Refund policy

REFUND/RETURN POLICY

Updated 5/27/2024

At Kawaii Stop, we want you to be completely satisfied with your purchase. That's why we offer a hassle-free return policy within a 15-day window starting from the date of delivery. If for any reason you are not satisfied with your order, you have up to 15 days to initiate a return through your account.

Eligibility Criteria:

  • Returns can ONLY be initiated directly from your account. Please ensure that all required details are filled in accurately to avoid any processing delays.
  • Please note that specific items, such as swimwear, lingerie, pants, leggings, health and beauty products, cosplays/costumes, clearance items, and any items labeled as non-returnable on the product page, are exempt from our return policy. Please see below for full list of NON Returnable items.

Return Process:

  1. Log in to your account and locate the order with the item you wish to return.
  2. Initiate the return process with all required information.
  3. Check product eligibility to confirm it qualifies for a return.
  4. Prepare the item for return, ensuring it is in original, unused condition and original packaging. (Items showing signs of use cannot be refunded and require payment for reshipping.)
  5. Send the package with a reliable carrier within 14 days, as return shipping is the responsibility of the customer.

Refund Options:

Upon receiving and inspecting the returned item, we offer the following refund options:

  • Refund to the original payment method, minus any applicable fees.
  • Gift card/Discount Code to Kawaii Stop, excluding fees.

20% Restocking Fee:

  • For eligible returns, a 20% restocking fee WILL apply + Non-Refundable Fees.

Non-Refundable Fees:

  • Original shipping fees (for orders with free shipping, a flat $3.99 fee will be deducted to cover initial shipping costs).
  • Import duties, customs fees, Kawaii Guard, and other associated charges are also non-refundable.

Non-Returnable Items:

  • The following items cannot be refunded or returned for hygiene and quality assurance reasons, especially since many are made-to-order.
  • Once payment is received and production begins, all sales are final. There is a 1-hour window for cancellation if the item has not yet entered production.
    • Adult Games
    • Beauty & Health products
    • Bras
    • Cosmetics
    • Cosplays/Costumes
    • Cosplay items
    • Essential Oils & Aromatherapy products
    • Headwear (Beanies, Hats, Etc.)
    • Intimates
    • Kawaii Guard
    • Leggings
    • Lolita Dresses
    • Panties
    • Sexy Lingerie
    • Sexy Products
    • Skin Care products
    • Swimsuits
    • Shoes
    • Figurines
    • Pre Orders/Pre Sales/Deposits
    • Reflective Clothing
    • Wall Scrolls
    • Made To Order Items

Please allow some time for the refund to be reflected in your account, as processing times may vary depending on your financial institution.

Damages/Incorrect Item Sent:

We always make sure to check every item before it is sent, but mistakes can happen. Full refunds can be issued if the wrong item was sent or if the item arrived damaged. Please contact us with clear pictures/videos of the damage within 15 days of receiving the item. If Kawaii Stop is at fault we WILL provide label for return and standard RMA procedure will be in effect. If an item is out of stock, we will notify you by email and offer store credits or a refund. 

Customer Mistake on Size/Color/Address:

  • Size/color: Items that are the wrong size or color on the customer's part may be exchanged only, provided they are in their original condition, unwashed, and unworn. Please note: Customer covers a 20% restocking fee, return shipping, and shipping for the new item.
  • Address: We are not liable for undeliverable or incorrect addresses provided by the customer, no refunds will be processed. 

Refund for Minor Difference

An item received late, slight color difference or a change of mind will not be accepted for a refund, return, or exchange. Some items may have a difference of 1-3 cm from the product description because the factory/person cannot make every item exactly the same. We cannot refund or replace items because of minor differences.

Theft/Lost Packages:

Replacements for lost or stolen packages are provided only to customers who purchased Kawaii Guard protection. In cases of theft or loss, a police report is required to process a replacement shipment without additional charges.

Additional Information:

RMA Expiration: To be eligible for a return or refund, customers must request a Return Merchandise Authorization (RMA) within 15 days of the delivery date. Once the RMA has been approved and issued, the return package must be shipped back to us within 14 days of the RMA initiation date.

Please note that failure to request the RMA within the 15-day window, or to return the item within the specified 14 days after RMA initiation, will result in the RMA being closed. In such cases, the item will no longer be eligible for return or refund, and no further action will be taken.

Replacement Shipment Policy:

For all approved replacements, we ask customers to place a new order for the correct item they wish to receive. This process ensures that you receive the replacement item as soon as possible without waiting for the original item to be processed.

Once the original item is returned and received, we will promptly issue a refund to the original payment method on file for the returned item. Please follow all return instructions carefully to ensure a smooth replacement and refund process.

We are committed to providing excellent customer service and ensuring that you have a smooth shopping experience with us. If you have any questions or require assistance with the return process, feel free to contact our support team. Your satisfaction is our priority, and we are here to assist you.

Thank you for choosing Kawaii Stop!