Returns & Refunds
Return, exchange and refund rules, with separate treatment for standard returns, problem goods and EU statutory withdrawal rights.
Change of Mind / Preference
Request within 14 calendar days after receipt. Eligible items should generally be unused, unworn, unwashed, in original condition and with original tags where applicable. Customer pays return shipping.
Damaged / Defective / Incorrect / Incomplete
Contact support promptly. The merchant pays the applicable return shipping cost and mandatory consumer remedies remain available.
14-Day Withdrawal Right
Where EU distance-selling rules apply, consumers generally have 14 days from receipt to withdraw without giving a reason. Mandatory statutory rules take priority over the commercial policy.
How to start a return
Contact support
Email support@kitroxi.com to register the return.
Receive instructions
Customer service provides the applicable return address and return steps.
Send the goods
Return the goods using the instructions provided and keep reasonable shipment evidence.
Refund or exchange
After the goods are received and reviewed, the approved resolution is processed subject to applicable statutory deadlines.
Customer-paid shipping
For change-of-mind, size preference, personal preference or another non-defective return, the customer pays return shipping.
For a normal non-defective exchange, the customer pays both the return shipping cost and the replacement-item shipping cost.
No restocking fee is charged.
Merchant-paid shipping
For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return shipping cost.
For an exchange caused by damaged, defective, incorrect or incomplete goods, the merchant also pays the applicable replacement shipping cost.
EU statutory withdrawal and delivery-cost refund
For an applicable EU statutory withdrawal, the customer may be responsible for the return shipping cost where this responsibility was clearly disclosed before purchase and applicable law permits it.
Any standard original delivery cost that must be refunded under applicable consumer law will be refunded. If the customer chose a more expensive delivery option than the least expensive standard service offered, the supplementary amount above the least expensive standard delivery cost need not be refunded where applicable law allows.
Where applicable law permits, the merchant may withhold a statutory refund until the returned goods are received or the customer provides evidence that the goods were sent back, subject to the applicable legal rule.
Refund timeline and method
Approved refunds are generally returned to the original payment method. Our internal processing target is within 7 business days after returned goods are received and the necessary review is completed. This target does not replace, extend or reduce any mandatory statutory refund deadline. Banks, card issuers or payment providers may need additional time to display the credit.
Exceptions where applicable
If clearly personalised, custom-made or made-to-order goods are offered in the future, they may be excluded from ordinary change-of-mind or statutory withdrawal rights where applicable law permits. This does not exclude rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.