Refund policy

Refund Policy

At Kaori & Co., we want you to be completely satisfied with your shopping experience. Should you encounter any issues or have any concerns, we are here to assist and resolve the matter promptly.

CANCELLATIONS

If your order has not yet been packed, you can cancel it and receive a full refund. Please contact us as soon as possible if you wish to cancel your order.

Once the order has been packed, cancellations are no longer possible. However, you can still return the items after receiving them. Please note that shipping costs (if applicable) are non-refundable unless the return is due to our error. For further details, refer to the Returns section below.

Customized, personalized, or made-to-order items cannot be canceled, even if they have not yet been shipped. Examples of such items include:

  • Items not listed on our website
  • B2B (Business-to-Business) orders

RETURNS

We accept returns within 30 days of the date you received your order, which will be recorded when you sign the delivery receipt. After 30 days, we are unable to process refunds or exchanges.

To qualify for a return, the items must be unused, in their original condition, and in the original packaging. Please note the following exceptions:

  • Earrings: For hygiene reasons, earrings are non-returnable unless they arrive damaged or defective.
  • Gift cards: Non-returnable
  • Items not listed on our website
  • B2B (Business-to-Business) orders

EXCHANGES

We will replace items only if they are defective or damaged. If your item is damaged upon arrival or found defective within 10 days of receipt, please contact us right away. Normal wear and tear from manufacturing or delivery is not considered a defect.

For tableware, any damages must be reported within 10 days of delivery. Please email us at [your email address] with photos of the damage. If we are not notified within 10 days, we may be unable to process an exchange or refund.

If a replacement is not possible due to the item being out of stock, we will issue a full refund for the product.

The arrival date will be recorded when you sign for the delivery. If you contact us after 10 days, we may not be able to confirm whether the damage occurred during shipping or from usage. Therefore, exchange requests after this period may not be valid.

To exchange an item for the same product, please email us at [your email address] with photos of the issue. If the item is discontinued or unavailable, a refund will be offered as the only option. Shipping costs related to the exchange, including return and redelivery, will be covered by us if the product is defective or incorrect.

REFUNDS

Once we receive and inspect your returned item, we will notify you via email whether your refund has been approved or denied. If approved, your refund will be processed and credited to your original payment method within the following timeframes:

  • Credit/Debit Cards: Up to 30 days
  • PayPal: Within 7 business days

Please note that only the cost of the product will be refunded; shipping fees are non-refundable. You will be responsible for the cost of return shipping, and the initial shipping fee will be deducted from your refund. Additionally, taxes, duties, or any other charges incurred during the purchase cannot be refunded.

If you haven't received your refund yet, please first check your bank account and then contact your credit card provider, as processing times may vary.