Return and Refund Policy

Last Updated & Effective Date: November 2, 2026

This policy applies to purchases made directly from kichae.com. For purchases made through another retailer or marketplace, please contact the original seller for return instructions.

1. 30-Day Return Window

You may request a return within 30 calendar days of delivery. Email support@kichae.com before the return window expires.

This deadline applies to submitting your request. Our team will review it and provide the next steps.

The 30-day return window is separate from our 3-year product warranty.

2. Returns for Personal Reasons

Personal reasons include a change of mind, ordering an unsuitable size or style, or no longer needing the item.

To qualify:

• The item must be unused, uninstalled, unmodified, and in brand-new condition.
• The item must be free from customer-caused scratches, stains, construction damage, or other damage.
• All original packaging, accessories, parts, and manuals must be included and in good condition.

Opening the package for inspection does not by itself make an item ineligible, provided these conditions are met.

Installed or used items are not eligible for personal-reason returns. Special circumstances may be reviewed individually.

These conditions do not determine eligibility for assistance with damaged, defective, incorrect, or incomplete orders, or for warranty service.

3. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order upon arrival and before installation. Report shipping damage, incorrect items, or missing parts within 30 calendar days of delivery.

Email support@kichae.com with:

• Your order number and product model.
• A description of the issue.
• Relevant photos of the item and affected area.
• Photos of the shipping box and protective packaging for shipping damage.

Do not install an item that appears damaged, defective, or incorrect. Retain the item, accessories, and packaging while we review your request.

Available solutions may include replacement parts, an exchange, a replacement shipment, or a return for a refund. Our team will explain the options for your case and help you choose a solution.

Product defects reported after the return window may still qualify for assistance under the 3-year warranty.

4. Return Shipping Costs

Personal-reason returns: Customers arrange and pay for return shipping. We do not deduct the original outbound shipping cost from an approved refund.

Issues not caused by the customer: We cover return shipping for product defects, shipping damage, missing parts, incorrect items, packing errors, and other issues on our side.

Contact us before purchasing return shipping for these issues. We will provide a prepaid label or approve reimbursement of verified return shipping expenses.

A return shipping expense will not be charged or deducted twice.

5. How to Request a Return

Email support@kichae.com with your order number, the reason for your request, the item’s current condition, and relevant photos where applicable.

Obtain approval and return instructions before sending anything back.

Our team will confirm whether a return is required and provide the appropriate return address. Warehouse map locations and the address on your original shipping label may not be the correct return destination.

Returns sent without approval or to an incorrect address may be delayed while we locate and assess the shipment.

6. Packing and Sending Your Return

Use the original packaging and protective materials, and securely pack all required components.

For customer-arranged shipping, use a trackable service and retain the tracking number and shipping receipt. Consider shipping insurance for fragile or high-value items.

If a return is lost or damaged in transit, contact us with the shipment details so we can review the circumstances and assist with the next steps. Transit issues may delay inspection and refund processing.

7. Refund Amount and Timing

After receiving your return, we inspect it against the conditions applicable to your return reason. If there is an issue affecting approval, we will explain it to you.

For approved returns, the refund is based on the amount actually paid for the returned item, after applicable discounts.

For personal-reason returns, the return shipping you purchase separately is not reimbursed and is not deducted again from your refund. For issues on our side, return shipping is handled as described in Section 4.

Approved refunds are initiated to the original payment method within 5–10 business days after inspection and approval. Your bank or payment provider may require additional time to post the funds.

If we confirm that an item does not need to be returned, we will provide the applicable refund instructions.

8. Cancellations and Address Changes

Contact support@kichae.com as soon as possible, preferably within 24 hours of placing your order.

We will try to accommodate cancellation and address-change requests, but completion depends on fulfillment status and carrier availability. A request is not confirmed until our team verifies that it can be completed.

We cover carrier interception or address-change fees when these services can be arranged.

If there is a delivery problem, contact us before refusing delivery so we can help determine the appropriate next steps.

9. Warranty and Policy Updates

All products include a 3-year warranty starting on the delivery date, available to the original purchaser.

The personal-reason return conditions and 30-day return window do not replace warranty coverage. Contact us for assistance with a product issue after the return window.

The policy in effect when an order is placed applies to that order. Updated versions apply to orders placed on or after the stated effective date.

This policy does not limit any rights available under applicable law.

10. Contact Us

Email: support@kichae.com

Support hours: Monday–Friday, 9:00 a.m.–6:00 p.m. Pacific Time.

We respond within 1 business day.