SHIPPING, EXCHANGE AND RETURN POLICIES

 RETURNS AND EXCHANGES POLICY 

At KIBYS, we are committed to providing products of the highest quality and ensuring that every customer enjoys their shopping experience with us. If, for any reason, you are not completely satisfied with your purchase, we will gladly assist you with an exchange, return, or warranty claim in accordance with the terms outlined in this policy.

This policy applies exclusively to purchases made through the official KIBYS International Online Store. Products purchased through authorized retailers, distributors, department stores, marketplaces, or other third-party sales channels are subject to the return and exchange policies of the respective seller.

Please read this policy carefully before submitting your request.

 

Topic

Summary

Exchange Window

15 Calendar Days

Return Eligibility

Unused & Original Condition

Refund Processing

Up to 15 Business Days

Return Shipping

Customer Responsibility

Exchange Shipping

Customer Returns / KIBYS Ships Replacement

Warranty Claims

Manufacturing Defects Only

 

1.       1. ELIGIBILITY REQUIREMENTS 

 

To be eligible for a return or exchange, all products must comply with the following conditions:

  • Be unused, unworn, unwashed, and unaltered.
  • Be free of stains, odors, makeup, deodorant marks, perfume, pet hair, or any other signs of use.
  • Include all original hangtags, labels, hygienic liners (when applicable), accessories, inserts, and protective packaging.
  • Be returned in their original packaging or in packaging that adequately protects the merchandise during transportation.
  • Be received within the applicable return or exchange period established in this policy.

KIBYS reserves the right to inspect every returned product before approving any exchange, refund, or warranty claim.

Products that do not meet these requirements may be rejected and returned to the Customer. In such cases, any additional shipping costs incurred to return the merchandise to the Customer shall be the Customer's responsibility.

 

1.       3. BEFORE REQUESTING A RETURN OR EXCHANGE 

 

Before submitting your request, we recommend reviewing your order carefully and ensuring that all eligibility requirements have been met.

To help us process your request as quickly as possible, please have the following information available:

  1. Order number
  2. Full name
  3. Email address used for the purchase
  4. Shipping address
  5. Item(s) you wish to return or exchange
  6. Reason for your request
  7. Photographs (if the request relates to a manufacturing defect or shipping damage)

Providing complete and accurate information allows our Customer Service team to evaluate your request more efficiently.

Although not required, we always appreciate your feedback regarding the reason for your return or exchange. Your comments help us continue improving our products and customer experience.

 

3. HOW TO REQUEST A RETURN OR EXCHANGE

 

All return and exchange requests must be submitted through one of the following official customer service channels:

  • Contact Form available on our website
  • WhatsApp Customer Service: +57 333 271 2556

Our Customer Service team will review your request and provide instructions regarding the next steps, including the return shipping address, documentation requirements (if applicable), and any additional information needed to process your request.

 

Requests are generally reviewed within one to two (1–2) business days.

Please do not ship any merchandise before receiving confirmation and instructions from KIBYS.

 

Unauthorized returns may experience delays or may not qualify for processing.

Address for EXCHANGES: 9393 NW 13th Street, Doral, Florida. 33172

 

4.     EXCHANGE POLICY 

KIBYS accepts exchange requests within fifteen (15) calendar days from the date the order is delivered to the Customer.

 

To qualify for an exchange, the product must satisfy all Eligibility Requirements described in this policy.

 

Exchanges are subject to product availability at the time the returned merchandise is received and approved.

 

If the requested item is temporarily out of stock, KIBYS will notify the Customer by email regarding the estimated availability.

 

If the requested replacement item has been permanently discontinued or is no longer available, our Customer Service team will contact the Customer to offer one of the following alternatives:

 

  • Exchange for another available product.
  • Store credit (where applicable).
  • Any other solution permitted under applicable law.

All exchanges are processed using the original purchase price of the returned product.

 

If the replacement item has a higher price than the original purchase, the Customer must pay the price difference before the replacement product is shipped.

 

If the selected replacement item has a lower price, the remaining balance will be managed according to KIBYS' applicable exchange procedures and local legal requirements.

 

Exchange shipments are generally processed within five (5) business days after the returned product has been received, inspected, and approved.

 

Processing times may be extended during promotional events, holiday seasons, inventory counts, or circumstances beyond KIBYS' reasonable control.

 

The replacement item will not be shipped until the original merchandise has been received and approved by KIBYS.

 

SHIPPING COSTS FOR EXCHANGES

 

Unless otherwise required by applicable law:

  • The Customer is responsible for the cost of shipping the original product back to KIBYS.
  • KIBYS will cover the shipping cost of sending the replacement product to the Customer.

This policy applies only to approved exchange requests.

 

While the returned product is being shipped at the Customer's own risk and expense, KIBYS S.A.S. shall not be responsible for any loss or damage occurring during return transit. Any product returned to KIBYS S.A.S. after the time limits established in our Terms and Conditions will be returned to the Customer, and the Customer will be responsible for any additional shipping charges. Likewise, any products that are worn, washed, stained, damaged, or otherwise not in resalable condition will be returned to the Customer, as KIBYS S.A.S. is unable to resell such merchandise.

 

SALE ITEMS

 

Products purchased during promotional campaigns or from the SALE section are considered final sale regarding exchanges based on personal preference, including size, color, or style.

However, this limitation does not affect any rights the Customer may have under applicable consumer protection laws, including claims related to manufacturing defects or legal warranties where applicable.

 

4.     5. RETURN POLICY (RIGHT OF WITHDRAWAL) 

 

Customers who purchase Products through the KIBYS International Online Store may have the right to withdraw from their purchase, subject to the consumer protection laws applicable in the country where the purchase was made.

 

Where applicable, Customers may exercise their Right of Withdrawal within five (5) business days after receiving their order by notifying KIBYS through one of our official Customer Service channels.

 

To exercise this right, the Customer must provide:

 

  • Full name
  • Order number
  • Email address associated with the purchase
  • Product(s) to be returned
  • Current contact information

Once the request has been received, KIBYS will provide the Customer with detailed instructions regarding the return process.

 

To qualify for a refund under the Right of Withdrawal, the returned Product must comply with all Eligibility Requirements described in this Policy.

 

Unless otherwise required by applicable law, the Customer is responsible for all shipping costs, customs duties, taxes, brokerage fees, and any other expenses associated with returning the Product.

 

Once the returned merchandise has been received, inspected, and approved, KIBYS will process the refund using the original payment method unless otherwise agreed.

Refunds under the Right of Withdrawal generally require the returned Product to be received before any refund can be issued.

 

Certain products may not qualify for the Right of Withdrawal where permitted by applicable law, including but not limited to:

 

  • Personalized or custom-made products.
  • Products manufactured according to Customer specifications.
  • Intimate apparel or products considered personal-use items for hygiene reasons.
  • Any other products excluded under applicable consumer protection legislation.

 

Nothing in this Policy limits any mandatory consumer rights granted under applicable law.

 

6. DEFECTIVE PRODUCTS & WARRANTY CLAIMS

 

At KIBYS, we take pride in the quality of our products. If you believe your purchase has a manufacturing defect, we encourage you to contact our Customer Service team as soon as reasonably possible after discovering the issue.

 

To help us evaluate your claim efficiently, we may request:

 

  • Photographs of the product.
  • Close-up images of the alleged defect.
  • Videos when necessary.
  • A detailed description of the issue.
  • The order number and purchase information.

Providing complete information helps reduce processing times and allows us to reach a decision more quickly.

 

Every warranty claim is individually evaluated by our Quality Assurance team.

 

Please note that not every issue constitutes a manufacturing defect.

 

The following situations are not considered manufacturing defects:

 

  • Normal wear and tear.
  • Damage caused by misuse, accidents, negligence, or improper storage.
  • Damage resulting from failure to follow the care instructions.
  • Alterations, repairs, or modifications made by third parties.
  • Damage caused by chemicals, perfumes, detergents, chlorine, sunscreen, cosmetics, or similar substances.
  • Natural fading resulting from normal use over time.

KIBYS reserves the right to request that the Product be returned for physical inspection before making a final determination.

 

If the claim is approved, KIBYS may, at its sole discretion and subject to applicable law:

 

  • Repair the Product.
  • Replace the Product with the same item.
  • Replace the Product with a comparable item if the original is no longer available.
  • Issue Store Credit (where applicable).
  • Provide a full or partial refund.

The remedy selected will depend on product availability, the nature of the defect, and the applicable legal requirements.

 

If the claim is denied, KIBYS will notify the Customer of the decision and, when applicable, return the Product to the Customer. Shipping costs associated with returning a non-defective Product may be the Customer's responsibility.

 

7. REFUND POLICY

Approved refunds are issued using the original payment method whenever possible, unless another method has been agreed upon with the Customer.

 

Refund processing times may vary depending on the payment provider, financial institution, and country of residence.

 

After KIBYS has approved the refund, financial institutions may require additional time before the funds become available in the Customer's account.

 

Unless otherwise required by applicable law, the following processing times generally apply:

 

Situation

Estimated Processing Time

Approved Return

Up to 15 business days after the returned Product has been received and approved.

Approved Warranty Claim (Refund Option)

Up to 15 business days after approval of the claim.

Cancelled Order (before shipment)

Up to 15 business days after confirmation of cancellation.

Inventory Unavailability

Up to 15 business days after confirmation that the ordered Product cannot be fulfilled.

 

 

Refunds include only the amount paid for the eligible Product(s).

 

Unless otherwise required by applicable law, the following amounts are non-refundable:

 

  • Original shipping charges.
  • Return shipping costs.
  • Customs duties.
  • Import taxes.
  • Brokerage fees.
  • Governmental assessments.
  • Any fees charged by customs authorities or shipping carriers.

 

If a shipment is refused by the Customer, abandoned, or returned because import duties, taxes, or customs documentation were not completed, KIBYS reserves the right to deduct all shipping, return shipping, customs, handling, administrative, and related costs from any refund that may otherwise be due.

 

If the refund cannot be completed using the original payment method for reasons beyond KIBYS' control, our Customer Service team will contact the Customer to arrange an alternative refund method where permitted.

 

8. SHIPPING COSTS FOR RETURNS & EXCHANGES

 

Shipping costs associated with returns and exchanges are allocated as follows, unless otherwise required by applicable law:

 

EXCHANGES

For approved exchange requests:

 

The Customer is responsible for the shipping cost of returning the original Product to KIBYS.

 

KIBYS will cover the shipping cost of sending the replacement Product to the Customer.

 

RETURNS

 

Unless otherwise required by applicable law, Customers are responsible for all shipping costs associated with returning Products, including:

 

  • Return shipping charges
  • Customs duties
  • Import taxes
  • Brokerage fees
  • Any other governmental or carrier-imposed charges

Original shipping charges paid at the time of purchase are non-refundable unless otherwise required by applicable law.

 

KIBYS recommends using a trackable shipping service when returning merchandise, as the Customer remains responsible for the Product until it is safely received by KIBYS.

 

KIBYS is not responsible for Products that are lost, delayed, or damaged while being returned by the Customer.

 

9. PRODUCTS NOT ELIGIBLE FOR RETURN OR EXCHANGE

 

Unless otherwise required by applicable law, the following Products are not eligible for return or exchange:

 

  • Products that have been worn, used, washed, altered, or damaged after delivery.
  • Products with stains, odors, makeup, perfume, deodorant, sunscreen, or similar residue.
  • Products returned without original tags, hygienic liners, accessories, or original packaging.
  • Personalized or custom-made Products.
  • Gift Cards.
  • Products identified as Final Sale.
  • Products purchased through authorized retailers or third-party sellers.
  • Products returned outside the applicable return or exchange period.
  • Any Product that does not comply with the Eligibility Requirements described in this Policy.

For hygiene reasons, swimwear, bodysuits, underwear, and other intimate garments may only be eligible for return or exchange if all hygienic protections remain intact and the Product has not been worn or used.

 

10. DAMAGED, INCORRECT OR INCOMPLETE ORDERS

 

If you receive an incorrect Product, a damaged shipment, or if any item is missing from your order, please contact KIBYS Customer Service within five (5) business days after the delivery date.

 

To help us investigate your request promptly, please provide:

 

  • Your order number.
  • Photographs of the shipping box.
  • Photographs of the shipping label.
  • Photographs of the Product(s) received.
  • A brief description of the issue.

Failure to report shipping discrepancies within the timeframe indicated above may limit KIBYS' ability to investigate the claim with the shipping carrier.

 

Whenever possible, KIBYS will work with the Customer to resolve shipping-related issues promptly and fairly.

 

11. INTERNATIONAL SHIPMENTS

 

International shipments may be subject to customs inspections, import procedures, and governmental regulations beyond KIBYS' control.

 

Delivery estimates provided at checkout are approximate and should not be interpreted as guaranteed delivery dates.

 

Delays caused by customs authorities, government agencies, weather conditions, transportation disruptions, strikes, or other circumstances beyond KIBYS' reasonable control shall not constitute grounds for cancellation, compensation, or liability.

 

Customers are responsible for complying with the import regulations applicable in their destination country.

 

Failure to pay customs duties, taxes, brokerage fees, or to provide any documentation required by customs authorities may result in shipment delays, refusal, abandonment, or return of the package.

 

Any additional costs arising from these circumstances shall be the Customer's responsibility.

 

12. LIMITATION OF LIABILITY

 

To the fullest extent permitted by applicable law, KIBYS shall not be liable for:

 

  • Delays caused by shipping carriers.
  • Customs clearance delays.
  • Governmental actions affecting international shipments.
  • Incorrect or incomplete shipping information provided by the Customer.
  • Failed delivery attempts resulting from Customer unavailability.
  • Packages refused by the Customer.
  • Losses resulting from circumstances beyond KIBYS' reasonable control.

Nothing in this Policy excludes or limits any liability that cannot legally be excluded under the applicable consumer protection laws.

 

13. POLICY UPDATES

 

KIBYS reserves the right to modify, update, or replace this Returns & Exchanges Policy at any time without prior notice.

 

The version published on the KIBYS website at the time the Customer places an order shall govern that purchase.

 

Customers are encouraged to review this Policy periodically before making a purchase.

 

14. CONTACT US

 

If you have any questions regarding this Returns & Exchanges Policy or require assistance with a return, exchange, warranty claim, or refund, our Customer Service team will be happy to assist you.

 

Customer Service

WhatsApp: +57 333 271 2556

Email: kcomercial@kibys.com.co

Website: shop.kibys.com.co