Refund and Returns Policy

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At KEIA, we take immense pride in the craftsmanship of our in-house manufactured leather bags and precision timepieces. Because we manage our own production, every item undergoes a rigorous quality control process before it leaves our workshop in the United Arab Emirates.

If you are not entirely satisfied with your purchase, we are here to help. Our policy is designed to be fair and transparent, in accordance with the consumer protection laws of the UAE.

1. Return Conditions

To be eligible for a return, please ensure that:

  • The item was purchased within the last 14 days.
  • The product is in its original packaging, including all dust bags, authenticity cards, and protective films (especially for watch crystals and bracelets).
  • The item is unused and in the same condition that you received it.
  • The original receipt or proof of purchase is provided.

Note: For hygiene and safety reasons, personalized or bespoke items cannot be returned unless they arrive damaged or defective.

2. The Return Process

To initiate a return, please contact our support team at support@keia.shop. Once your request is reviewed, we will provide instructions on how to send your item back to our UAE facility.

  • Shipping Costs: Unless the item is defective or incorrect, customers are responsible for paying their own shipping costs for returning items.
  • Tracking: We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

 

3. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Please allow 7 to 14 business days for the transaction to reflect in your account, depending on your bank’s policies.
  • Partial Refunds: In certain situations, only partial refunds may be granted (e.g., items with signs of use or missing parts not due to our error).

 

4. Exchanges (Defects or Damages)

We only replace items if they are defective or damaged upon arrival. As we manufacture our own bags and watches, we stand by our quality. If you receive a faulty product, please contact us immediately with photos of the defect. We will arrange a replacement or a professional repair at no additional cost to you.

5. Watch Warranty & Returns

Our watches are precision instruments. If a watch is returned with signs of internal tampering, unauthorized repairs, or water damage exceeding the specified atmosphere (ATM) rating, the return or refund may be voided. Please refer to your warranty card for specific mechanical coverage.

Contact Us

If you have any questions concerning our return and refund policy, please reach out to our team:

KEIA Customer Service 

  • Phone: +971509404753
  • Address: Al Quoz 2 Warehouse E 21 Dubai, United Arab Emirates
  • Support Team Email: support@keia.shop