Refund Policy
Last updated: August 20, 2025
Introduction
At kittoi, you can request a return within 30 days of product arrival.
To be eligible for return, the following conditions must be met:
- Item must be unused and unworn
- Tags must still be attached
- Item must be in the same condition as when received
- Item must be in original packaging
- Receipt or proof of purchase must be provided
If you wish to return an item, please contact us in advance at info@kittoi.com.
Return address: 2-17 Mitera Tayama-cho, Yamashina-ku, Kyoto, Kyoto 607-8411, Japan
Once your return request is approved, we will send you a return shipping label and instructions.
Please note that items returned without prior contact cannot be accepted.
If you have any questions, please feel free to contact us at info@kittoi.com.
Damaged, Defective, or Incorrectly Shipped Items
Please check your items immediately upon arrival.
In the unlikely event of damage, defects, or incorrect shipment, please contact us immediately.
We will verify the situation and respond appropriately.
Non-Returnable Items
The following items cannot be returned:
- Perishable items (food, fresh flowers, plants, etc.)
- Customized items (special orders, personalized items, etc.)
- Hygiene items (beauty products, etc.)
- Hazardous materials (flammable liquids, gases, etc.)
- Sale items and gift cards
If you have any questions, please feel free to contact us at info@kittoi.com.
About Exchanges
If you wish to exchange an item, the fastest method is to return the item first, then make a new purchase after the return is approved.
14-Day Cooling-Off Period for European Union (EU)
For products shipped within the EU, cancellation and return are possible within 14 days of product arrival for any reason.
Return conditions are the same as those in the return policy above.
About Refunds
Once returned items arrive and inspection is complete, we will notify you whether the refund is approved.
If approved, refunds will be automatically processed to your original payment method within 10 business days.
Bank or credit card company processing may take additional time.
If you do not see a refund within 16 business days of return approval, please contact us at info@kittoi.com.