Return & Refund Policy

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

a. Applicable Timeframe For Returns/Refunds

You have 30 days from the date you receive your order to request a return or refund if the fault lies with us.

b. Eligible Product Conditions For Returns/Refunds

Please ensure the product is unused, unwashed, and has all original tags/labels attached.

c. Accepted Cases For Returns/Refunds

We accept returns/refunds for orders where the fault is attributable to us, including:

  • 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,...

d. Cases Where Returns/Refunds Are Rejected

In addition to the accepted cases mentioned above, we regret to decline returns/refunds in the following situations:

  • Requesting a return/refund after 30 days from the order receipt date: We encourage customers to inspect their orders immediately upon receipt to avoid discovering issues past the return/refund period.
  • Products that have been used, washed, or damaged due to your improper care.
  • Returns/refunds for personal reasons such as disliking the item or no longer needing it.
  • Incorrect model, quantity, or address information provided due to your own oversight. To prevent such unfortunate incidents, we offer support for changes (model, quantity, address) or order cancellations within 5 hours from the time the order was placed. To make changes/cancel, simply send an email to [email protected], and we proceed with your request. We regret that we cannot process requests submitted after this 5-hours window, as your order may have already entered the processing and packaging stages.

e. Processing Procedure

Step 1: Submit your return/refund request

In this step, you need to send your return/refund request via email to [email protected] if your order falls under one of the three accepted return/refund cases mentioned above. In your email, please provide the following complete information:

  • Order ID
  • Description of the order issue you encountered (e.g., misaligned stitching, missing product...)
  • Photo/videos verifying the order's condition (e.g., images of the area with misaligned stitching...)
  • New shipping address ( in case you have a change in delivery address).

Step 2: Await confirmation from Kirezo

In this step, after submitting your request, please wait for us to receive, process, and verify the accuracy of the order issue you described. We may contact you for additional information during the verification process if needed. Once your order is confirmed by us as having a fault on our end, you will receive an email providing further instructions. Note: For our store, you do not need to return the faulty order; you can use it as a gift or donate it. Therefore, you will not incur any return shipping costs.

Step 3: Choose your return/refund method

After your order is confirmed as faulty on our end, Kirezo will proceed with one of two options:

  • Send a replacement item: If the product in your order is still in stock, we will send you a new order free of charge, including shipping fees, to the address you provided in your request email (if there was an address change).
  • Full refund of the order value (including shipping costs) to your original payment method. We will issue the refund via your original payment method (e.g., PayPal, Visa, Mastercard...). Depending on the payment processor, the funds may appear in your account within approximately 3 - 10 business days. In some cases, the refund period may be longer, depending on your issuing bank.

Important Note: We will not be responsible for undeliverable orders due to incorrect shipping address information provided by you. In cases where you refuse to accept delivery, the order will be returned to us, and we will then process and refund the order value to your 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.