Returns and Exchange Policy

At KAY Outlet, we strive to provide each and every Guest with an experience that makes them feel confident in their purchase. We hope your selection brings you many years of enjoyment. However, if for any reason you are dissatisfied with your purchase, you may return your item based on our current Return and Exchange Policy.

You may return your purchase within 30 days of the purchase date. You may exchange jewelry within 60 days and watches within 30 days. Returns and exchanges are not allowed on special ordered watches, custom designs, ear piercing earrings, gift cards, merchandise received via the Jewelry Replacement Plan and casino gift certificate purchases. Jewelry must be in good condition and watches unworn, unaltered and accompanied by the original packaging, warranty and instructions. Prior to returning a smartwatch, we require the removal, un-syncing and deletion of all data stored on the product.

All refunds are credited to the same tender as the original purchase.

Credit and Debit Cards – The same account will be credited.

Check – A refund check will be issued from our corporate office and mailed within 21 days. Any returned customer check is subject to a service charge.

Cash – When funds are unavailable or cash refund amount is greater than $500,  a refund check will be issued from our corporate office and mailed within 21 days.

Gift Card – Refunds will be given in the form of a new gift card. Gift cards cannot be returned (except where required by law).

Trade-Ins – You will receive either your original trade-in or similar merchandise.

Exchanges Accompanied by Gift Receipt – You may return your item for a gift card within 30 days of the purchase date. You may exchange jewelry within 60 days and watches within 30 days. This excludes purchases made with Progressive Lease. 

CLEARANCE PRICING POLICY – Ticketed prices refer to the original ticketed price of the merchandise and may not have resulted in sales. Intermediate markdowns may have been taken before the clearance prices shown. Clearance merchandise may have been included in previous promotions. Clearance prices are available for as long as inventory exists.  

In‐Store Purchases

Purchases made at a KAY or KAY Outlet store MUST be returned to a KAY or KAY Outlet store. These items may NOT be returned by mail to our distribution center.

Online Purchases

If you purchased your item online, you can return your item to any KAY or KAY Outlet store. If there is no store near you, you may return the item by mail.

Returns to the store must include the original packing slip with the item. If you no longer have the packing slip, bring a copy of your ship confirmation email or online purchase receipt displayed during checkout.

All products must be returned in good condition, in original boxes, and with all paperwork (such as watch instruction booklet or diamond certificate) and accessories to ensure a full credit.

The store associate will process your return. Refund will be credited to the same form of payment in your original purchase. Please allow 3 weeks for the credit to appear on your billing statement. Please note that your original shipping and handling or other additional costs will not be refunded, unless you received a damaged, defective, or incorrect item.

Return By Mail

  1. If there is damage to an item upon delivery, call our contact center immediately at 1-800-527-8029 for assistance.
  2. Please read the information on your original packing slip.
  3. Pack the item securely. Use the original package, if possible. Enclose the original or a copy of the packing slip.
  4. If you do not have your original packing slip, please provide us with your name, address, phone number, email address, and order number.

  5. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.

    For your protection, we recommend that you use a shipping method that provides insurance and tracking services from providers such as UPS, FedEx, or USPS for your return. Ship the return package to the address indicated on the packing slip:

    SJIX
    375 Ghent Rd.
    Akron, OH 44333

  6. Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to our distribution center.
  7. You can expect a refund within 3 weeks of our receiving your returned product. Refund will be credited to the same form of payment used in your original purchase.