Refund policy

Refund Policy

At Kintsuno, we want you to be completely satisfied with your purchase of our dresses, tops, and outerwear. If you are not satisfied, we are here to help. Please review the following policy regarding returns and refunds.

Eligibility for Refunds

To be eligible for a return and refund, your item must meet the following conditions:

  • The item must be unused, unworn, and in its original condition with all tags attached.
  • The item must be in its original packaging.
  • You must initiate the return request within 30 days from the date you received the item.
  • A proof of purchase or order number is required.

Items that are damaged, altered, or show signs of wear cannot be accepted for a refund.

Non-Refundable Items

For hygiene and safety reasons, the following items are not eligible for return or refund:

  • Items marked as "Final Sale" or "Clearance" at the time of purchase.
  • Gift cards.
  • Items that have been personalized or customized.

How to Initiate a Return

Since we do not have a customer account portal, please follow these steps to request a return:

  1. Contact our customer service team via email at [email protected] within the 30-day return window.
  2. In your email, please include your order number and the reason for the return.
  3. Our team will respond with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package.
  4. Ship the item(s) back to us using a trackable shipping service. We recommend insuring the package, as you are responsible for it until it reaches our warehouse.

Refund Process

Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund.

  • If your return is approved, your refund will be processed automatically to your original method of payment.
  • Please note that shipping costs are non-refundable.
  • The time it takes for the refund to appear in your account depends on your bank or payment provider's processing times, but it typically takes 5-10 business days after approval.

Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item for a different size or color, please initiate a return for a refund as described above and place a new order for the desired item on our website.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with your order number and photos of the product and its packaging. We will arrange for a prepaid return label and expedite a replacement or full refund for you.

Contact Us

If you have any questions about our Refund Policy, please do not hesitate to contact us:

Email: [email protected]

We aim to respond to all inquiries within 2 business days.