Refund & Return Policy

Overview:

At Kiwihawaii, we take pride in our artwork, which is meticulously crafted and overseen by a professional design team to cater to your unique tastes. Because our products are made-to-order and for hygiene reasons, we generally do not accept exchanges or refunds.

However, we understand that sometimes things don’t go as planned. We are committed to your satisfaction and will gladly offer a replacement or refund if the item you received has a major problem.

Please note that we do not offer returns or reprints for the following reasons:

  • Personalized Products: Our products are often personalized according to your specifications. You have the opportunity to preview the design before proceeding with your order. Once an order for a personalized item is marked as delivered, it is not eligible for return or reprint.

  • Customer Errors: We are not responsible for unsuccessful deliveries due to incorrect shipping addresses provided by the customer or the customer’s unavailability at the time of delivery. We are also not responsible for lost products due to the security of the customer’s living area (as long as the shipping carrier confirms delivery). We will not issue a refund if you refuse to receive your order.

  • Apparel Sizing and Colors: Dissatisfaction with apparel sizing and/or colors is not eligible for a refund or replacement. Please carefully review our sizing chart on product pages or in your order confirmation email within 24 hours of completing your purchase.

  • Sale or Promotional Items: We do not offer refunds or exchanges on any products purchased during a sale or promotion.

Conditions for Refund or Replacement:

We will issue a partial or full refund or send you a replacement if your order meets the following criteria within 7 days of you receiving the item:

  • Print Quality Issues: Printed products are unclear or blurred.

  • Incorrect Product: The wrong product was delivered, or part of the order is incorrect.

  • Shipping Damage: The product was damaged during transportation (torn, stretched, etc.).

  • Size or Color Discrepancy: The product has the wrong size or color compared to the product description.

  • Production Errors: Other errors caused by our production process.

Return/Refund Request Procedure:

If you believe your order qualifies for a refund or replacement, please contact us by emailing [email protected] within 7 business days of receiving your order.

To expedite your request, please provide the following information:

  1. Order Number: Your order number.

  2. Reason for Return: A detailed explanation of the reason for your dissatisfaction.

  3. Clear evidence of the issue, required photos including:

    • Quality and Damage: Photos of any quality issues or damaged parts of the product you received.
    • Incorrect Product: Photos of the inaccurate product delivered, especially focusing on color or design discrepancies compared to your original order.
    • Incorrect Size: Photos of the size tag and the entire item measured with a ruler to demonstrate any size differences from your original order.
    • Shipping Label: A photo of the original shipping label attached to the product you received.

    Please ensure that the photos clearly depict the issues you’re reporting.

We will review your request and contact you within 7 business days to discuss the next steps. In most cases, we encourage you to accept a replacement for the defective product, and you will not need to return the original item.

If you do not wish to receive a replacement, we will proceed with a refund upon receiving the returned item at 456 N 5th St, Philadelphia, PA 19123. Please note that the return shipping costs are the customer’s responsibility, and the return process may take some time, potentially delaying the refund.

Return Process:

If you are requesting a refund and need to return a defective item, please follow these instructions:

  1. Contact us: Email us at [email protected] within 7 days of receiving your order to inform us about the issue and request a return authorization.

  2. Pack the item securely: Use the original packaging if possible. Ensure the item is protected during transit to prevent further damage.

  3. Ship the item: Ship the item to the provided return address: 456 N 5th St, Philadelphia, PA 19123. You are responsible for return shipping costs. We recommend using a trackable shipping method for your protection.

  4. Provide tracking information: Once you have shipped the item, please email us the tracking number so we can monitor its progress.

Refund Process:

Once your return is received and inspected, we will notify you via email. We will then inform you of the approval or rejection of your refund.

If approved, a credit will be automatically applied to your original payment method within a certain number of days.

Refunds are credited in the same currency as the original payment:

  • Bank account payments: Refund credited to your bank account.

  • PayPal payments: Refund credited to your PayPal balance (5-7 business days).

  • Credit card payments: Refund credited to the sender’s card (it can take up to 30 days, depending on the card issuer).

We appreciate your understanding and cooperation. Our goal is to ensure your complete satisfaction with your Kiwihawaii purchase.