kyanil is a curated marketplace — every piece is signed by its maker and inspected before it ships. If a piece doesn't meet the way it was described, or simply doesn't feel right in your home, we'll take it back without theatre. This page sets the rules in plain language.
1. Our return promise
Every order on kyanil is backed by an honest 7-day return window from the moment it arrives. No restocking fee, no membership tier required — the right to return is part of the price you already paid. Return shipping is paid by the customer when the piece itself is in good condition; defective pieces ship back free of charge (see section 9).
2. The 7-day window
The window is 7 days as a hard cap. It starts on the day the courier marks the order as 'delivered' and ends at midnight on the 7th day. If the 7th day falls on a Friday or a national holiday, you get the next business day to file the request — but the request must be opened from your account before that grace period closes.
3. Eligible pieces
A piece is eligible to be returned when all of the following are true:
- It is in its original condition — unworn, unwashed, unaltered.
- All original packaging is intact, including hangtags, dust bag, gift box, and the maker's signature card.
- The order's invoice or order number can be produced (a screenshot from your account is enough).
4. Pieces we can't take back
For hygiene, fairness to the maker, or local regulation, the following are non-returnable:
- Made-to-order or personalized pieces (engraved, monogrammed, custom-blended).
- Perfumes and skincare once their factory seal has been broken.
- Earrings and other pierced jewellery, for hygiene reasons.
- Final-sale pieces clearly marked 'لا يُرجع / Final sale' on their listing.
- Digital gift cards once they've been delivered.
5. How to request a return
Open the order from your orders page, tap 'Request a return', and tell us which pieces you'd like to send back and why. The form takes about a minute. We confirm by SMS and email and assign a courier within one business day.
6. Pickup & inspection
A courier collects the parcel from the address you choose at the time and date that suits you. Once it reaches the kyanil inspection station, our team checks the piece against the eligibility criteria — usually within 48 hours of arrival.
7. Refund timing
Once the piece passes inspection, we issue the refund to the original payment method. Mada and credit cards take 3 to 5 business days to clear; Apple Pay refunds typically appear in 24 hours; bank-transfer refunds settle within 7 business days. We send a notification the moment the refund leaves our system.
8. Exchanges
We don't process direct exchanges — that's intentional. Returning the piece for a refund and placing a fresh order is faster, gives you a clean invoice, and keeps the maker's stock count accurate. The whole loop usually completes within a week.
9. Damaged or defective pieces
If your piece arrives damaged, defective, or different from what was described, contact us within the 7-day window. We treat defects as priority cases: a replacement (when possible) or a full refund — including the original shipping fee — and we cover the return courier ourselves. Photos of the issue at the time of opening the parcel speed up the resolution.
10. Who pays for return shipping
When the piece itself has no defect — you simply changed your mind, the size doesn't fit, or the colour doesn't match the room — return shipping is paid by the customer. The fee depends on your city and parcel size; we display the exact amount inside the return request flow before you confirm, so there are no surprises. Cash-on-delivery is not used for refunds; the return shipping fee is deducted from the refund amount, or paid in advance to the courier when you book the pickup.
Defective or damaged pieces — and pieces shipped to you in error — are always picked up free of charge, regardless of location.
11. Contact us
For anything we missed, write to us via the contact page or directly at support@kyanil.com. Our care team replies the same business day.