Kiichin reserves the right to accept refund requests on a case-by-case basis. But we are committed to providing a seamless and customer-centric refund process.
I. Notes for a seamless refund process
Please read some of our notes for seamless refund process:
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Currency, Account and form of Refund Payment: We will issue a refund “in the original currency and payment source used” to complete the transaction. We do not transfer the money to another account or another form of payment. Our refund process is designed to send the funds back to the exact payment source utilized for the initial transaction to maintain security and protect our customers from potential fraud.
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Fraud Prevention and Abusing Customer Rights: We prioritize the security and well-being of our customers, and as such, we reserve the right not to process refunds for orders with signs of abusing customer rights or fraud. Our commitment is to maintain a fair and ethical shopping environment for all our customers.
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Refunds without Additional Fees: when a refund is issued, it will cover only the product value or order value without any additional fees (e.g. fees charged by your credit card company when processing refunds). All such fees are the sole responsibility of the customer.
II. Common scenarios lead to refunds
Kindly find below some of the common scenarios in which customers may request refunds:
1. Order Cancellation
Please read our refund policy for order cancellation cases here: Cancellation policy
2. For Orders That Have Not Been Received
There are 2 cases relating to the reason why customers have not received their orders:
2.1 For Orders with a Status of not Updating or Sending Back to us
2.1.1 Loss of Package due to Loss in Transit
Please review the estimated shipment timeframes and missing package trace times first. This will give you an idea of how long it typically takes for a delivery to arrive and how long we must wait before we can assist you in locating your package. Additionally, bear in mind that these times are calculated from the moment Kiichin ships your purchase, not from the time you place your order. If your tracking information is not updating, please allow that the actual delivery time may be 3-5 days longer than the expected delivery time. So please wait patiently until you receive a call from the carrier. But please note that If a parcel was mailed more than 6 months ago, the postal office will not look for it, although we accept all requests within 60 days after receiving the order.
Hence, if the estimated shipping time has passed, you have not yet received your order, and the order status doesn't update, please follow this instruction:
1) Check the order status carefully one more time.
2) Check your phone for any missing calls.
3) Check with family members, neighbors, or coworkers (if you had the order sent to your work address) to see if they received the shipment on your behalf and forgot to notify you.
4) Check the mailboxes of houses around the area because the shipping party may be a little confusing.
5) Double-check the accuracy of the mailing address you provided us by referring to the order confirmation notice we sent you after placing the order. A small typo can cause significant issues.
6) If you have recently moved, ensure that your old post office has a forwarding address for you.
7) Verify with your local post office or shipping carrier (such as FedEx, DHL, UPS, Japan Post) to determine which shipping method you selected at checkout. Sometimes, the post office or customs may send you a notification card indicating the arrival of your parcel. If you did not receive this notification card, your parcel might be waiting for you at the post office.
8) Verify with your customs agency because, in almost all cases, buyers cannot receive their order because they have not yet paid the customs fee or import tax.
9) If you have exhausted all the above steps and still cannot locate your package, please contact us immediately at info@kiichin.com and provide your order number.
Refund Request Processing: Once notified, we will mark the order as "during refund request processing" and we will make every effort to contact the shipping carrier on your behalf. Any compensation, if applicable, will be offered in the form of Store Credit, unless there are special circumstances. Please note that we can only address these issues within 60 days from the date the system marks your order as delivered - the time when the carrier announces that the goods have been delivered to your home, not when you open the package. We always take care to package our products securely to minimize the risk of damage or loss during transit.
2.1.2 Customers Do Not Pay Import Tax
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Import fees in your country are not our responsibility. This applies to all e-commerce platforms. Please read more about our Customs Process Policy.
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Due to the high cost of international shipping and you will have to pay for two-way shipping, even the shipping fee may be higher than the order value.
If the non-delivery is due to customers not paying the import tax in their country, we kindly advise you to consider this factor before contacting us for a refund. We will request them to make arrangements for two-way international shipping if they still do not pay the import fees and tax.
2.1.3 No Recipient
In cases where the package is undelivered due to a lack of a recipient at the delivery address, we will notify the customer accordingly.
We will inform the customer of the situation and request them to either arrange for receipt of the goods or make arrangements for two-way international shipping.
2.2 For Orders in "Order Received" Status
If the order is in "Successfully Delivered" status, it means that it has arrived at your home, but for some objective reason, your package is lost due to the fault of the carrier.
Usually, when the customer receives the goods, we will ask for the customer's signature - meaning that you have received the goods, we cannot deal with them. If problems occur in the host country, we have no authority to intervene. You need to take responsibility for your order and proactively contact your local shipping company to resolve the issue. Please follow this instruction:
1) Check the order status carefully one more time.
2) Check your phone for any missing calls.
3) Check with family members, neighbors, or coworkers (if you had the order sent to your work address) to see if they received the shipment on your behalf and forgot to notify you.
4) Check the mailboxes of houses around the area because the shipping party may be a little confusing.
5) Double-check the accuracy of the mailing address you provided us by referring to the order confirmation notice we sent you after placing the order. A small typo can cause significant issues.
6) If you have recently moved, ensure that your old post office has a forwarding address for you.
7) Verify with your local post office or shipping carrier (such as FedEx, DHL, UPS, Japan Post) to determine which shipping method you selected at checkout. Sometimes, the post office or customs may send you a notification card indicating the arrival of your parcel. If you did not receive this notification card, your parcel might be waiting for you at the post office.
8) Verify with your customs agency because, in almost all cases, buyers cannot receive their order because they have not yet paid the customs fee or import tax.
9) If you have exhausted all the above steps and still cannot locate your package, please contact us immediately at info@kiichin.com and provide your order number.
We will make every effort to contact the shipping carrier on your behalf. Any compensation, if applicable, will be offered in the form of Store Credit, unless there are special circumstances. Please note that we can only address these issues within 60 days from the date the system marks your order as delivered - the time when the carrier announces that the goods have been delivered to your home, not when you open the package. We always take care to package our products securely to minimize the risk of damage or loss during transit.
3. Damaged, Wrong, Missing or Defective Product
If you receive damaged, wrong, missing or defective item(s), we will accept returns and/or refunds, but it must be within 60 days after the day of shipping to your home.
We request that you provide us with a video of the unboxing process, capturing the moment of inspection with pictures as detailed as possible, describing your problem(s) and your order number through contacting us at info@kiichin.com. We will need those proof to work with the Manufacturer or/and Process Team.
In those cases, please take a look at our 60-Day Exchange-Return and Refund Policy:
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Credit Card: It is essential to understand that Kiichin does not cover any fees charged by credit card companies or PayPal during the refund process. Any such charges are the responsibility of the customer.
III. Refund Processing Time
For refunds initiated by Kiichin, the processing time typically takes 1 to 5 business days. However, the exact timeframe may vary depending on your financial institution and payment method. Kindly note that it may take up to 30 business days for the refunded amount to be delivered to you.
IV. Additional Information
Kiichin does not cover any fees charged by your credit card company during the refund process; these charges are the customer's responsibility.
At Kiichin, we strive to offer a comprehensive and customer-oriented refund policy to ensure your shopping experience is enjoyable and stress-free. If you have any queries or require further assistance, please do not hesitate to contact our dedicated Customer Support team at info@kiichin.com. We are here to assist you throughout the refund process and provide the best possible solutions for your needs.