Return & Refund Policy

Our Return & Refund Policy provides you with all the necessary information regarding returns and refunds, including the applicable timeframe, eligibility conditions, accepted and non-accepted cases, and the processing procedure. Please read carefully to ensure an optimal shopping experience.

A. Applicable Timeframe & Product Conditions

1. Applicable Timeframe

You have 30 days from the date you receive your order to request a return or refund (if the fault is due to Kirezo) or an exchange (due to a change of mind).

2. General Product Conditions

Please ensure the product:

  • Has not been used or washed.
  • Retains all original tags/labels attached.
  • Is not damaged due to improper storage or use by the customer.

B. Accepted Cases & Processing Procedure

We classify requests into two main groups: Return/Refund due to Kirezo's Fault, and Exchange due to Change of Mind.

1. Return/Refund due to Kirezo's Fault (Manufacturing/Shipping/Error Defect)

1.1. Accepted Cases
  • Defective products due to manufacturing or shipping: For example, faded print, misaligned stitching, torn shower curtains,...
  • Incorrect products received compared to the order placed: For instance, a shortage in the ordered quantity (ordered 2 bath mats but received only 1), receiving the wrong model (ordered model A but received model B),...
  • Products received do not match the description on our website: For example, the actual size is smaller than the information provided on the website, the print design differs from the image on the web,...
1.2. Return/Refund Processing Procedure

Step 1: Submit Request

Send a request email to [email protected] with the following information: Order ID, detailed description of the issue, photo/video verification of the product condition (mandatory), and new shipping address (if changed).

Step 2: Kirezo Confirms Valid Request

We will proceed to process and verify the fault. During this process, we may contact you for support and to provide additional information for verification.

Note: You do not need to return the faulty order; you can use it or donate it. Therefore, you will not incur return shipping costs.

Step 3: Choose Resolution Method

  • Send replacement product: We will send a new order free of charge (including shipping fees).
  • Full refund: We will refund the entire order value (including shipping fees) back to the original payment method. Refund time: 3–10 business days (depending on the card-issuing bank).

2. Exchange due to Change of Mind (No Refund Applicable)

2.1. Accepted Case

Exchange when the customer wishes to change the design (general conditions in Section A apply).

2.2. Exchange Processing Procedure

Step 1: Submit Request

Send a request email to [email protected] with the following information: Order ID, reason for exchange, desired product to exchange to, and photo/video proof that the product meets the conditions (unused, original tags, no damage).

Step 2: Approval and Return Instructions

Once the request is approved, we will reply via email with detailed instructions on packaging and the return address.

Step 3: Send New Product

After we receive the returned product and confirm it meets the conditions, we will proceed to send the new product to you.

Notes on Costs and Product Value:

Shipping Costs: The customer is responsible for paying two-way shipping costs (the cost to send the item back and the cost for Kirezo to send the new product).

Product Value:

  • Exchange for product of equivalent value: No additional payment needed.
  • Exchange for product of higher value: The customer must pay the difference.
  • Exchange for product of lower value: The difference will not be refunded (this policy does not apply to refunds).

C. Cases Rejected for Return/Refund/Exchange

We regret having to reject requests in the following situations:

  • The request is submitted after 30 days from the date of receiving the order.
  • The product has been used, washed, or damaged due to improper storage by you.
  • Request for a Refund due to personal reasons (don't like it, no longer needed).
  • Information regarding design, quantity, or address was incorrect due to your own mistake.

Error Prevention Solution: To prevent these unfortunate incidents, we support changes (design, quantity, address) or order cancellation within 5 hours from the time of placing the order. Please send an email to [email protected] to make changes. We regret that we cannot process requests after this timeframe.

Important Note on Shipping: We will not be responsible for orders that cannot be delivered due to inaccurate shipping address information provided by you. In case you refuse to receive the goods, the order will be returned to us. We will then process and refund the order value back to the original payment method (after deducting shipping costs)

If you encounter any difficulties with returns/refunds, please contact us via email at [email protected]. We will do our best to assist you to ensure a satisfactory shopping experience here.