Refund policy

Last updated: March 8, 2026

At KAI MERCH, we want you to feel confident and excited about every piece you purchase. If something isn’t quite right, we’re here to make it easy.

ONLINE ORDERS – EXCHANGES

Exchange Period

Exchanges must be requested within 7 days from the date of delivery.

How to Request an Exchange

Step 1: Contact our Customer Care Team via:

• Email: fulfillment@seasonsbykai.com
• WhatsApp: +94762027711
• Instagram DM 

Please include your order number and the item you wish to exchange.

Step 2:
Once approved, we will arrange a courier pickup from your doorstep.

Courier costs for exchanges within Western Province are fully covered by Kai Beach Club.

Step 3:
Once the item passes inspection, your replacement will be delivered to you.

EXCHANGING ONLINE ORDERS AT KAI COLOMBO

Online purchases may also be exchanged in person at Kai Colombo.

You must present:

• Your digital receipt or confirmation email
• The item in original condition

Our team will inspect the garment and process your exchange immediately (subject to stock availability).

CONDITIONS FOR EXCHANGE

To be eligible for exchange:

• Item must be unused and unworn
• All original tags and labels must be attached
• Item must not be soiled, damaged, altered, or have hygiene concerns
• Items that do not meet these conditions may not qualify for exchange.

DEFECTIVE OR MANUFACTURING FAULTS

If you receive a garment with a genuine manufacturing defect, we sincerely apologise.

Please notify us within 7 days of receiving your order.

After inspection, you may choose:

• A full refund
• An exchange
• A replacement item

If approved, the refund will be processed via bank transfer or the original payment method.

Courier charges for defect-related returns are fully covered by Kai Beach Club.

PRICE DIFFERENCES DURING EXCHANGE

If the new item is:

Higher in value → You pay the difference

Lower in value → The balance will be given as a KAI MERCH store credit or can be redeemed for food and beverages at any of the Kai properties.  

We do not want you to lose value when exchanging.

SALE ITEMS

Sale items may be exchanged for a different size (subject to availability).
Refunds are not applicable for sale items unless there is a manufacturing defect.

PHYSICAL STORE PURCHASES – EXCHANGES

Items purchased at Kai Colombo can be exchanged within 7 days of purchase with the original receipt.

Conditions apply:

• The item must be unused
• Tags must remain attached
• No hygiene-related issues

Refunds are only applicable for verified manufacturing defects.

IMPORTANT NOTES

Exchanges are subject to stock availability.

Items remain the customer’s responsibility until received by KAI MERCH.

We aim to process exchanges within 7–10 working days.

OUR PROMISE

We are a brand built on trust, quality, and community. If something isn’t right, we’ll do our best to make it right.