Change of mind
Orders cannot be returned or refunded for personal preference, change of mind or incorrectly selected items.
Customer care
Refund & Exchange
Orders are generally final because of the nature of our products. Replacements may be considered when an item arrives defective, damaged or different from what was ordered.
Report eligible issues within three working days
Keep the item unused and in its original packaging while the customer care team reviews your request.
Eligibility at a glance
What the policy covers
Damaged or incorrect items
Contact us within three working days. Eligible cases may receive a replacement after review.
Subscription orders
Subscription purchases are non-refundable and non-returnable. Cancel before the next billing cycle to stop renewal.
Special circumstances
Other concerns may be reviewed individually. Photos, videos or a detailed explanation may be required.
How to request help
Send us these three details
- 1Your order number
This helps the team locate the purchase.
- 2Clear photos
Show the item, packaging and any damage or incorrect product.
- 3A short description
Explain what happened and when the parcel arrived.
Important conditions
Requests are reviewed against the policy and product availability. Kinohimitsu may reject requests that do not meet the guidelines. If an eligible replacement is unavailable, store credit may be considered at the company’s discretion.
