At KawaiiSale, your satisfaction is our top priority, that’s why we offer a 15-day money-back guarantee return policy. Please be assured that we take extra care to ensure that all our customers receive their items on time. Please understand that while we take every effort to minimize delays, sometimes factors beyond our control (i.e., peak seasons, delivery strikes) may affect delivery times.

All our customers are protected by our buyer protection and refund policy (“Refund Policy“) when you make a purchase through us. If you do not receive your item by the stipulated time frame in our Refund Policy, we will make a full refund for your purchase.

In making a purchase through our store, you agree to the refund policy as set out below. Please also read our Shipping Policy carefully as shipping times around the world may vary depending on your country and state.

Our full Terms & Conditions are available here.

You can start a refund/return process via our live chat or by mailing support@kawaiisale.com with your order number.

We process refunds in accordance to our refund policy as stated below:

1. Refunds for non-delivery of items 

1.1 For any item bought in the store we will issue you a full refund if:

a) You have not received your item 60 days after the order date; and

b) The tracking for your items shows that the item has not been delivered to your address.

1.2 We won’t provide a full refund

a) If you provide us with an incorrect address for shipment or fail to collect your package from the delivery point, your order may be discarded by the deliver courier and you will not be eligible for any refund for non-delivery of your item(s) under our Refund Policy. You are solely responsible for providing your correct address for shipment and we are not able to change the shipping address once your order has been shipped. 

b) The tracking for your items shows delivered but you haven’t received the item and you can’t provide a police report reference number. Most often than not, when this happen it’s due to package thieves or porch pirates. Unfortunately, recent developments of parcel insurance policies require a reference number from the police in order to cover the costs of the goods. You will need to provide one in this specific case.

1.3 In the case of multi-item orders where you only receive one part of your order, we will refund you the cost of that part of the order which is not received, and the shipping costs in proportion to the number of orders not received. For example, if you paid $40 for 4 items and only receive 3 items, we will refund you the cost of the item not received.

1.4 We will process refunds within 3-4 days after evaluating your request. Please note that it may take between 2 – 10 days for the refund to appear on your card statement.

2. Refunds of Wrong Items or “Not as Described” 

2.1 In the very rare instance where your item arrives badly damaged or significantly not as described, our customer support team will require further evidence to initiate a refund to you. Please include photos, picture, video and other material that we can use to verify that the item has arrived damaged or is significantly not as described. To be really sure and process your request as fast as possible, be sure to always record your unboxing experience within a week of receiving your order.

2.2 Our customer service and evaluation teams may, in their sole discretion, take the following course of action:

a) Provide a full refund if the item arrives badly damaged or is significantly not as described;

b) Provide a partial refund if the item is partially damaged during shipment or is not exactly as described; or

b) Provide no refund.

Please note that we take an objective view when evaluating customer complaints, and our evaluation teams reserve the right to make a final decision on the refund amount in accordance with our Terms of Service. Please understand that we take extra care to ensure that you receive quality items, and we have a strict process in place to ensure quality checks.

2.3 You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.

2.4 We do not accept returns for items simply because the customer no longer wants the item after receiving it. Items that conform to their description do not qualify to be returned or refunded under this policy.

3. Refunds for Order Cancellations 

3.1 Order cancellations after an item has been shipped are strictly non-refundable. However, if your order is

a) Marked as received (paid): you can request an order cancellation right away and you will receive a full refund.

b) Marked as processing: you have 24 hours after your order begins processing to request a cancellation and receive a full refund.

3.2 For the avoidance of doubt, our buyer protection policy only applies to items not received or not as described as defined under the Refund Policy, and do not apply to order cancellation requests.

3.3 If you are not sure about any details of any item in our store, please contact our customer service to clarify before placing an order.

4. Returns

4.1 In the event that you do not agree with our decision under Clause 2.2 or you are not satisfied with your order and wish to return your item for a full refund, the item must meet the following eligibility requirements.

• Items must be returned within 15 days of arrival.
• Items must be in their original condition, unused, and with all tags and packaging intact.
• Please check all items upon arrival even if the item is a gift. We do not accept any inquiries about damaged items once 15 days have passed from the date of arrival.

4.2 We recommend using a reliable shipping service with tracking for your return shipment. KawaiiSale is not responsible for any lost or damaged packages during return transit.

4.3 You agree that the shipping fees shall be borne by you and you must provide tracking information for us to trace your order return. We will issue a full refund upon receipt of your item.

4.4 Once we receive the returned item(s) and verify that they are in original condition, we will process the refund to the original payment method used during the purchase.

4.5 Returns for refunds are subject to a 10% processing & restocking fee.

4.6 Please note that shipping costs, if any, are non-refundable.

5. Refunds/Exchanges for clothing sizes

5.1 We ship each clothing item according to its dedicated size guide provided on the product page. Please note that our clothing items (with specific exceptions noted on the product page) follow Asian sizing, which generally runs smaller than Western sizing, so we recommend choosing one size up. Please review the size chart to ensure the fit meets your expectations before placing your order, as we cannot accept returns or offer refunds for items that do not fit due to our strict hygiene policy—we never resell used clothing. If you have any questions about measurements or need assistance interpreting a size chart, or if a product does not display a size chart, please reach out to our customer service team prior to purchasing.

5.2 We may offer a partial or full refund if the clothing item you received differs significantly from the size you ordered, as indicated in the size chart. A difference of 7 cm (2.75 inches) or more from the listed measurements is considered significant and qualifies for a refund. For example, if the size chart states a bust measurement of 104 cm (40.94 inches), but the item you received has a bust measurement of 97 cm (38.19 inches), you would be eligible for a refund under our Refund Policy. In this case you must provide photo evidence of measurements of your order with a measurement tape or similar.

5.3 You agree that a non-significant deviation of 2-3cm (1 inches) from the size chart does not qualify for any refund, as this is a standard deviation which may be expected during tailoring and manufacturing of clothing items. Please ensure that you check the size chart for each individual clothing item to ensure that you are satisfied with the clothing size.

Legal Enforcement 

You agree to be bound by the Terms & Conditions, and by incorporation, this Refund Policy in making a purchase through our store.

If you need any help with your order, feel free to contact us.

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