Our refund policy extends for a generous 30 days, allowing you ample time to decide. You have this 30-day window from the date of item receipt to request a return and receive a refund.
To qualify for a refund, please ensure your item meets the following criteria:
- It should remain in the same pristine condition as when you received it.
- It must be unworn or unused.
- The item should still have its tags attached.
- Keep it in its original packaging.
Additionally, please keep your receipt or proof of purchase handy, as it will be required to process your refund.
Damages and issues
When your package arrives, we kindly ask that you take a moment to inspect your items. If, by any chance, you discover any defects, damages, or if there's been a mix-up with your order, please don't hesitate to get in touch with us. You can reach out to us directly via our Live Chat option for a quick and friendly resolution. Please make sure to add your email so that we can follow up on the discussion if no representative is online at the moment.
Rest assured, your satisfaction is our top priority! If there's any issue, whether it's due to damage or a defect, we'll make it right. We're committed to ensuring your shopping experience with us is absolutely perfect. That means, we'll either issue a full refund or promptly send you a new item, at absolutely no extra cost to you.
Your happiness matters to us, and we're here to help make sure you're delighted with your Kawaink experience!
Exceptions / non-refundable items
Unless damaged, certain types of items cannot be returned nor refunded, like custom products (such as special orders or personalized items) or gift cards.
An order where an address was incorrectly inputted into the system can't be refunded given that we are unable to recover packages worldwide when they don't reach their destination. Please pay extra attention before you enter your shipping address as it can't be changed after 1 hour of the purchase entering our system. Get in touch with us using the Live Chat option within 1 hour of making a purchase if you made a mistake. While we can't guarantee a solution, please know that we'll do our utmost to assist you. Your satisfaction is our priority, and we're committed to finding a resolution that works best for you.
If you find yourself unsatisfied with your purchase and wish to initiate an exchange for a different item, we recommend taking the following steps to ensure a smooth process:
- Get in Touch with Us: Before sending anything back, please reach out to our customer support team. They will provide you with the appropriate return address, which may differ from the address displayed on the shipping label (as this is used by our distribution partners).
- Return the Item: Once you have received the correct return address, proceed to send the item back to us.
- Exchange Process: After we've accepted your return, you can then make a separate purchase for the new item you desire.
This way, we can assist you efficiently and ensure you receive the item you want without any hassles. Your satisfaction is important to us, and we're here to help throughout the process!
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (*). Please remember it can take some time for your bank or credit card company to process and post the refund too.
(*) For payments in cryptocurrency, all refunds will be made in USDC and the amount will be that of the value product in fiat currency (EUR / USD). Any loss in crypto value for the currency you used originally is not our responsibility and should be considered when choosing any crypto that isn't a stablecoin.
How to request a refund
- To start a return, get in touch with us via the Live Chat option, and make sure to add your email address so that we can get in touch with you if no representative is available at the moment of your request.
- Send as much information as possible to understand the reason for your return.
- Attach photos if the refund is due to damage or an erroneous item. We will offer to send you a new item for these cases and you will be able to choose the best option for you.
- We will process your refund within 72 hours. If your return is accepted, we will send you instructions on how and where to send the package back to us. Unless it was a damaged or erroneous product, you will need to bear the costs of shipping.
- We will process the refund within 24 to 48 hours from the day the return is received by us. More information on the Refund process is above.
Please Note: It's crucial to request a return before sending any items back to us, as we won't be able to process refunds for returns that haven't been authorized. To ensure a successful return, items must be shipped to specific addresses designated for returns. Sending a return to a production center could result in its destruction, making it impossible for us to assist you further. Your cooperation in this matter is greatly appreciated.
For any other questions regarding refund and return chat with us via the Live Chat option.