At KawaiiSale, your satisfaction is our priority. That’s why we offer a 15-day money-back guarantee and full buyer protection on all purchases.
By purchasing from our store, you agree to the terms outlined in this Refund & Return Policy. Please also review our Shipping Policy and Terms & Conditions.
If you need assistance, you can:
- Start a return/refund via live chat
- Email us at [email protected] with your order number
1. Returns
1.1 Eligibility
- Contact us within 15 days of receiving your item.
- Items must be unused, in original condition, with tags and packaging intact.
- For cancellations, email us within 1 hour of purchase (before processing).
- Damaged item claims must be made within 14 days of delivery.
1.2 Return Process
- Contact us at [email protected] with your order number, item(s), and reason.
- Package the item securely in its original packaging.
- Ship to the return address provided in our email instructions.
- Once received, we will process a refund or exchange.
1.3 Return Shipping
- Customer pays return shipping unless it’s our mistake (wrong/defective item).
- We recommend using a trackable shipping service.
- We are not responsible for lost/damaged packages in transit.
1.4 Refund Process
- Refund issued after verifying returned items.
- Refunds go to the original payment method.
- Refunds incur a 10% processing & restocking fee (waived for exchanges).
- Shipping costs are non-refundable.
2. Refunds for Non-Delivery
2.1 We issue a full refund if:
- You do not receive your item within 60 days of order date, and
- Tracking shows the item was never delivered.
2.2 We cannot refund if:
- You provided an incorrect shipping address, or
- Tracking shows “Delivered” but you cannot provide a police report (required by parcel insurers in cases of theft/porch piracy).
Partial refunds are given for multi-item orders if part of the order is missing.
Refunds are processed within 3–4 days of approval (may take 2–10 days business days to appear on your statement).
3. Wrong or “Not as Described” Items
- If your item arrives damaged or significantly different, you must provide photo/video evidence (ideally from an unboxing video).
- Our team may issue:
- A full refund (badly damaged/not as described),
- A partial refund (partially damaged/slightly different), or
- No refund (if the complaint is invalid).
Final decisions are made at our discretion and are binding.
We do not refund items simply because you changed your mind.
4. Missing packages?
- Most of missing packages are found by doing the following:
- Check if this address is correct. Maybe it was delivered next door.
- See if someone else accepted your package. Family members or neighbors might have picked your package. Especially if you live in a shared building like an apartment. Check your surveillance cameras if possible.
- Look around the delivery location for your package. The courier might have left it near your mailbox, garage, front/back door, window, or lawn.
- Check the delivery notice. Check notifications in your phone’s SMS or email for instructions for pick up, which may include where the package was left.
- If your still can’t find your package and is marked as delivered to your shipping address, with or without a signature, please contact us will do everything we can to resolve the situation.
- To protect KawaiiSale from fraud, we will provide a reshipment or another form of compensation once we have completed a full investigation with the logistics team and our customers.
- We do not provide refunds for any lost items by postal services.
5. Order Cancellations
- Before processing: Cancel within 1 hour of purchase → full refund.
- During processing: Cancel within 24 hours of order status changing → full refund.
- After shipping: Strictly non-refundable.
6. Clothing Size Refunds/Exchanges
- All clothing follows Asian sizing (usually smaller than Western).
- Please check the size chart before ordering. We cannot refund/accept returns for items that don’t fit due to hygiene reasons.
- If you can’t find the size chart, please contact us.
We will refund if:
- The item differs significantly from the size chart (≥7 cm / 2.75 inches).
- You provide photo evidence with measurements.
We will not refund if:
- The difference is minor (2–3 cm) (normal manufacturing variation).
- The color is slightly different from the images.
7. Legal Enforcement
By purchasing, you agree to our:
- Terms & Conditions
- This Refund & Return Policy
For questions or assistance, contact us anytime.
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