1. Our Approach

KASAI produces premium womenswear in small batches and to order. We stand behind the quality of everything we make. If something is not right, we will always work to find a fair resolution.

This Policy explains your return rights, how to initiate a return, and how refunds and store credit are processed. It forms part of our Terms and Conditions, which govern your purchase contract with us.

2. Your Right to Return

2.1  In accordance with Romanian law (OUG 34/2014) implementing EU Directive 2011/83/EU, if you are a consumer resident in the European Union, you have the right to return any eligible item within 14 calendar days of the date you physically receive your order, without providing a reason.

2.2  This right applies to standard items, including made-to-order garments produced from fixed size and colour options without personalisation.

2.3  The 14-day period begins on the day after you or a person you nominate receive the parcel.

3. Items That Cannot Be Returned

3.1  Personalised or Bespoke Items

Garments made to your specific measurements or personalised at your request are excluded from the right of withdrawal under Art. 16(c) of EU Directive 2011/83/EU.

KASAI does not currently offer personalised or bespoke garments as standard. This clause applies to any future personalised offering and will be clearly communicated at that time.

3.2  Items That Have Been Worn, Washed, or Altered

Items showing signs of wear, washing, perfume, makeup, or any alteration will not be accepted for return.

3.3  Items Returned Without Original Packaging and Tags

All KASAI garment tags, labels, and original packaging must be intact and included with your return.

3.4  Items Damaged After Delivery

We are not able to accept returns for damage caused after the item has been delivered to you.

4. Condition Requirements for All Returns

To be accepted, returned items must be:

• Unworn and unwashed
• Free from odour, makeup, or any marks
• With all original KASAI tags and labels attached and in their original position
• Packed securely in the original packaging or equivalent protective packaging

We reserve the right to refuse a return that does not meet these conditions. If we do, we will notify you within 5 business days of receiving the item and offer to return it to you at your cost.

5. How to Initiate a Return

Step 1. Notify us within 14 calendar days of delivery

Email us at contact@kasai-studio.com with your order number, the item(s) you wish to return, your reason for return (optional), and whether you prefer a cash refund or store credit.

Step 2. Receive return instructions

We will respond within 2 business days with confirmation and return instructions specific to your location and chosen refund method.

Step 3. Send the item back

Items must be received by us within 14 calendar days of your return notification. We recommend using a tracked shipping service and retaining proof of postage until your return is confirmed.

6. Return Shipping

6.1  Customers in Romania

6.2  Customers in the European Union (outside Romania)

6.3  Customers Outside the European Union

6.4  Important Notes on Return Shipping

• Returns must be sent via a tracked courier service. KASAI accepts no responsibility for parcels lost in return transit that cannot be evidenced with tracking.
• We do not accept returns shipped via Romanian Postal Service (Poșta Română) under any circumstances, regardless of whether tracking is provided. Accepted couriers: Fan Courier, DHL, DPD, Cargus, and GLS. Returns sent via Poșta Română will be refused upon arrival and returned to the sender.
• For returns from outside the EU, please mark the parcel clearly as RETURNED GOODS, NO COMMERCIAL VALUE on all customs documentation to avoid import duties being applied.

7. Refunds

7.1  Cash Refund

• Upon receipt and inspection of your returned item, we will process your refund within 14 calendar days.
• The refund will include the original standard delivery cost paid at checkout, where applicable. As KASAI offers complimentary shipping on all Romania and EU orders and on international orders of €900 and above, a delivery cost refund will only apply to international orders below the free shipping threshold.
• Refunds are issued via the original payment method used at checkout.

7.2  Store Credit

• Upon receipt and inspection of your returned item, we will issue your store credit code by email within 5 business days.
• Store credit is valid for 12 months from the date of issue.
• Store credit may be applied to any future purchase on www.kasai-studio.com.
• Store credit is non-transferable and cannot be redeemed for cash.
• For customers outside the EU choosing store credit, the credit is issued at 110% of the purchase price.

7.3  Partial Refunds

If a returned item shows signs of use or diminished value caused by handling beyond what is reasonably necessary to assess the garment, we reserve the right to apply a proportional deduction to the refund amount. We will notify you of any such deduction before processing.

8. Defective or Incorrect Items

8.1  If you receive an item that is defective, damaged in transit, or does not match your order, please contact us at contact@kasai-studio.com within 48 hours of delivery with your order number, a clear description of the issue, and photographs.

8.2  In these cases, KASAI will cover all return shipping costs regardless of your location or chosen resolution.

8.3  Our first resolution will always be to repair or replace the item at no cost to you. Where this is not possible within a reasonable timeframe, we will offer a full refund or store credit at your choice.

8.4  Under Romanian law implementing EU Directive 2019/771, you benefit from a legal guarantee of conformity of 2 years from the date of delivery. This applies to manufacturing defects and non-conformities that existed at the time of delivery.

9. Order Cancellations

9.1  In-Stock Items

You may cancel your order at any time before dispatch by contacting us immediately at contact@kasai-studio.com. In-stock items are dispatched within 1 to 3 business days, so please contact us as soon as possible.

9.2  Made-to-Order Items

You may cancel a made-to-order item at any time before it enters active production. Once production has begun, we reserve the right to apply a partial production cost recovery, which will be communicated to you transparently before any deduction is made.

9.3  Cancellation Refund Timeline

Cancellation refunds are processed within 14 calendar days of your cancellation being confirmed by KASAI.

10. Exchanges

KASAI does not currently operate a direct exchange system. If you would like a different size or colour, please initiate a return as described in Section 5 and place a new order for the item you want. If you choose store credit for your return, you can apply it immediately to your new order.

11. Contact

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