Refund policy
Returns
You can request a return within 30 days of receiving your order.
To qualify, the item must be returned in its original condition: unused, unworn, with all tags attached and in the original packaging. Proof of purchase (such as your order confirmation or receipt) is required.
To request a return, email us at info@kytali.com. Once your request is approved, we'll send you instructions on where and how to ship your package. Please note that returns sent without prior approval cannot be accepted.
Questions about a return? Reach out anytime at info@kytali.com.
Damaged, Defective or Incorrect Items
Please check your order as soon as it arrives. If anything is damaged, defective or not what you ordered, contact us right away so we can review the issue and resolve it for you.
Non-Returnable Items
The following items are not eligible for return:
- Perishable goods (e.g. food, flowers, plants)
- Custom-made or personalized products
- Personal care and beauty products
- Hazardous materials, flammable liquids or gases
- Gift cards
Unsure whether your item qualifies? Get in touch and we'll be happy to help.
Exchanges
We don't process direct exchanges. The quickest way to get the item you want is to return your original purchase and, once the return is approved, place a new order.
Your Rights Under Canadian Consumer Protection Law
Nothing in this policy limits any rights you may have under the consumer protection laws of your province or territory. Depending on where you live in Canada, additional rights may apply to online purchases, including requirements around order confirmations, disclosure of delivery timelines, and cancellation rights if goods are not delivered as promised.
Refunds
After your return arrives, we'll inspect it and let you know whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days.
Your bank or card provider may need some additional time to process the refund.
If you haven't received your refund within 15 business days of approval, please contact us at info@kytali.com.
PAYMENT POLICY
SECURE CHECKOUT
kytali.com uses SSL (Secure Sockets Layer) encryption to protect your checkout. All forms on our site are secured, so your personal and payment details are encrypted in transit. You can recognise a secure connection by the padlock icon in your browser and by "https" in the address bar.
ACCEPTED PAYMENT METHODS
Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, Shop Pay
(Check this against what's actually active in your Shopify checkout settings before publishing — don't list a method you haven't enabled.)
CURRENCY
All prices are listed and charged in Canadian dollars (CAD). If your card is issued in another currency, your bank applies its own exchange rate and may charge a conversion fee.
WHEN YOU ARE CHARGED
Payment is taken when you place your order. If we cannot fulfil the order, you are refunded in full.
WHAT APPEARS ON YOUR STATEMENT
Charges appear as ❓ (see question below). If you don't recognise a charge, please email us before contacting your bank — we can usually identify the order straight away.
PCI COMPLIANCE
Payments are processed by PCI DSS compliant providers. PCI DSS is the security standard for organisations that handle card data, set by the Payment Card Industry Security Standards Council.
YOUR PAYMENT INFORMATION
We never receive or store your full card number. Once your purchase is complete, we can see your billing details, shipping details, order contents and the last four digits of your card.
We do not sell, rent or share your personal information. See our Privacy Policy (kytali.com/policies/privacy-policy) for how your data is collected and used.
FAILED PAYMENTS
If your payment is declined, no order is created. Check your details and try again, or use a different method. Any pending authorisation is released by your bank, usually within a few business days.
TAXES AND DUTIES
Prices shown at checkout do not include Canadian GST/HST or provincial sales tax. Since your order ships directly from outside Canada, any applicable GST/HST, customs duties or brokerage fees are assessed and collected by the courier at the time of delivery, not charged at checkout — see our Shipping Policy (kytali.com/policies/shipping-policy) for details on when this applies.