This Refund & Returns Policy (“Policy”) governs the process for returns, exchanges, and refunds for products purchased from Kitsufy (“Company”, “we”, “our”, or “us”). By placing an order on our website, the customer (“you”, “your”, or “user”) agrees to be bound by the terms stated herein.
1. Eligibility for Returns and Exchanges
1.1 Returns and exchanges will be accepted only under the following circumstances:
- The customer has received a poster different from the one ordered; or
- The customer has received a defective or damaged poster.
1.2 In the above circumstances, the customer shall be eligible only for an exchange of the same product. Refunds will not be issued for wrong or defective poster cases.
1.3 The customer must provide mandatory proof in the form of an uninterrupted unboxing video clearly showing the package being opened for the first time and the defect/issue.
Claims raised without valid unboxing video evidence will not be accepted.
2. Refunds
2.1 Refunds will be issued only if the customer has placed a prepaid order and did not receive the product.
2.2 No refund will be issued in the following cases:
- The customer received the order but the product was wrong or defective (exchange only).
- The customer placed a Cash on Delivery (COD) order.
- The customer failed to provide valid proof for claims.
2.3 Upon approval, refunds will be processed within 7 (seven) business days. Refund processing timelines may vary depending on the customer’s bank/payment provider.
3. Claim Procedure
3.1 To initiate a return, exchange, or refund request, the customer must send the following details to our support team via email at:
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- Order number
- Full name
- Phone number
- Description of the issue
- Mandatory unboxing video proof and clear images of the product
3.2 Claims must be submitted within 7 (seven) days from the date of delivery. Claims raised after this period will not be eligible for return, exchange, or refund.
3.3 The product must be returned in its original packaging and unused condition if requested by the Company.
4. Rejection of Claims
4.1 The Company reserves the right to reject claims under any of the following circumstances:
- Absence of an unboxing video showing the initial opening of the package
- Evidence of product damage caused after delivery
- Tampering or misuse of the product
- Mismatch between claim and order records
5. Limitation of Liability
Kitsufy shall not be liable for:
- Delays caused by courier partners or unavoidable logistical circumstances after dispatch
- Incorrect delivery information provided by the customer
- Loss or damage occurring after successful delivery
6. Policy Updates
The Company reserves the right to modify or update this Policy at any time without prior notice. The version of this Policy in effect at the time of claim submission will apply.
7. Acceptance of Policy
By placing an order with Kitsufy, the customer confirms that they have read, understood, and agreed to this Refund & Returns Policy without limitation.