Return & Refund Policy

Your satisfaction is very important to us. We offer a 30-day Return & Exchange Policy for your convenience:

Damaged or Defective Items: If your product arrives damaged or is faulty, we will arrange a replacement at no additional cost.

Return Window: You may request a return or exchange within 30 days from the date you received your order.

Package Offers: Items purchased as part of a package deal (e.g., 1+1, 2+1 offers) cannot be partially returned, even if unopened. The full package must be returned to qualify for a refund.

Order Cancellations: If you wish to cancel your order due to a mistake or change of mind, you must do so within 5 minutes of placing the order. This is because we use an automated fulfilment process, and once an order has entered the processing or dispatch stage, it cannot be canceled. After this timeframe, you will need to follow the standard returns process after receiving the order.

Shipping Responsibility:
Please be aware that customers are responsible for the shipping costs of returned items to our processing center. 

Eligibility for Returns: To qualify for a return, items must be unused, unopened and undamaged.

How to Initiate a Return:
Please contact our support team via email with the subject line 'Returns' and provide the following details:

- Order number
- Your name
- Reason for the return

Return Instructions:
After you contact us, we will provide detailed instructions on how and where to send your return. We strongly recommend obtaining proof of postage to prevent issues with lost packages.

Refund Process:
Once the returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

Refund Timeline:
If approved, the refund will be processed and automatically applied to your original payment method. Please allow up to 10 business days for the credit to reflect in your account.

Subscription Orders
Subscription Terms: By subscribing, you authorize recurring charges according to the price, frequency, and schedule specified at checkout. This includes any discounted price associated with your subscription.

Cancellation Policy:
You may cancel any time before the next renewal date to avoid future charges.

Note: Once your subscription shipment has entered the dispatch process, it cannot be stopped or canceled, as our warehouse operates separately from customer support.

Returned Subscription Items: Returned items must comply with the standard return conditions (unused, unopened, and undamaged).

Refunds for Subscription Items: Refunds are processed only after we receive and inspect the returned product, as per the standard policy above.

Contact Information for Returns:
For all return requests, please email us at: support@kiyomi-usa.com

Thank you for your understanding and support.