Refund policy

Last updated: 20 July 2026

At KAWAIINK, we want you to love every product you receive. If something isn't quite right, here's how our returns process works.

Returns Window

You have 14 days from the date your order is delivered to request a change-of-mind return.

How to Request a Return

The fastest way to start a return is through your KAWAIINK account:

Log in to your KAWAIINK account.
Go to My Orders.
Select the relevant order and click Request a Return or Get Help.
Follow the on-screen instructions.

If you checked out as a guest or are having trouble accessing your account, simply contact us with your order number.

Our team will review your request and provide return instructions. Please wait for our instructions before sending any items back.

Eligibility for Returns

To be eligible for a change-of-mind return:

The item must be unused, in its original condition, and in its original packaging.
The item must not be damaged, altered, or excessively handled.
Your return request must be submitted within the 14-day return period.

Returns showing signs of use beyond what is necessary to inspect the item may be eligible for a reduced refund. This does not affect your statutory rights.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. In those cases, we will cover the return shipping costs.
We recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.

Refunds

Once your return has been received and inspected:

Refunds are issued to your original payment method within 3–5 business days.
For change-of-mind returns, the refund covers the price of the returned item.
For faulty, damaged, or incorrect orders, we will refund the full amount you paid, including the original shipping cost.
Depending on your bank or payment provider, it may take a few additional business days for the refund to appear on your statement.

Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

Contact us within 30 days of delivery using your account or our contact form.
Include clear photos showing the issue.

We will arrange a replacement or a full refund at no additional cost. In most cases, you will not be required to return the item.

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original item in accordance with this policy and place a new order.

Order Cancellations

Orders can only be cancelled before they are dispatched.

Because we process orders quickly, please contact us as soon as possible if you wish to cancel your order. Once an order has been shipped, it can only be returned under the returns process described above.

Your Statutory Rights

Nothing in this Returns Policy affects your statutory rights.

If you are a consumer in the United Kingdom or the European Union, you have the legal right to cancel eligible orders within 14 days of delivery. You may also have additional legal remedies where goods are faulty, damaged, or not as described.

Support

For the fastest service, please submit return requests through your KAWAIINK account so we can securely identify your order.

You can also contact us at any time via our contact form. We aim to respond to all enquiries within 24–48 hours.

Thank you for supporting KAWAIINK.

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