Refund policy
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at help@kanugoods.com. Please note that returns will need to be sent to the following address:
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at help@kanugoods.com.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCEPTIONS/NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@kanugoods.com.
RETURN ELIGIBILITY
Products can be returned within 90 days of receipt, in brand new, unused condition, with packaging. Products must be shipped in appropriate shipping boxes. Products returned solely in product packaging or in improper shipping boxes may not be accepted.
RETURN PROCESS
To initiate a return, please follow these steps:
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Log in to your account:
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter the six-digit verification code.
- Select the order that you want to submit the return for.
- If your order has multiple items, select the items you wish to return.
- Select a return reason and add a note for the store.
- Click "Submit request".
Alternatively, you can contact us via email at help@kanugoods.com for further assistance.
RETURN SHIPPING COSTS
Customers are responsible for the shipping costs associated with returning the item. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
REFUND PROCESS
Once we receive and inspect the returned item to ensure it meets our return conditions, we will process your refund. Refunds will be issued to the original payment method used for the purchase and typically take 3-5 business days to appear on your statement.
DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective, please contact us immediately at help@kanugoods.com so we can assist you.
INTERNATIONAL RETURNS
International customers are responsible for all return shipping costs, including duties, taxes, and any other fees. Please note that international returns must follow the same return process as domestic returns.
CONTACT INFORMATION
For any questions or further assistance regarding returns, please contact us at help@kanugoods.com. Our team is here to help you.