Refund policy

This is a well-structured existing policy. The update below refines the language for clarity, integrates Shopify best practices (using a formal support email), and strategically addresses the EU's cooling-off period exception for custom goods, which is critical for handmade products.

 

Updated Refund, Return & Exchange Policy

Thank you for choosing The Kaba's Store! We are committed to your satisfaction with our traditional Ethiopian garments. Please review the updated policy below for all return, exchange, and cancellation procedures.

 

I. Cancellations

Timeframe Policy Fee Applied
Within 24 Hours of Purchase Automatic Cancellation: You may cancel your order for any reason. None
After 24 Hours of Purchase Cancellation requests must be sent to support@kabasstore.com. Approval is at our discretion, depending on the status of the item's production. A flat $35 USD Cancellation Fee may be applied to cover initial production costs and materials already allocated.
After Processing or Shipment We are generally unable to accommodate cancellations once a custom order has entered full production or has shipped. Cancellation fee may apply, and return/refund procedures will be required.

 

II. Returns & Eligibility

We offer a 30-Day Return Window from the date you receive your item(s).

A. General Eligibility Conditions

Items must meet all of the following conditions to be eligible for a refund or exchange:

  1. Time Limit: The return must be initiated within 30 days of the confirmed delivery date.

  2. Condition: Item(s) must be returned in their original, unused, unworn, unwashed condition.

  3. Packaging: Must include all original packaging, tags, and proof of purchase (receipt or order number).

  4. No Alterations: The item must not be damaged, altered, or have any signs of wear/use by the customer.

 

B. Non-Returnable Items (Critical Policy)

The following items are not eligible for return, refund, or exchange:

  • Custom Orders: Any item that has been specifically tailored to your unique requirements (e.g., changes in design, pattern, length, or color) is final sale. This includes traditional Habesha Kemis items that are made-to-order outside of our standard size charts.

  • Final Sale Items: Items explicitly marked as "Final Sale" on the product page or invoice.

 

C. Customs & Duties Compliance (International Policy)

Import Tax Returns: If an item is returned to us because the buyer failed to pay the required import duties, taxes (including VAT), or customs fees imposed by the destination country (a DDU shipment), The Kaba's Store will not issue a refund. The buyer is responsible for complying with all local import laws.

 

III. European Union 14-Day Right of Withdrawal

We comply with the EU Consumer Rights Directive for the 14-day "cooling-off" period.

  • If your merchandise is shipped into the European Union, you have the right to cancel or return your order for a full refund within 14 days from the date of receipt, without justification.

  • Exception for Custom Goods (Smart Knowledge): Please be aware that under EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized. Therefore, our policy exempting Custom Orders from returns remains legally compliant for the EU.

 

IV. Return Shipping & Process

A. Return Shipping Responsibility

  • The buyer is responsible for all return shipping costs, regardless of the reason for the return (unless the item is defective/damaged upon arrival, which will be assessed individually).

  • All returns must be shipped back to our central location in Ethiopia. We strongly recommend using a tracked and insured shipping method, as we are not responsible for returns lost or damaged in transit.

B. Return Process

  1. Initiate Return: To start a return or exchange, please contact us at support@kabasstore.com to receive a Return Authorization Number (RAN) and detailed return instructions.

  2. Ship Item: Clearly mark the RAN on the exterior of the package and ship the item(s) to the designated return address in Ethiopia.

  3. Inspection & Approval: Once we receive the item(s), we will inspect them to ensure they meet the eligibility criteria (unworn, tags attached, no damage). We will notify you via email of the approval or rejection of your refund.

 

V. Refunds & Exchanges

A. Refunds

  • If approved, your refund will be automatically processed and issued to your original payment method.

  • The refunded amount will be less the initial shipping costs incurred by The Kaba's Store (we will provide a receipt of the original shipping cost upon request).

  • Please allow up to 10 business days for the refund to be processed after approval. It may take an additional 3–5 business days for your bank or credit card company to post the refund to your account.

  • If more than 15 business days have passed since our refund approval email, please contact us at support@kabasstore.com.

B. Exchanges

  • Exchanges are accepted for in-stock, non-custom items.

  • Please contact us at support@kabasstore.com to confirm availability of the desired exchange item.

  • The buyer is responsible for all shipping costs associated with sending the original item back AND shipping the new exchange item out.