Refund & Replacement Policy

At Kiwooli.com, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we offer a hassle-free refund and replacement policy to ensure your shopping experience remains enjoyable and stress-free.

1. Eligibility for Refunds & Replacements

You may request a refund or replacement if:

You received a damaged or defective item
You received the wrong product
Your order never arrived (after verifying the shipping details)
You changed your mind and want to return the item (refund only, see conditions below)

To be eligible, the item must be:

✔ Unused, unworn, and in its original packaging
✔ In the same condition as you received it
✔ Returned within 14 days of receiving your order

Note: Some products, such as personalized or hygiene-related items, may not be eligible for returns or replacements due to safety reasons.

2. How to Request a Refund or Replacement

To request a refund or replacement, follow these simple steps:

Step 1, Contact Us: Email us at support@kiwooli.com or use our 24/7 Live Chat on our website. Please include:

Your order number
A description of the issue
Photos (if the item is damaged or incorrect)

Step 2, Wait for Approval: Our team will review your request and respond within 48 hours with the next steps.

Step 3, Return the Item (if required): If a return is necessary, we will provide return instructions.

Step 4, Receive Your Refund or Replacement:

Refunds will be processed within 5-7 business days to your original payment method.
Replacements will be shipped out within 3-5 business days after approval.

3. Replacement Policy

You may request a replacement instead of a refund if:

The item is damaged or defective upon arrival
The wrong item was sent
Your order was lost in transit

If the exact product is out of stock, we will offer you a similar item or a full refund.
If you prefer a replacement, we will send it free of charge, and you will not need to return the original item.

4. Late or Missing Refunds

If you haven’t received your refund after 7 business days, please:

Check your bank account or payment method again
Contact your bank or payment provider (some processing times may vary)
Reach out to us at support@kiwooli.com, and we’ll be happy to assist you

5. Non-Refundable & Non-Replaceable Items

Certain items are not eligible for a refund or replacement, including:

Personalized or custom-made products
Items that have been used, washed, or damaged by the customer
Gift cards or promotional items
Sealed goods (e.g., hygiene products, cosmetics, or underwear) that were opened

6. Shipping Costs for Returns

If the item was damaged, incorrect, or defective, we will cover the return shipping costs.
If you are returning the item for personal reasons (e.g., changed your mind), you will be responsible for return shipping costs.

7. Contact Us

If you have any questions or need help with a refund or replacement, feel free to contact us:

📧 Email: support@kiwooli.com
💬 Live Chat: Available 24/7 on our website

We are here to ensure you have a smooth and satisfying shopping experience at Kiwooli.com! 😊