Return, Refund & Exchange Policy

1. Scope of This Policy

This policy applies only to purchases made directly through the official Kinohimitsu Singapore online store.

Products purchased from a Kinohimitsu retail outlet, authorised retailer, marketplace, distributor or other third-party seller are subject to that seller’s applicable return and refund policy. Customers should contact the original seller directly for assistance.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under Singapore law, including applicable rights concerning goods that do not conform to contract.

2. Fifteen-Day Request Period

A return, refund or exchange request must be submitted within 15 calendar days from the date the customer receives the order.

For example, if an order is delivered on 1 September, the request must be submitted no later than 16 September.

The date of receipt will ordinarily be determined using the delivery confirmation supplied by our delivery partner. If delivery confirmation is unavailable or disputed, we may request additional information to determine the delivery date.

The 15-day period is the period for submitting a request. It does not mean that every request will automatically be approved. All requests remain subject to assessment, product eligibility and the other conditions in this policy.

Requests submitted after the 15-day period may be declined, except where:

• Applicable law provides the customer with a longer period or additional remedy;
• Kinohimitsu has expressly agreed in writing to consider the request; or
• Exceptional circumstances justify a discretionary review.

3. Official Contact Channels

Customers must submit requests through either of the following official channels:

• Email: info@kinohimitsu.com
• WhatsApp: Message Kinohimitsu Singapore

Messages submitted through social-media comments, personal employee accounts, unofficial telephone numbers or other channels may not be treated as a formal request.

4. Information Required

To help us assess a request promptly, the customer should provide:

• Full name;
• Order number;
• Email address or telephone number used for the order;
• Product name and quantity affected;
• Date the order was received;
• Reason for the request;
• Clear photographs of the product and its packaging;
• Photographs of the delivery parcel and shipping label, where relevant;
• A video showing the defect or issue, where photographs are insufficient; and
• Any other information reasonably requested by our Customer Care team.

Customers should retain the affected product, packaging, shipping carton, labels and accompanying items until the review is completed.

Failure to provide sufficient information may delay our assessment or prevent us from confirming eligibility.

5. Damaged, Defective or Incorrect Products

Customers should inspect their order promptly after delivery.

A request may be eligible for review where:

• The product arrived physically damaged;
• The product is defective;
• The product is leaking or its packaging seal is compromised upon delivery;
• The product received is different from the product ordered;
• The quantity received is incorrect;
• A product is missing from the parcel; or
• The product does not conform to the order or applicable product description.

The customer must not consume, discard, alter or continue using a product after discovering a suspected defect or error if doing so could make assessment of the issue more difficult.

Where a claim is confirmed, Kinohimitsu may provide an appropriate remedy, which may include:

• Replacement of the affected product;
• Exchange for the correct product;
• Replacement of a missing unit;
• Store credit;
• Partial refund;
• Full refund; or
• Another remedy required under applicable law.

The appropriate remedy will depend on the nature of the issue, product availability, proportionality and the customer’s applicable statutory rights.

6. Product Condition Requirements

Unless a product was received damaged, defective, leaking, incorrectly supplied or otherwise non-conforming, an item must generally meet all the following conditions before a return or exchange can be considered:

• Unused and unconsumed;
• Unopened;
• In its original condition;
• In its original packaging;
• With all seals, labels and protective packaging intact;
• Complete with any accessories, gifts or accompanying materials; and
• Supported by valid proof of purchase.

Approval of a request before the item is returned remains conditional upon inspection of the returned item.

7. Change-of-Mind Purchases

Orders are generally final once confirmed.

We do not ordinarily accept returns, refunds or exchanges for:

• Change of mind;
• Personal preference;
• Dislike of taste, smell, texture or packaging;
• Incorrect products, flavours, sizes or quantities selected by the customer;
• Failure to read the product description, ingredients or usage instructions;
• A product no longer being wanted or needed;
• Finding the product at a lower price elsewhere;
• Delays caused by circumstances outside our reasonable control, where the order remains deliverable; or
• A customer’s individual response to a product where the product is not defective.

Customers are responsible for checking product descriptions, ingredients, allergy information, suitability, quantities and delivery details before completing an order.

This section does not affect remedies available for defective, damaged, incorrect or otherwise non-conforming goods.

8. Non-Returnable or Restricted Products

For health, hygiene and product-safety reasons, the following items are generally non-returnable and non-refundable unless they were received damaged, defective, incorrectly supplied or otherwise covered by applicable law:

• Opened or partially consumed products;
• Products with broken or removed seals after delivery;
• Products that have been used;
• Products not stored in accordance with their storage instructions;
• Products damaged through misuse, mishandling or improper storage;
• Products damaged after delivery;
• Products altered, repackaged or tampered with;
• Products without their original packaging;
• Free samples;
• Complimentary gifts, except where the gift itself was damaged or incorrectly supplied;
• Gift cards or vouchers, except where required by law;
• Clearance, final-sale or short-expiry products where the relevant condition or expiry information was clearly disclosed before purchase;
• Personalised or specially arranged items; and
• Products purchased from third-party sellers.

An item will not be considered defective merely because the customer was informed of a particular characteristic, defect, short expiry, cosmetic imperfection or other condition before purchase.

9. Subscription Orders

Subscription purchases are generally non-refundable and non-returnable, subject to applicable law and the provisions concerning damaged, defective, incorrect or non-conforming goods.

Customers are responsible for managing or cancelling their subscription before the next billing date. Cancellation after a subscription order has been processed will not automatically cancel or refund that processed order.

Any permitted change to product selection, quantity or delivery frequency will normally take effect from the next billing cycle.

10. Promotional Sets, Bundles and Gifts

Where an eligible product was purchased as part of a set, bundle or promotion, Kinohimitsu may require the entire set or bundle to be returned.

If only part of a bundle is returned, any approved refund may be recalculated based on:

• The promotional terms;
• The normal selling price of retained products;
• Discounts originally applied; and
• The value of gifts or benefits that are not returned.

Complimentary gifts must be returned unused and in their original condition where the qualifying purchase is refunded in full. If a gift is not returned, its stated or reasonable retail value may be deducted from the refund where legally permitted.

11. Return Authorisation

Customers must receive written approval and return instructions from Kinohimitsu before sending an item back.

Please do not send a return to our office, warehouse, retail outlet or another address without authorisation.

An unauthorised return may be:

• Refused;
• Returned to the sender;
• Delayed while we identify the order; or
• Ineligible for reimbursement of delivery costs.

Return approval does not guarantee a refund or exchange. Final eligibility is determined after the returned item has been received and inspected.

12. Return Shipping and Collection

Where Kinohimitsu confirms that an item was damaged, defective or incorrectly supplied, we may arrange collection, provide a return method or reimburse reasonable return-delivery costs approved by us in advance.

Customers should not arrange an expensive or expedited return service without written approval. Unapproved delivery charges may not be reimbursed.

For a discretionary return not caused by an error or defect attributable to Kinohimitsu, the customer may be responsible for return-delivery costs.

The customer is responsible for securely packing the product to prevent damage during transit and, where arranging the shipment, retaining proof of dispatch and tracking information.

Kinohimitsu is not responsible for returned items lost or damaged because they were packed inadequately or sent using an unauthorised or untraceable service, except where responsibility cannot lawfully be excluded.

13. Inspection and Assessment

After receiving a returned item, we will inspect it and assess whether it meets this policy.

The inspection may consider:

• Product condition;
• Packaging and seal condition;
• Batch or lot information;
• Expiry date;
• Evidence supplied with the request;
• Whether the product matches the original order;
• Whether damage occurred before or after delivery;
• Whether the product was stored or handled appropriately; and
• Whether all parts, gifts and accompanying materials were returned.

We will notify the customer whether the request has been approved, declined or requires further information.

If the condition of the returned item differs materially from the information originally provided, Kinohimitsu may revise or withdraw a preliminary approval, subject to applicable law.

14. Exchanges and Replacements

Approved exchanges and replacements are subject to product availability.

Where the same product is unavailable, Kinohimitsu may offer:

• A comparable replacement;
• Store credit;
• A refund for the affected product; or
• Another mutually agreed resolution.

A replacement does not restart or extend a product’s original expiry date, promotional period or other time-sensitive benefit unless expressly stated.

We will provide delivery information after an exchange or replacement has been approved.

15. Refunds

If a refund is approved, it will ordinarily be issued to the original payment method.

We aim to process an approved refund within 10 business days after:

• The returned item has been received and inspected; or
• We confirm that a physical return is unnecessary.

Original delivery charges will generally be refunded only where:

• The entire order is eligible for a refund because of an error attributable to Kinohimitsu;
• The complete order was damaged, defective or incorrectly supplied; or
• Applicable law requires the delivery charge to be refunded.

Delivery charges for unaffected products, expedited delivery selected by the customer, or unsuccessful delivery caused by incorrect customer information may not be refundable.

After we issue a refund, banks, card providers and payment services may require additional time to post the funds to the customer’s account. This processing period is outside Kinohimitsu’s control.

If more than 15 business days have passed since Kinohimitsu confirmed that a refund was approved, please contact us by email or WhatsApp.

16. Store Credit

Where store credit is offered and accepted:

• The amount and validity period will be communicated to the customer;
• Store credit is not exchangeable for cash unless required by law;
• Store credit may be subject to separate promotional or usage conditions; and
• Lost, transferred or expired credit may not be replaceable unless otherwise stated.

A customer does not have to accept store credit where applicable law entitles the customer to another remedy.

17. Failed Delivery, Refused Parcels and Incorrect Addresses

Customers are responsible for providing complete and accurate contact and delivery information.

If an order is returned because of:

• An incorrect or incomplete address;
• Repeated unsuccessful delivery attempts;
• Failure to collect the parcel;
• Refusal of delivery without an eligible reason; or
• Failure to respond to the delivery provider,

Kinohimitsu may deduct reasonable delivery, return and redelivery costs from any amount otherwise refundable, where legally permitted.

Orders should not be refused solely to initiate a return. Customers should accept the parcel and contact Customer Care unless the parcel is visibly unsafe or severely damaged.

18. Purchases Made Through Third Parties

For products purchased through Shopee, Lazada, TikTok Shop, a retail outlet, an authorised seller or another marketplace, the customer should submit the request through the original purchase channel.

Kinohimitsu may assist with product verification or information, but refunds and exchanges must ordinarily be handled by the seller that received payment for the order.

Customers may be required to provide a valid receipt, marketplace order record or other proof of purchase.

19. Suspected Abuse or Fraud

Kinohimitsu may reject or investigate requests involving suspected:

• Fraud;
• Altered evidence;
• Repeated or excessive claims;
• Product tampering;
• Deliberate damage;
• False claims of non-delivery;
• Returns of products not supplied by Kinohimitsu; or
• Misuse of promotional, refund or exchange procedures.

This does not prevent a customer from exercising legitimate rights under applicable law.

20. Special Circumstances

Where a concern falls outside the standard eligibility criteria, the customer may request a case-by-case review.

We may request supporting evidence and consider factors such as:

• Nature and seriousness of the issue;
• Product condition;
• Time elapsed since delivery;
• Customer’s handling and storage of the product;
• Available remedies;
• Product availability; and
• Applicable legal requirements.

A discretionary resolution offered in one case does not create an obligation to offer the same resolution in another case.

21. Statutory Rights

This policy is intended to operate alongside applicable Singapore consumer-protection laws.

Nothing in this policy excludes, restricts or limits a consumer’s rights or remedies concerning goods that are defective, damaged, incorrectly supplied or otherwise do not conform to contract, where those rights cannot lawfully be excluded or restricted.

If any part of this policy conflicts with a mandatory requirement of applicable law, that legal requirement will prevail to the extent of the conflict.

22. Contact Us

For return, refund or exchange assistance, contact Kinohimitsu Singapore through:

Email: info@kinohimitsu.com

WhatsApp: Message Kinohimitsu Singapore

Please include your order number and a clear description of the issue so our Customer Care team can assist you efficiently.

23. Changes to This Policy

Kinohimitsu may update this policy periodically to reflect changes to our operations, products or legal obligations.

The version applying to a request will generally be the version published when the relevant order was placed, unless applicable law requires otherwise. The effective date shown at the beginning of this policy indicates when the latest version took effect.