Return & Refund Policy

*RETURN SHIPPING IS PAID BY THE CUSTOMER, EXCEPT WHEN THE ITEM RECEIVED IS DEFECTIVE OR INCORRECT.*

The 14-day return and refund benefits described in this policy apply only to eligible consumers purchasing products for personal, non-commercial use. A “Reseller Purchase” has the meaning given in Section 7 of our Terms of Service and includes any purchase made for resale or commercial redistribution, whether or not that purpose was disclosed when the order was placed.

Reseller Purchases are not eligible for the consumer-only 14-day return, cancellation, exchange, or refund benefits described in this policy. Once delivered, a Reseller Purchase is final sale. We will not accept a reseller return or provide a refund or exchange because of a change of mind, size or colour selection, inability or failure to resell the product, reduced resale value, cancellation by the reseller’s customer, or any other commercial reason.

Concealing or misrepresenting an intention to resell products does not create eligibility under this policy. If we reasonably determine that a customer made a Reseller Purchase, Kinship may refuse the return, suspend or terminate the customer’s account and access, and refuse or cancel future orders associated with that customer, its business, or connected accounts, as permitted by applicable law.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded or limited, including any mandatory remedy for products that are not delivered, incorrectly supplied, defective, misdescribed, or otherwise non-conforming.

 

Eligible retail customers may request a return and refund within 14 days, beginning on the day after the order is delivered. If you do not submit your return request within this period, we cannot offer a change-of-mind return or refund, except where applicable law requires otherwise.

This 14-day policy does not apply to Reseller Purchases, which are governed by the reseller provisions below and in Section 7 of our Terms of Service.


Before returning a product, please make sure:

  1. Your item is in the same condition that you received it.
  2. It should be unused and in its original packaging.

Once your return request is acknowledged, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Returns are received at our Hong Kong inspection hub, 100 Texaco Rd, Tsuen Wan, Hong Kong — the same facility your order was dispatched from. Please still request a return first so we can confirm the details and track your parcel.

Note that we do not charge a return-processing fee on returns.

 

RETURNS & REFUNDS - UNDER WHAT CIRCUMSTANCE?

 

THE PRODUCTS NEVER ARRIVED

Please email us at contact@kinship.jp if your tracking number indicates that your order has been delivered, but you have not actually received your item(s). After we verify this information, we will process your refund immediately.


DEFECTIVE/WRONG PRODUCT

If you discover your order is defective/incorrect, please email us at contact@kinship.jp with photos of the product. Once our team verifies this information, you may choose to opt for a free exchange or full refund. We will then send you instructions on how to return your product. We will also provide a prepaid return shipping label. 

If you opt for an exchange. your new order will arrive within 5-10 business days after we receive your returned product. If you opt for a refund, the refund will take 5-10 days to process after we receive your returned product. 

Claims concerning defective, incorrect, misdescribed, or otherwise non-conforming products are handled separately from our change-of-mind policy. The 14-day change-of-mind period does not limit any right or remedy that cannot lawfully be excluded.

 

EXCHANGE

You may exchange products if you received a defective/incorrect product, or if you need to exchange to a different size. Exchanges will be free of charge if we sent you a defective/incorrect product. If, however, we sent you the item you ordered, and you wish to exchange the product for a different size/color/model, you will need to pay for return shipping costs. 

If you need to exchange your product please email us at contact@kinship.jp with your order number and reason for exchange. We will then send you instructions on how to exchange your product. Once we receive your returned product, you will receive your new order after 5-10 business days.  

 

BROKEN AFTER USE

If your product breaks after you wear it, we cannot offer an exchange or refund.

 

CUSTOMER CHANGES THEIR MIND

Eligible retail customers may return a product because they have changed their mind, provided that:

  1. The return request is submitted within the 14-day return period;
  2. The product is unused and in the same condition in which it was received; and
  3. The product is returned in its original packaging with all original labels and accessories.

Once the returned product has been received and inspected, we will refund the purchase price of the eligible product to the original payment method. The customer is responsible for return shipping costs. Original and return shipping costs are non-refundable, except where applicable law requires otherwise.

Change-of-mind returns are not available for Reseller Purchases.

 

ORDER CANCELLATIONS

You can cancel any order before it has been dispatched. Please contact us immediately at contact@kinship.jp. If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method. Once an order has been dispatched, it can no longer be cancelled; any return is subject to the conditions in this policy.

 

REFUNDS (IF APPLICABLE)

After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. 

If approved, we will immediately process your refund, and a credit will automatically be applied to your credit card or original payment method within 5-10 business days. 

 

LATE OR MISSING REFUNDS (IF APPLICABLE) 

  1. If you haven’t received a refund yet, first check your bank account again. 
  2. Then contact your credit card company, it may take some time before your refund is officially posted. 
  3. Next contact your bank. There is often some processing time before a refund is posted. 
  4. If you’ve done all of this and you still have not received your refund yet, please email us at contact@kinship.jp. 

 

Shipping

Kinship provides a prepaid return shipping label for defective or incorrect items. Customers pay return shipping for change-of-mind refunds and voluntary exchanges for a different size, colour or item. Return shipping is not deducted from your refund when Kinship supplies a prepaid label at its own cost. For customer-paid returns, original and return shipping costs are non-refundable, except where applicable law requires otherwise.

Note that depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact Us

Business Hours

    Monday - Friday: 8:00 am - 7:00 pm (GMT +9)
    Saturday - Sunday: Closed.
    Public Holidays: Closed.

If you have further questions, please get in touch with our customer services at

    Company name: Kinship JP Ltd.
    Phone: (+81) 80-7597-7043
    Email: contact@kinship.jp
    Address: 3F, Shochiku Club Building, 4-13-11, Ginza, Chuo-ku, Tokyo 104-0045, Japan