Refund & Cancellation Policy
Effective Date: Jan 1, 2025
At KitoKite, customer satisfaction is important to us. Please read our Refund & Cancellation Policy carefully before placing an order.
1. Order Cancellation
- Orders can only be cancelled before they are shipped.
- Once an order has been shipped, cancellation requests will not be accepted.
- Customized or personalized products cannot be cancelled once the order is placed.
2. Refund Eligibility
Refunds or replacements are only applicable in the following cases:
- Wrong product received
- Damaged product received
- Missing item in the package
Customers must contact us within 48 hours of delivery with proper photo or video proof.
3. Non-Refundable Products
The following items are not eligible for refund or return:
- Customized or personalized products
- Orders placed with incorrect information provided by the customer
4. Replacement Policy
If your issue is approved after verification, we may offer:
- Product replacement
- Store credit
- Partial or full refund depending on the situation
The final decision will be made by KitoKite after reviewing the issue.
5. Refund Processing Time
Approved refunds are usually processed within 5–7 business days to the original payment method.
6. Delivery Delays
Delivery delays caused by courier services, weather conditions, festivals, or unexpected situations are not eligible for cancellation or refund.
7. Contact Us
For refund, replacement, or cancellation support, contact us through:
- WhatsApp Support
- Contact Page
- Official Email Support
Thank you for shopping with KitoKite.