Return & Exchange Policy

At Keyaa, we believe jewelry is more than an accessory — it's a celebration of your individuality. We want you to love every piece you order. If something isn't quite right, we're here to help.

1. What We Offer

We do not accept returns for change of mind or for sanitation reasons.
We offer exchanges only when there is a fault (manufacturing defect, breakage, or tarnishing), or if the wrong item was sent.
Items eligible for exchange must be reported within 15 days of delivery.

2. Conditions for Exchange

To be eligible for an exchange, the item must:

Be in its original, unworn condition, with all tags, pouches, and packaging intact.
Not show signs of misuse, abuse, or normal wear and tear.
Include clear photos showing the issue (if the exchange is due to defect, damage, or wrong item).

Missing Item Policy

If a customer claims that an item is missing from the package, a full unboxing video of opening the sealed parcel will be required as proof. The video must clearly show the unopened package, the unsealing process, and the contents inside. Without this video evidence, we will not be able to issue a replacement or resend the item.

4. How to Request an Exchange

Simply contact us by email or WhatsApp with:

Your order number
A description of the issue
Clear photos and videos showing the problem

We will review your request and let you know the next steps.

5. Timeline & Processing

Once approved, allow up to 7 working days for processing and dispatch of the exchange.
If the exact item is out of stock, we'll offer you a similar design.

6. Shipping Costs

Faulty/Incorrect Items: We cover all courier fees (both ways).
Other Eligible Exchanges: Shipping costs will be borne by the customer.

7. Items That Cannot Be Exchanged

Final sale goods (marked "no exchange").
Items damaged from misuse, wear, or altered after delivery.
Items requested for exchange after the 15-day period.