Refund policy

Last Updated: August 20, 2026

We want you to shop with confidence at KiguVerse.

Subject to the conditions below, you may request a return within 7 calendar days after your order is delivered.

Any mandatory consumer rights available under applicable law remain unaffected.

1. Return Eligibility

To qualify for a return, a product must normally be:

• unused;
• unworn, except where reasonably necessary to inspect fit;
• unwashed;
• undamaged;
• free from odors;
• free from stains, makeup, pet hair, or other signs of use;
• returned with original tags where applicable;
• returned with included accessories; and
• returned with its original packaging where reasonably possible.

The product must be in a condition suitable for resale.

Products that show substantial signs of wear, washing, alteration, misuse, damage, contamination, or improper care may be refused or receive a reduced refund where permitted by applicable law.

2. Non-Returnable Items

The following items may not be eligible for a change-of-mind return:

• final-sale or clearance products expressly marked as non-returnable before purchase;
• gift cards;
• personalized or custom-made products;
• products altered at the customer's request;
• products damaged through misuse, washing, modification, or improper care; and
• products that cannot legally or reasonably be returned for health or hygiene reasons after use.

These exclusions do not affect rights that cannot legally be excluded.

3. How to Request a Return

Please follow these steps:

• Contact support@kiguverse.com within 7 calendar days after delivery.
• Provide your order number.
• Identify the product or products you wish to return.
• Explain the reason for the return.
• If the product is damaged, defective, or incorrect, include clear photographs showing the issue, packaging, and shipping label where applicable.
• Wait for our return instructions before sending the package.

Do not send a return without contacting us first.

Unauthorized returns may be refused or may significantly delay processing.

4. Return Address

Authorized returns should be sent only according to the instructions provided by our customer-service team.

Return Address:

Hefei Shunfeng E-commerce Co., Ltd.
Room H7759, 8th Floor, Building A, Phase III, Cross-border E-commerce Industrial Park, No. 1201 Huafeng Road, Shushan Economic Development Zone, Shushan District, Hefei City, Anhui Province, China

Phone: +86 13865930153

This address is for authorized return shipments only.

Please do not send cash-on-delivery packages or unauthorized returns.

5. Return Shipping Costs

For change-of-mind returns, including:

• ordering the wrong size;
• choosing the wrong product;
• no longer wanting the item; or
• other reasons not caused by a product defect or fulfillment error,

the customer is responsible for return shipping costs unless applicable law requires otherwise.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking number until the refund has been completed.

KiguVerse is not responsible for a return package that is lost before reaching the authorized return address.

If we confirm that:

• the product was damaged when received;
• the product is defective; or
• we shipped an incorrect product,

we will provide appropriate return, replacement, or refund instructions and will cover reasonable authorized return shipping costs where applicable.

6. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, contact support@kiguverse.com as soon as possible and within 7 calendar days after delivery where reasonably possible.

Please provide:

• your order number;
• a description of the issue;
• clear photographs of the product;
• photographs of the packaging where relevant; and
• a photograph of the shipping label where relevant.

Please retain the product and packaging while we review your request.

Do not discard or return the product until we provide instructions.

Depending on the circumstances, we may offer an appropriate:

• replacement;
• refund;
• partial refund; or
• other remedy required by applicable law.

7. Refund Amount

For an approved eligible return, the refund will normally cover the purchase price paid for the returned product and any applicable refundable taxes.

Original shipping charges are generally non-refundable for change-of-mind returns unless required by applicable law.

If the return results from a confirmed defective, damaged, or incorrect item, applicable shipping charges may also be refunded or reimbursed as appropriate.

8. Refund Processing

After an authorized return reaches our return address, we will inspect the product.

Once the return has been reviewed and approved, the refund will be issued to the original payment method.

You will normally receive an email after the refund has been submitted.

After we issue a refund, your bank, credit-card issuer, or payment provider determines how long it takes for the funds to appear in your account.

Processing times therefore vary between financial institutions.

9. Exchanges

Where available, exchanges are subject to product availability.

Because stock may change quickly, we may ask customers to return the original item for a refund and place a new order instead of processing a direct exchange.

Please contact customer support before returning an item for exchange.

10. Size-Related Returns

Kigurumi products are generally designed for a relaxed fit.

We strongly recommend reviewing the Size Guide and product measurements before ordering.

A size selected incorrectly by the customer is treated as a change-of-mind return unless applicable law provides otherwise.

11. Cancellations

A return request is different from an order cancellation.

If you wish to cancel an order before shipment, contact us as soon as possible.

We cannot guarantee cancellation after processing has begun.

See our Shipping Policy for additional information about order changes and cancellations.

12. Refused or Undeliverable Deliveries

Packages returned because they were:

• refused by the recipient;
• addressed incorrectly;
• incomplete;
• unclaimed; or
• otherwise undeliverable for reasons attributable to the customer

may be subject to actual shipping, return, customs, or handling costs where permitted by law.

13. Consumer Rights

Nothing in this Return and Refund Policy limits any legal rights or remedies that cannot be waived under applicable consumer-protection law.

Where local law provides customers with additional or longer return, cancellation, refund, conformity, or withdrawal rights, those mandatory rights will apply.

14. Contact Us

For returns and refunds:

Email: support@kiguverse.com
Phone: +86 13865930153
Online Chat: Available on KiguVerse

Return Address:
Hefei Shunfeng E-commerce Co., Ltd.
Room H7759, 8th Floor, Building A, Phase III, Cross-border E-commerce Industrial Park, No. 1201 Huafeng Road, Shushan Economic Development Zone, Shushan District, Hefei City, Anhui Province, China