Refund policy
Return Policy
We encourage you to inspect your purchases as soon as they arrive. If there are any issues, please contact us promptly. Due to the limited nature of our merchandise, delays in reporting issues may limit our ability to assist you.
General Returns Policy
- All returns must be initiated and processed within 7 days of delivery. Returns requested after this timeframe will not be accepted.
- Customers are responsible for return shipping costs unless otherwise stated. Exceptions will be reviewed on a case-by-case basis.
- Items must be in their original condition—unworn, unwashed, and in the original packaging with all tags attached. Products that do not meet these criteria will not be eligible for return or exchange.
- Returns are only accepted for defective or damaged products. Returns due to change of mind, incorrect size selection, or personal preferences will not be entertained.
- For international orders, customers must ensure that all return shipping costs, customs fees, and taxes (if applicable) are pre-paid. We cannot accept packages with outstanding customs charges.
- We reserve the right to reject returns that show signs of use, damage, or tampering.
Size Exchanges
We do not accept size exchanges. We recommend checking the sizing information carefully before placing your order, as we provide a size chart on the item page. If you need assistance with sizing, please feel free to reach out to info@kissui.xyz for our customer service team prior to making your purchase.
Defective or Incorrect Items (Applicable to All Products)
If you receive a defective or incorrect item, please email us at info@kissui.xyz within 3 working days. Include the following information to help us facilitate your return:
- A detailed explanation of the issue.
- Photos clearly showing the defect or incorrect item.
- Photos of the shipping box and the packaging the item arrived in.
- Your Order Number.
Incorrect Items Policy
We strive to ensure accuracy in fulfilling your orders. However, if you receive an item that is different from what you ordered, please follow the steps below:
Reporting Incorrect Items
- Contact us at info@kissui.xyz within 3 working days of delivery.
- Provide the following information to facilitate the process:
- A detailed explanation of the issue.
- Photos clearly showing the incorrect item.
- Photos of the shipping box and the packaging the item arrived in.
- Your Order Number.
Returning Incorrect Items
- The incorrect item must be returned in its original condition—unworn, unwashed, with all tags and original packaging intact.
- The return shipping fee will be determined on a case-by-case basis, depending on the specifics of the situation. Please reach out to our customer service team for further guidance.
- All returns must be initiated and processed within 7 days of delivery.
Resolution Options
- Once the incorrect item is received and inspected, you may choose one of the following options:
- A replacement of the correct item will be sent at no additional cost.
- Store credit equivalent to the price of the correct item, valid for 180 days.
Important Notes
- Returned items that show signs of use, damage, or tampering will not be eligible for replacement or store credit.
- For international orders, any applicable customs fees or taxes for the return shipment must be pre-paid. We cannot accept packages with unpaid customs charges.
- Please retain proof of postage and tracking information for all returns.
Returns Process
For All Products (Except Figurines and Statues):
If the item is determined to be defective or incorrect, the customer will have the option to choose between two alternatives:
- We will issue store credit (including any applicable shipping fees) that will be valid for 180 days. The store credit can be used to purchase the same item or another item of your choice.
- We will send a replacement item at no additional cost.
The defective or incorrect item must be returned to us before we can initiate the refund for store credit. Please reach out to info@kissui.xyz for our customer service team to guide you through the process.
For Figurines and Statues:
- Defective Figurines: We will send a replacement part with shipping covered by Kissui.
- Incorrect Figurines: We will assess the situation and advise on the process.
- Defective Statues: We will assess the situation and advise on the return process.
- Incorrect Statues: We will assess the situation and advise on the return process.
Strict quality checks are conducted on all figurines and statues before shipping, but please expect slight imperfections due to hand-assembly and hand-painting.
Sale Items
If a defective or incorrect sale item is delivered, store credit will be issued based on the sale price.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without the need for justification.
- Unless otherwise stated, defective or incorrect items must be returned to us before we can initiate a refund for store credit. Please reach out at info@kissui.xyz for our customer service team to guide you through the process.
- It is important to ensure you retain your receipt of proof of purchase, and the item you would like to return is in the same condition as when you received it—unworn or unused, with tags attached, and in its original packaging. We will not be able to proceed with a return or refund process otherwise.
Purchases from Other Retailers
For items purchased from other retailers, please contact the retailer directly. We are unable to process return requests for items purchased through third-party buyers or secondhand resellers.
Customs and Taxes
We do not refund customs duties or taxes.
Cancellation Policy
We do not accept cancellations unless:
- We are unable to fulfill your order within the stipulated timeline.
- Your order has not yet been processed or shipped.
Non-Cancellable Items
Certain items are not eligible for cancellation under any circumstances, including:
- Pre-orders once production has started.
- Customized or personalized items.
- Limited-edition or exclusive items with pre-order commitments.
Contact Process for Cancellations
All cancellation requests must be submitted in writing via email to info@kissui.xyz. Please include the following details:
- Your Order Number.
- The reason for your cancellation request.
- Any additional supporting information if applicable.
Important Notes on Shipping Periods
While we strive to provide an accurate shipping timeline for all orders, some delays may occur. These delays can be caused by unforeseen circumstances, such as production issues, shipping logistics, or customs clearance. We appreciate your understanding and patience in such situations.
Additional Notes for International Customers
- Ensure all returns comply with international shipping regulations. Non-compliance with customs requirements or insufficient shipping fees will result in rejection of the return.
- For fragile items such as figurines and statues, please use secure and appropriate packaging to avoid damage during return shipping.
