Informativa sui rimborsi
This policy applies to purchases from Kitmoo at toarie.com. Nothing in this policy restricts mandatory consumer rights.
1. Return period
You may notify us of a return within 14 calendar days after delivery. For a change-of-mind return, please keep the item in its original condition, with its packaging, tags, accessories, and proof of purchase. You may inspect goods as reasonably necessary to establish their nature, characteristics, and functioning. A return reason is helpful but is not required to exercise a statutory right of withdrawal.
2. How to request a return
Email info@kitmoo.com with your order number and the items you wish to return. For a damaged or incorrect item, include photographs where possible. We will provide the return instructions and complete delivery details. Please contact us before posting a parcel to avoid sending it to an incorrect address. Our response time does not shorten your statutory notification period.
3. Return location
The full street address, recipient name, telephone number, and any return reference will be supplied by email. Do not send a parcel to an incomplete address, a company correspondence address, or the address on the original shipping label.
4. Exceptions
Where permitted by applicable law, change-of-mind returns may be excluded for goods made to your specifications or clearly personalized, perishable goods, and sealed goods unsuitable for return for health or hygiene reasons once unsealed. Any applicable exception must be disclosed before purchase. Discounted goods are not automatically excluded. These exceptions do not remove your rights when goods are faulty, incorrect, or not as described.
5. Damaged, defective, or incorrect items
Inspect your order promptly and contact us as soon as you discover a problem, ideally within 48 hours of delivery. This suggested reporting period is not a deadline that removes your legal rights. Keep the packaging and provide clear photos of the item and shipping label where available. We will arrange an appropriate repair, replacement, or refund under applicable law and cover necessary return shipping where the problem is our responsibility.
6. Return shipping and fees
For a change-of-mind return, you pay the direct cost of returning the goods to the designated facility in China, unless we agree otherwise. The carrier's price depends on your location, parcel size, weight, and chosen service. Please obtain a quote before returning and retain proof of postage. For a defective or incorrect item, contact us for a prepaid or reimbursed return solution. We do not charge a restocking fee.
7. Refunds
We will notify you when a return is received and assessed. Refunds are made to the original payment method. For a valid EU withdrawal, we reimburse the applicable payments, including the least expensive standard outbound delivery charge, within 14 days of your notice; we may wait until we receive the goods or evidence that you sent them back, whichever occurs first. Please send the goods back within 14 days of notifying us. Premium delivery upgrades need not be refunded. Bank or payment-provider posting times may be additional.
For other approved refunds, processing normally takes 5–10 business days after approval, subject to any shorter legal deadline. If the refund is missing, check your payment account and contact your bank or payment provider, then email us for help.
8. Condition and deductions
Where legally permitted, a refund may reflect diminished value caused by handling beyond what is reasonably necessary to inspect the goods. We will explain any deduction. There is no automatic deduction merely because packaging was opened for a reasonable inspection.
9. Exchanges
Direct exchanges depend on stock and delivery availability. You may instead return an eligible item and place a separate new order.
10. Order cancellation
Email info@kitmoo.com as soon as possible to cancel. If your cancellation request reaches us before the order has shipped or production of a personalized item has begun, the order can be cancelled for a full refund. After shipment, the return and withdrawal process applies. For personalized goods already in production, cancellation may no longer be available where the relevant exception was disclosed before purchase. These provisions do not restrict other statutory cancellation rights.
11. Refused or unclaimed parcels
Please contact us instead of simply refusing delivery. Where permitted by law, reasonable and documented costs caused by an incorrect address or non-collection may apply. We will explain any charge and will not use it to remove mandatory refund rights.
12. Customer support
Email info@kitmoo.com. Normal response time is 2–5 business days. Include your order number and check your spam folder. EU consumers retain applicable statutory protections for faulty or non-conforming goods, including the minimum legal guarantee required by law.
8. Deductions
Where permitted by law, a refund may be reduced for missing parts, damaged packaging, signs of use beyond reasonable inspection, or loss in value caused by handling inconsistent with these requirements. Any proposed deduction will be explained.
9. Exchanges
The fastest way to obtain a different item is usually to return the eligible item and place a new order after the return is approved. Direct exchanges depend on stock and destination availability.
10. Cancellations
Send cancellation requests as soon as possible to info@kitmoo.com. We will try to cancel an order before processing or shipment, but cannot guarantee cancellation once fulfillment has begun. If the order has shipped, the normal return process applies after delivery.
11. Refused or unclaimed parcels
If a parcel is refused, unclaimed, or returned because of an incorrect address, non-response, non-collection, or unpaid import charges, actual return shipping, customs, or carrier fees may be deducted from the refund where permitted by law.
12. Contact
Email: info@kitmoo.com. Please allow 2–5 business days for a response and monitor your spam folder.