Return a Shop item or request a refund

If something you bought from the Kaharagia Shop isn't right, wrong, defective, damaged, or simply not what you wanted, this page covers what's possible and how to do it.

The fourteen-day return window

You may return goods within fourteen (14) days of receipt, provided they are in unused, resalable condition with original packaging.

You are responsible for return shipping costs in this case (i.e. you didn't want the item, but it arrived as described). For returns due to a defect, mistake, or non-conformity attributable to the State, return shipping is paid by the Shop, see "Defective or wrong items" below.

How to start a return

1. Sign in to your account at shop.kaharagia.org/account (or open the order from your confirmation email if you checked out as a guest)
2. Open the order
3. Choose Return an item
4. Select the item(s) and the reason
5. Submit. You'll receive a return reference and instructions for shipping the items back.

Pack the items securely in the original packaging and send them to the address provided in the instructions. Use a tracked service if possible, proof of postage protects you if the return is lost in transit.

What's not returnable

The following are not returnable except in the case of defect attributable to the State:

• Personalised, custom-made, or made-to-order items: such as items engraved or made to your specification
• Perishable goods
• Sealed goods unsealed after delivery for hygiene or safety reasons
• Digital downloads after delivery

The product page makes it clear when an item falls into one of these categories.

Defective or wrong items

If goods arrive defective, damaged in transit, or different from what was described:

1. Contact the Shop's support channel within a reasonable time after receipt, including photos of the issue helps speed resolution
2. The Shop will, at its election, replace, repair, or refund the affected items
3. Where a return is needed, the Shop pays the return shipping (you'll be sent a prepaid label or instructed to pay and submit the receipt for reimbursement)

How refunds are issued

Approved refunds are issued to the original payment method via Stripe. Processing time depends on Stripe and your bank, typically several business days, sometimes longer for international cards.

You'll receive an email confirmation when the refund is processed. The refund will appear on your statement labelled with the original transaction reference.

Partial refunds are possible (for example, if you return only some items in an order). Shipping charges are normally not refunded for "change of mind" returns; they are refunded for defective/wrong-item returns.

Cancelling before dispatch

If you've placed an order but it hasn't yet been dispatched, contact the support channel to cancel. Cancellation before dispatch refunds the full order including shipping. See Track a Shop order.

Lost-in-transit parcels

If a parcel never arrives:

1. Confirm via tracking that the parcel is genuinely lost (not just delayed or held by customs)
2. Contact the support channel with the order code and tracking history
3. The Shop will arrange replacement or refund where loss is attributable to the carrier

Refund policy in summary

Situation	Outcome
Change of mind, returned within 14 days, unused, original packaging	Refund minus return shipping
Defective on arrival	Replace, repair, or refund (Shop pays return shipping)
Damaged in transit	Replace or refund (provide photos)
Wrong item shipped	Replace or refund (Shop pays return shipping)
Personalised / made-to-order, no defect	Not returnable
Personalised / made-to-order, defective	Replace or refund
Lost in transit	Replace or refund
Cancelled before dispatch	Full refund including shipping
Customs duty / clearance fee	Not refundable (imposed by destination country)
Goods seized by customs	Not refundable (Shop has no control)

International returns

For returns from outside the Principality of Kaharagia:

• You are responsible for international return shipping costs (where the return is not due to a defect attributable to the State)
• Use a tracked service; the Shop is not liable for returns lost in transit if you used an untracked service
• Customs duties paid on the original delivery are not refundable; that is a matter for the destination country's customs authority
• Mark the return parcel clearly as "RETURNED GOODS" on the customs declaration to avoid being charged import duty into Kaharagia on receipt

When to contact support

Use the Shop's support channel for:

• Defective, damaged, or wrong items (with photos)
• Cancellation before dispatch
• Lost-in-transit parcels
• Help with the return form
• Anything else not covered above

For policy or legal questions about returns, see the Shop Terms of Sale.

Common questions

• "How long do I have to start a return?" Fourteen days from receipt for change-of-mind returns. Longer for defective items.
• "Will I be refunded the original shipping cost?" Not for change-of-mind returns; yes for defective/wrong-item returns and for cancellations before dispatch.
• "When will I see the refund on my card?" Several business days; longer for international cards. The Shop processes the refund promptly; the delay is in the bank network.
• "What if I lost the order confirmation?" Sign in to your account to access your order history. If you checked out as a guest, contact support with the email used at checkout.
• "Can I exchange instead of returning?" Effectively yes, return the unwanted item and place a new order. Direct exchanges aren't normally processed.