Reply from KAYALIJul 23, 2026
Hello,
Thank you for taking the time to share your feedback.
We are truly sorry that your experience with the Bakhoor Burner did not meet your expectations.
When you first contacted us, we promptly arranged a replacement of both the Bakhoor Burner and the Bakhoor Wood Chips as a gesture of goodwill, as providing an exceptional customer experience is always our priority. Although our standard policy does not allow returns for international orders, we made an exception in your case as part of our commitment to delivering the level of quality and care that KAYALI prides itself on.
We would also like to clarify that, as the products were not returned to our facility for inspection, requesting photos and videos is a standard part of our quality assessment process for any product reported as defective. This information enables our Quality Team to thoroughly investigate the reported issue, identify the root cause, and support our ongoing commitment to product quality and continuous improvement. These requests are not intended to delay or complicate the resolution process, but rather to ensure that each case is reviewed carefully.
Following our Customer Service efforts to support you, we noted that you placed another order with KAYALI, including the purchase of another Bakhoor Burner, which we sincerely appreciate. Given the replacement we provided as a gesture of goodwill, the exception made to our standard international returns policy, the assistance from our Customer Service team, and your subsequent purchase, we were sorry to hear that your experience still did not meet your expectations.
Our goal has always been to provide the best possible resolution. We appreciate your feedback and will continue using it to improve both our products and the customer experience.
With love,
KAYALI Customer Care Team
