Return & Refund Policy

I. Order Changes/Cancellations

We always want to support our customers when shopping at Kiromart, and one of the issues we address is providing a window for order changes/cancellations. We regret that we currently cannot support returns/refunds for accidental choices such as wrong size, quantity, or provide an incorrect address. You can change (size, shipping address, quantity) or cancel your order within 8 hours from the time of placing the order. Please send your request at [email protected] to make changes/cancel the order. If the request is sent after 8 hours from the time of placing the order, your order may have already been processed and shipped.

For order cancellations, if you request to cancel within 8 hours from the time of placing the order, we will refund the full value of your order to the original payment method you used. This may take 4-9 business days (depending on the service and bank you use).

II. Returns/Refunds

1. Timeframe

You have 30 days from the date of receiving your order to request a return/refund if there is an error with your order that is our responsibility. The item must be in its original condition with tags, unused, and undamaged by the customer.

Important Note: We do not require you to return defective products, so you will not incur any return shipping costs. Since we do not require the return of defective items, we encourage you to record a video of unboxing the package to help verify the defect status quickly and simply.

Not requiring the return of defective items only applies after we have clearly verified the defect status via photos/videos. In cases where there is insufficient evidence for verification, we may request additional information or refuse the request.

2. Return/Refund Process

To initiate a return/refund for an order, please send a request to [email protected] with the subject line: Return/Refund request - [Order number]

In the email, please provide complete information, including:

  • Order number
  • Description of the defect; the more specific, the better. For example, the shirt is torn at the shoulder and has a stain on the chest area, or the fabric of the shirt does not match the description on the website (website describes 100% polyester but the received item is not).
  • Attach the original unboxing video (if available), photos/videos of the defective area.
  • Preferred resolution: Request for a replacement product or a refund. If you request a replacement product but we do not currently have that item in stock, we will proceed with a refund for your order.

After sending your request, please wait approximately 24-48 hours for us to receive, process, and verify the defect status. Once we confirm the defect status of your order, we will proceed with sending a replacement product or a refund, depending on your request in the email.

  • For replacement product: We will send a replacement product (if available) to the shipping address you provided, and we will cover the shipping costs.
  • For refund: We will refund the full value of your order (including shipping costs) to your original payment method. Please note that the actual time to receive the refund may take approximately 4-9 business days, depending on the service and bank you use. If you have not received the refund after this period, please contact us via email [email protected] for assistance.

3. When are you eligible for returns/refunds?

Kiromart only accepts returns/refunds for orders with errors that are our responsibility. The following are 4 cases where you can request a return/refund for your order:

  • The product you received is not as described on the website.
  • The product has manufacturing defects, such as a torn shirt/pants, misaligned seams, faded or misprinted graphics.
  • The order you received does not match the order you placed (e.g., you ordered model 1 but received model 2, you ordered 4 products but only received 2, you ordered size M but received size L).
  • The order was lost or missing during shipping. In this case, if your order has not been delivered after more than 30 days, you can request a new order be resent or a refund.

4. Cases where we regret we cannot support returns/refunds

Below are some cases where you cannot return/refund. Please read this section carefully to avoid affecting your shopping experience at Kiromart.

  • Requests for a return/refund after 30 days from the date of receiving the order. Please note: We can only support returns within 30 days of receipt. After this period, we cannot process them due to system procedures. To avoid such unfortunate cases, please open your package immediately upon receipt and consider recording an unboxing video.
  • The product has been worn, washed, no longer has the original tags, or is damaged due to the customer's storage methods.
  • You chose the wrong size or quantity. In this case, Kiromart has already supported you with changing/canceling the order within 8 hours from the time of placing the order.
  • We currently do not support returns for personal reasons such as no longer needing the product or simply not liking it. Therefore, please consider your purchase carefully before placing an order.

III. Disclaimer

We are not responsible if an order cannot be delivered due to an incorrect or incomplete shipping address. You are responsible for providing a complete and accurate shipping address.

If you refuse to accept the order upon delivery, we will issue a refund after the order is confirmed to have been successfully returned. Shipping fees will be deducted from the refunded amount.

IV. Contact

This concludes our Return & Refund Policy. Please contact us if you have any questions or issues related to this policy:

  • Address: 3801 N Capital of Texas Hwy, Austin, TX 78746
  • Email: [email protected]
  • Phone Number: (737) 825-8030
  • Support Hours: Mon - Fri, 8:00 AM - 5:00 PM CDT.

Thank you for choosing Kiromart!