Returns & Refunds
Last updated: 9 October 2026
We hope you will love your Kaaita product. If something is not quite right, please contact us and we will be happy to help.
1. Right of withdrawal
If you are purchasing as a consumer, you have the right to withdraw from your purchase within 14 days without giving a reason.
The withdrawal period expires 14 days after the day on which you, or a person designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, please inform us before the 14-day period has expired:
Kaaita d.o.o.
Vilharjeva cesta 3a
1000 Ljubljana
Slovenia
Email: sayhay@kaaita.com
You may send us an email clearly stating that you wish to withdraw from the purchase. You can also use the model withdrawal form provided at the end of this policy, although this is not compulsory.
Please include your name, order number and the products you wish to return.
2. Returning the products
After informing us of your decision to withdraw, you must send the products back within 14 days.
Unless we provide different instructions, returns should be sent to:
Kaaita d.o.o.
Vilharjeva cesta 3a
1000 Ljubljana
Slovenia
Please contact us at sayhay@kaaita.com before sending the parcel so that we can provide the correct return instructions.
Products must be returned in their original condition and, where possible, in their original packaging.
You may inspect and try the product in the same way as you would in a physical shop. You are responsible for any reduction in the value of the product caused by handling it beyond what is necessary to establish its nature, characteristics and fit.
For hygiene reasons, we kindly ask that slippers and other wearable products are tried on indoors, on a clean surface and with clean socks.
3. Return shipping costs
If you are returning a product because you changed your mind, you are responsible for the direct cost of returning it.
We recommend using a tracked postal or courier service. Until the parcel reaches us, responsibility for the return remains with you.
If the product is faulty, damaged, incorrect or not as described, Kaaita will cover the reasonable return costs or provide another appropriate solution.
4. Refunds
Once you have notified us of your withdrawal, we will refund all payments received from you, including the cost of our least expensive standard delivery option.
If you selected a more expensive or express delivery option, the additional delivery cost will not be refunded.
We will issue the refund without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we receive the returned products or until you provide evidence that the products have been sent back, whichever happens first.
The refund will be made using the same payment method used for the original purchase, unless expressly agreed otherwise. You will not be charged a fee for the refund.
5. Products that cannot be returned
The statutory right of withdrawal does not apply to products that are made to the customer’s specifications, clearly personalised or otherwise produced specifically for the customer.
This exception applies only where the product was clearly identified as personalised or made to order before the purchase was completed.
For hygiene reasons, we may also be unable to accept returned products that were supplied sealed and have been unsealed after delivery, where the product is not suitable for return for genuine health-protection or hygiene reasons.
These exceptions do not affect your rights if the product is faulty, damaged or not as described.
6. Faulty, damaged or incorrect products
Please inspect your order when it arrives.
If a product is faulty, damaged during delivery, incorrect or does not match its description, contact us at sayhay@kaaita.com as soon as possible. Please include:
your order number;
a description of the issue; and
clear photographs of the product and packaging, where relevant.
Depending on the circumstances and your statutory rights, we will offer an appropriate remedy, which may include repair, replacement, a price reduction or refund.
Consumers in the European Union benefit from a minimum two-year legal guarantee for products that are faulty or do not conform to the sales contract. Nothing in this policy limits your mandatory consumer rights.
7. Exchanges
If you would like a different size, colour or product, please contact us at sayhay@kaaita.com.
Exchanges depend on product availability. In some cases, the simplest option will be to return the original product and place a new order.
Unless the original product was faulty, damaged or incorrect, the customer is responsible for the cost of returning it and for any delivery cost associated with the new order.
8. Business purchases
The statutory 14-day consumer right of withdrawal applies to consumers and does not automatically apply to purchases made primarily for business or professional purposes.
Returns relating to business orders, bulk orders, customised products or direct hospitality orders are subject to any separate written quotation, agreement or terms agreed with Kaaita.
9. Contact
For all return and refund enquiries, contact:
Kaaita d.o.o.
Vilharjeva cesta 3a
1000 Ljubljana
Slovenia
Email: sayhay@kaaita.com
Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract.
To: Kaaita d.o.o., Vilharjeva cesta 3a, 1000 Ljubljana, Slovenia
Email: sayhay@kaaita.com
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date:
Signature, only if this form is submitted on paper: