Return & Refund Policy

1. Introduction

At KiraKira, our goal is to ensure complete satisfaction with your purchase. We recognize that circumstances may arise where a return or refund is necessary. This policy outlines the eligibility criteria, timelines, procedures, and responsibilities associated with returns, refunds, and exchanges.

2. Return Request Window

You are eligible to request a return within seven (7) calendar days from the date your order is marked as delivered by the courier. After this period, no returns or refunds will be accepted regardless of the reason. To initiate a return, you must submit a formal request via email with your full name, order number, item(s) being returned, and the reason for the return.

3. Conditions for Return Eligibility

In order for your item to qualify for a return, all the following conditions must be met:

- The item must be unused, unopened, unwashed, and undamaged.

- It must be returned in the exact same condition as received, with all original packaging, tags, labels, seals, manuals, and accessories intact.

- A valid original proof of purchase (receipt, invoice, or digital confirmation) must be included.

- The item must not be a non-returnable category product (see Section 4).

Returns that do not meet these criteria will be declined or subject to restocking fees or partial refunds.

4. Non-Returnable Products

Certain items are non-returnable due to health, hygiene, safety, or final sale regulations. These include but are not limited to:

- Opened or used beauty, skincare, cosmetic, or personal care products.

- Food and beverage items unless the product arrives defective, contaminated, or expired.

- Customized, engraved, personalized, or made-to-order items.

- Items explicitly marked as 'Final Sale', 'Clearance', or 'Non-returnable'.

- Digital content or downloadable items (e.g., eBooks, software, codes).

5. Return Procedure

To begin the return process:

1. Contact our customer service at yanxuemei@100.me within the return window.

2. Provide complete return details: full name, order number, photos of the product (if damaged), and reason for return.

3. Await approval and follow the instructions provided for shipping the item back.

4. You must return the item to the designated return address within 5 business days of approval.

Failure to comply with any step may result in rejection of your return request.

6. Refund Terms and Processing

Once we receive and inspect the returned item:

- We will notify you of the approval or rejection of your refund.

- Approved refunds will be issued via the original payment method within 7–14 business days.

- Refunds do not include any original shipping fees paid unless the return was due to our error.

- Partial refunds may apply if the item shows signs of use, damage, or is missing components.

7. Exchange Policy

We offer product exchanges only in the following scenarios:

- The item received is damaged, defective, or does not match the order.

- You must notify us within 48 hours of delivery with evidence (photos/videos).

- Once verified, we will arrange for an exchange or replacement at no additional cost to you.

8. Return Shipping Responsibility

- Unless the return is due to our error (wrong item, defect), return shipping costs are the responsibility of the customer.

- We strongly advise using a traceable shipping service with insurance, and retaining the receipt as proof.

- If the package is lost or damaged in transit, we will not be liable for issuing a refund.

- COD returns or unauthorized returns may be refused.

9. Condition Upon Receipt

Returned products are inspected upon arrival. The following conditions may affect the refund amount:

- Missing tags, packaging, or accessories may result in a deduction.

- Damaged items due to improper packaging during return shipping will not be eligible.

- Items returned without prior authorization may be rejected.

10. Disputes & Exceptions

- We reserve the right to refuse a return or refund in cases of abuse, excessive return activity, or fraud.

- Exceptions to this policy may be granted at our discretion and must be confirmed in writing.

- We do not offer 'try-before-you-buy' options; all purchases are considered final unless qualified for return as outlined.

11. Policy Amendments

KiraKira reserves the right to modify this policy at any time without prior notice. The latest version will be published on our website and will supersede previous versions. Continued use of our services constitutes acceptance of any revised terms.

12. Contact Us

For all return inquiries, contact our Customer Service team:

Email: yanxuemei@100.me

Working Hours: Sunday–Thursday, 9:00 AM – 6:00 PM (KSA Time)

Expected Response Time: 24–48 business hours