Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Customers in the European Union are entitled to a 14-day cooling-off period; please see below.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at enquiry@kitco.jp. Please note that returns must be sent to the following address: 19-1-101 Inae-cho, Hikone, Shiga 521-1125, Japan (〒521-1125 日本国滋賀県彦根市稲枝町19番地1号101)

If we accept your return, we will send you a return shipping label together with instructions on how and where to send your parcel. Items sent back to us without first requesting a return will not be accepted.

Return postage is the buyer's own responsibility, unless the item is defective or incorrect. Refunds are calculated in the original currency of payment and at the exchange rate applicable at that time.

You can always contact us at enquiry@kitco.jp with any questions about returns.

Damage and problems
Please inspect your order upon receipt. If you find a problem with the goods after receiving them (for example a defect, damage, or the wrong item), you must contact enquiry@kitco.jp by email within seven working days of the date of receipt, providing the relevant photographs or video as evidence. The returns procedure will only be started once we have verified and agreed to it; we reserve the right not to accept applications made after that deadline or unsupported by the relevant evidence.

Exceptions / non-returnable items
Certain types of item cannot be returned, for example perishable goods (such as food, flowers or plants), customised products (such as special orders or personalised items) and personal care goods (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns about a particular item.

Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges
The fastest way to make sure you get the item you want is to return the item you have, and once the return has been accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
Notwithstanding the above, if the goods are being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without giving a justification. As set out above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds
Once we have received and inspected your return, we will notify you and let you know whether the refund has been approved. If it is approved, you will automatically be refunded to your original payment method within 10 working days. Your bank or credit card company may also need some time to process and post the refund. If more than 15 working days have passed since we approved your return, please contact us at enquiry@kitco.jp.

 

Refunds arranged by us
If we find before dispatch that there is insufficient stock to fulfil an order, or that the goods were damaged before dispatch, we reserve the right to arrange a full or partial refund for the affected order on our own initiative, and we will notify you of the details and the reason by email.