Refund policy

Berlaku efektif: 1 Januari 2026

Effective for all orders placed through Khaena official channels

At Khaena, we take great care in ensuring every order is prepared and packed to the highest standard. Please read this policy carefully before placing your order. By purchasing from us, you agree to the terms outlined below.

01 Unboxing Video Requirement

All refund and return requests must be accompanied by a complete, uninterrupted unboxing video recorded from the moment the package is first opened. The video must clearly show:

• The sealed/unopened condition of the package at the start of the recording
• The full unboxing process without any cuts or interruptions
• The item(s) received and any discrepancy with the order

If no complete unboxing video is provided, Khaena reserves the right to reject any return or refund claim, regardless of the reported issue. This policy protects both customers and our team against miscommunication and fraudulent claims.

02 Refund for Failed Delivery

A refund may be issued if the order fails to be delivered due to a shipping or logistics issue that is not caused by the customer (e.g. lost in transit, courier error). In such cases:

• The refund process will follow the terms and conditions of the respective shipping provider
• Khaena will assist in filing the claim on the customer's behalf where possible
• Processing time may vary depending on the courier's internal investigation timeline

Please note that refunds for failed deliveries are subject to the coverage and policies of the shipping service used at the time of purchase.

03 Return for Wrong Item Received

If the item you received does not match what was stated on your invoice (e.g. wrong product, wrong color, wrong size), you are entitled to a full return and refund, provided:

• A complete unboxing video is submitted as evidence (see Section 01)
• The return request is submitted within 2×24 hours of receiving the package
• The item is returned in its original, unworn, and unwashed condition

Once the return is validated by our team, Khaena will cover all return shipping costs and process a full refund to your original payment method. Return shipping arrangements will be coordinated directly with our customer support team.

04 Exchange for Correct Item (Customer's Choice)

If the item received is correct and matches your invoice, but you wish to exchange it for a different product (e.g. different size or color), an exchange may still be accommodated under the following terms:

• All shipping costs — both sending the item back to Khaena and receiving the replacement — are fully borne by the customer
• Exchanges are processed sequentially: Khaena will ship the replacement only after the returned item has been received and verified
• Items must be returned in original, unworn, and unwashed condition with tags intact
• Availability of the desired replacement item is not guaranteed and will be confirmed before proceeding

Please contact our team via WhatsApp before initiating any exchange to confirm product availability and receive return shipping instructions.

Summary Table

For any return, refund, or exchange inquiries, please reach out to our team via WhatsApp at +62 813-2598-9525 or visit https://khaena.com.