Refund policy
At Kusivon, we want you to enjoy your shopping experience with confidence. If you are not completely satisfied with your purchase, we're here to help. Please review our return and refund policy below before submitting a return request.
Return Eligibility
We accept returns for eligible items within 30 calendar days from the date your order is marked as delivered.
To be eligible for a return, items should meet the following conditions:
- Returned within 30 calendar days of delivery.
- In their original condition and suitable for resale.
- Free from visible signs of wear, damage, or misuse that would affect resale.
- Returned with the original packaging whenever possible.
- Accompanied by the original order number or proof of purchase.
Please note that opening the package or briefly inspecting an item does not automatically make it ineligible for return. However, products showing significant signs of use, damage, or alteration may not qualify for a refund.
All returned items are inspected upon arrival before a refund is approved.
Non-Returnable Items
For hygiene and product safety reasons, certain items cannot be returned unless they arrive damaged, defective, or incorrect.
These include:
- Hair accessories that have been worn beyond normal inspection.
- Products with obvious signs of wear, stains, odors, or damage.
- Items damaged after delivery due to improper use or handling.
- Clearance or Final Sale items (if applicable).
- Gift cards (if applicable).
If you receive an incorrect, damaged, or defective product, please contact us within 7 calendar days after delivery.
How to Request a Return
Before returning any item, please contact our customer support team to request return authorization.
Please include the following information:
- Order number
- Full name
- Email address used for the purchase
- Reason for the return
- Photos of the item and packaging if the item is damaged, defective, or incorrect
Contact Email:
Returns sent without prior authorization may experience delays or may not be accepted.
Return Shipping Costs
If the return is requested for personal reasons, including but not limited to:
- Ordered the wrong item
- Changed your mind
- No longer wanted the item
- Ordered by mistake
- Preference or style expectations
The customer is responsible for the return shipping costs.
If the return is due to an error on our part, such as:
- Wrong item shipped
- Item damaged during transportation
- Manufacturing defect
- Missing item in the package
Kusivon will review the situation and provide an appropriate solution, which may include a replacement, a refund, or reimbursement of the return shipping cost where applicable.
Inspection & Refund Processing
After your returned package arrives at our warehouse, it will be inspected by our team.
Inspection generally takes 3–5 business days.
If the return is approved, the refund will be issued to your original payment method.
Depending on your payment provider, refunds usually appear within 5–10 business days after processing.
Original shipping charges are generally non-refundable unless the return is caused by our error or required by applicable law.
Exchanges
At this time, we do not offer direct exchanges.
If you would like a different color, style, or product, we recommend returning the eligible item for a refund and placing a new order.
This helps ensure the fastest processing and product availability.
Order Cancellations
Orders may be canceled before they have been shipped.
Once an order has entered processing or has been shipped, it can no longer be canceled.
If you no longer wish to keep the item after delivery, you may request a return in accordance with this policy.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 calendar days after delivery.
To help us resolve the issue as quickly as possible, please provide:
- Your order number
- Clear photos of the product
- Photos of the shipping packaging
- A brief description of the issue
Our team will review the information and provide an appropriate resolution as soon as possible.
Late or Missing Refunds
If you have not received your refund after it has been approved, please:
- Check your bank account or payment method.
- Contact your credit card company, as processing times may vary.
- Contact your bank for additional information.
If you still have not received your refund after completing these steps, please contact us for further assistance.
Contact Us
If you have any questions regarding returns or refunds, please feel free to contact us.
Phone
+1 (302) 551-8151
Business Hours
Monday – Friday
11:00 AM – 5:00 PM (Eastern Time)