Returns, Cancellations & Refunds

This policy explains your rights and our procedures regarding cancellations, returns, refunds, and defective items. Different rules apply depending on your location.

1. EU & UK customers – right of withdrawal (14 days)

If you are located in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to the conditions below.

2. Hygiene exception (EU & UK)

• Products must remain unopened, unused, and with the hygiene seal intact
• If the seal or original packaging is broken, the item is not eligible for return or refund

This exclusion is permitted under EU Consumer Rights Directive (2011/83/EU) and UK Consumer Contracts Regulations 2013.

3. How EU & UK customers can withdraw

• You must notify us within 14 days of delivery
• Returned items must reach our warehouse within 14 days of your withdrawal notice
• Items must be unopened, unused, and in original condition and packaging
• All returns must be sent using a traceable shipping method

4. Refunds for EU & UK returns

If your return meets the conditions above, we will refund:

• The product price
• The original standard outbound shipping cost (if applicable)

Permitted deductions (EU & UK)

• Return shipping costs (paid by the customer)
• Outbound shipping cost, if free shipping was conditional on a minimum order value and the return causes the order to fall below that threshold

We do not charge restocking, pick & pack, or handling fees for valid EU/UK withdrawals.

5. Customers outside the EU & UK (Rest of World)

• Items must be unopened and unused
• Return requests must be made within 7 days of delivery
• Items must be returned in original condition and packaging

Refunds (Rest of World)

• A partial refund will be issued
• We may deduct original outbound shipping costs
• We may deduct pick & pack / restocking costs (typically USD $20–$25)
• Return shipping costs are the responsibility of the customer

6. Amending orders

Our warehouses process orders quickly. For this reason, we cannot guarantee changes to products, shipping addresses, or order contents once an order has been placed.

Requests made outside business hours or during weekends may not be processed before dispatch.

7. Cancelling orders

Before dispatch

If a cancellation request is received within 1 hour of placing your order, we will attempt to cancel it. If successful, a full refund will be issued.

If the order has already shipped, cancellation cannot be guaranteed.

Customer Support hours (CEST)

• Monday–Thursday: 09:30–17:00
• Friday: 09:30–15:00

8. Orders already shipped or delivered

If your order has already shipped, is out for delivery, or has been delivered, returns are accepted only if the item is unopened and within the applicable return period based on your location.

9. Information required for return requests

• Customer name
• Order number or proof of purchase
  
• Reason for return

10. Bundles & partial returns

Individual items from bundles may be returned within the applicable return period. If any items are kept, they will be charged at the full individual price, and refunds apply only to returned items.

11. Defective or incorrect items

If an item is defective or incorrect, please contact Customer Support with proof of purchase and clear photos or videos. Once verified, a replacement of the same product will be provided at our expense.

Refunds are not issued for defective devices.

12. Warranty & third-party purchases

Warranty coverage applies only to products purchased directly from kiiroo.com. Products purchased second-hand or via third-party marketplaces are not eligible for warranty claims.

13. Delivery issues & investigations

Missing or non-delivered orders must be reported within 30 days of the last tracking scan. After this period, carriers may refuse investigations and we may be unable to offer a replacement or refund.