Returns
What’s your return policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. We don’t offer exchanges, but if there’s something wrong with your order, please let us know by contacting us at support@kyushafactory.com.
To be eligible for a return:
Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.
To start a return: Contact us at support@kyushafactory.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Please note that the customer is responsible for return shipping costs. There is no restocking fee, and final sale items are not eligible for return.
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 personalized items). Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at support@kyushafactory.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
24-month warranty
Under the Danish Sale of Goods Act, customers are entitled to a 24-month warranty. This warranty cannot be shortened by agreement and applies to all parts of the item. However, the warranty may expire before the 24-month period if the item is not intended to last for two years, or if it naturally wears out before the end of the period.
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 your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@kyushafactory.com.
Claims for Misprinted/Damaged/Defective Items
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your customers notice an issue on the products or anything else on the order, please submit a problem report.
The return address is set by default to the Kyusha Factory facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Kyusha Factory's facility isn't used as the return address, you would become liable for any returned shipments you receive.
Wrong Address
If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
Sealed Goods
Kyusha Factory does not accept returns of sealed goods, such as but not limited to air fresheners and microfiber cloths, which are not suitable for return. You hereby agree that any returned orders with air fresheners and microfiber cloths won’t be available for reshipping and will be disposed of.
Notification for EU Consumers
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
The supply of goods that are made to the consumer's specifications or are clearly personalized;
Sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore Kyusha Factory reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
