Refund policy
Return & Refund Policy
At Kenzoku, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.
1. Return Eligibility
To be eligible for a return, the item must:
- Be unused, unworn, and unwashed
- Be in its original condition and packaging
- Have all original tags attached
- Be returned within 7 days of delivery
To initiate a return, please contact us at hello.kenzoku@gmail.com with your order number and reason for return.
2. Non-Returnable Items
As our products are made to order, the following items are generally not eligible for return or refund:
- Customized or personalized products
- Products ordered in the wrong size by the customer
- Products purchased during clearance or final sale promotions
- Gift cards
- Items showing signs of use, washing, alteration, or damage caused by the customer
Please review product descriptions and size charts carefully before placing an order.
3. Damaged, Defective, or Incorrect Products
If you receive:
- A damaged product
- A defective product
- An incorrect item
- A product with a printing defect
Please contact us within 7 days of delivery at hello.kenzoku@gmail.com
To process your request, please provide:
- Order number
- Description of the issue
- Clear photographs showing the problem
Upon verification, we may offer:
- A replacement product
- Store credit
- A full refund
No additional return shipping charges will apply for approved defective or incorrect products.
4. Exchange Policy
We offer exchanges for eligible products subject to availability.
Exchange requests must be made within 7 days of delivery.
Customers requesting an exchange should contact hello.kenzoku@gmail.com with:
- Order number
- Product details
- Desired replacement size
If the requested item is unavailable, we may offer:
- Store credit
- Refund (where applicable)
- Alternative product options
5. Return Process
Step 1
Email us at hello.kenzoku@gmail.com with:
- Order number
- Reason for return
- Photos (if applicable)
Step 2
Our support team will review your request and provide return instructions if approved.
Step 3
Ship the item to the return address provided by our team.
Returns sent without prior approval may not be accepted.
6. Return Shipping Costs
If the return is due to:
- Damaged product
- Defective product
- Incorrect item sent by us
We will bear the return shipping cost or arrange a replacement.
If the return is due to:
- Change of mind
- Incorrect size selected by the customer
The customer is responsible for all return shipping charges.
Original shipping charges, if any, are non-refundable.
7. Refund Process
Once the returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved:
- Refunds will be processed to the original payment method
- Refunds may take up to 5–7 business days to reflect in your account depending on your bank or payment provider
You will receive a confirmation email once the refund has been initiated.
8. Late or Missing Refunds
If you have not received your refund after the stated processing period:
- Check your bank account or payment method.
- Contact your bank or payment provider.
- If the issue persists, contact us at hello.kenzoku@gmail.com
9. Order Cancellation
Orders may be cancelled within 12 hours of placement.
Once production has begun or the order has been shipped, cancellation requests may not be accepted.
As our products are manufactured on demand, cancellations are generally not possible once processing or printing has started.
10. Contact Us
For any questions regarding returns, exchanges, or refunds, please contact:
KENZOKU
Email: hello.kenzoku@gmail.com
We are committed to resolving customer concerns fairly, transparently, and promptly.