返金ポリシー

We have a 15-day return policy, which means you have 15 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 and in its original packaging. You’ll also need the packaging slip attached with you order.

To start a return, you can contact us at info@kenyuniverse.com. If your return is accepted, we’ll provide you a return label (domestic orders only) and instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.


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 custom products (such as special orders or personalised items) or jewellery. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, limited editions, jewellery or gift cards.


Exchanges
The fastest way to ensure you get what you want is to contact us as soon as possible, let us know what product you want exchange for, then return the item you have after an approval.

Please not return labels are provided for DOMESTIC orders only.


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 the account you used to place the order. Please remember it can take 3 to 5 workings days for the company to process the refund and for the payment to appear on your bank statement.

Please note that any address mistake coming from the customer leading to an impossible delivery will automatically be refund without the shipping fees. If the customers want the product, they will need to place a new order with a valid address.