Refund policy

REFUND POLICY

Effective as of February 10, 2026

All sales are final.

We do not issue refunds. 

We allow exchanges only.

Exchanges Window 

  • Requests are accepted within 7 days of delivery
  • Requests submitted after 7 days will automatically be denied. 

How to request an Exchange

You can initiate an exchange request by: 

Note: This method is only available for orders placed directly on the By Karena website. 

  • Completing the Contact us form on our website, or 
  • Emailing @ordersbykarenashop with: 

Order Number

Reason for exchange

Clear photos (if applicable)

Items sent back without approval will not be accepted.

Eligibility Requirements 

  • Items must be unused, unworn and in sellable conditions. 
  • Original packaging must be intact. 
  • Items must be returned exactly as received.

Exchange Value

  • Exchange items must be of equal or lesser value. 
  • We do not issue store credit or refunds for price differences. 

Processing Time 

Approved exchanges requests may take up to 10 Business days to process. 

Once received and inspected, replacement items will be shipped. 

Non-Exchangeable Items

The following items are final sale and not eligible for exchange: 

  • Clearance or discontinued items
  • Custom or personalized items
  • Perishable items

Damaged or Incorrect Items: 

If you received a damaged or incorrect item: 

  • Contact us within 7 days of delivery
  • Submit your request through the contact us form or email
  • Provide clear photos of the item and packaging

If approved: 

  • We will replace or exchange the item
  • A prepaid return label will be provided 

Shipping Responsibility

  • Customers are responsible for return shipping costs for all exchanges not related to damaged or our error
  • Shipping fees are non-refundable

Lost Packages 

By Karena is not responsible for packages lost or stolen in transit. 

Customer must contact the shipping carrier directly to file a claim using the tracking information provided. 

Customer Support 

✉️ Orders@bykarenashop.com

📝Contact Us Form  

🗓️Monday-Friday | 9A-5P (Excluding weekends & holidays)