haven’t received your refund, please contact us at contact@kaylaparis.com.

5. Defective or non-conforming products

If you receive a defective, damaged or incorrect product, we sincerely apologize for any inconvenience. In such cases, KAYLA will cover all return shipping costs and offer a replacement or a full refund.

5.1. How to report a defective product

Please contact us within 48 hours of receiving your order with the following information:

1. Your order number
2. Clear photographs of the product and the defect/damage
3. A detailed description of the problem
4. Photos of packaging if damaged in transit

After examining your request, we will provide you with instructions on how to return the item at our expense and will offer you either a replacement or a full refund (including the initial delivery charge).

6. Exchanges

Exchanges are subject to product availability. If you wish to exchange an item for a different size, color or product :

1. Contact us at contact@kaylaparis.com with your order number and details of the desired exchange.
2. We will confirm the availability of the desired item.
3. Return the original item following the returns procedure described in Section 3.
4. Once received and inspected, we will ship the new item to you.

Note: If the desired product is no longer available, we will issue a full refund.

7. Legal warranties

7.1. Legal Warranty of Conformity

In accordance with applicable consumer protection legislation (articles L.217-4 to L.217-14 of the French Consumer Code), KAYLA is obliged to deliver products that conform to the contract. This warranty covers defects in conformity existing at the time of delivery for a period of 2 years from the date of delivery.

7.2. Hidden defects guarantee

KAYLA is bound by the guarantee of hidden defects in the item sold which render it unfit for the use for which it was intended, or which diminish this use to such an extent that the buyer would not have acquired it, or would only have given a lesser price for it, if he had known of them (articles 1641 to 1649 of the French Civil Code).

8. Return address

Please note Do not send returns without contacting us first. The complete return address will be sent to you by e-mail after your return request has been validated.

This procedure ensures that your return is properly tracked and efficiently processed.

9. Contact us

If you have any questions about returns, refunds or exchanges, please contact our customer service department:

KAYLA
10 rue de Penthièvre
75008 Paris, France

Phone: +33 7 82 22 52 40
E-mail : contact@kaylaparis.com
Contact form :https://kaylaparis.com/contactez-nous/

Opening hours: Monday to Friday, 9am to 6pm (Paris time)

We undertake to respond to all requests within 48 working hours.

10. Dispute Resolution

If you are not satisfied with our response or if you wish to resolve a dispute, you can :

• Free recourse to a consumer mediation service
• Use the European Online Dispute Resolution (ODR) platform accessible at: https: //ec.europa.eu/consumers/odr

11. Changes to the Policy

KAYLA reserves the right to modify this Returns & Refunds Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. The policy in effect at the time of your purchase will apply to your order.

We encourage you to review this policy regularly to stay informed of our practices.