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KINU.JAPANESE BODY CARE
FAQ

Refund policy

Last updated: August 6, 2026

We want you to be happy with your KINU towel. If something isn't right, here's exactly how returns work — no fine print, no runaround.

1. Return Window

You may request a return within 30 days of the delivery date. Requests made after 30 days cannot be accepted.

2. Condition Requirements

KINU exfoliating towels are personal hygiene products. For the health and safety of our customers, we can only accept returns of items that are:

  • Unused and unwashed
  • In their original, unopened packaging with all seals intact
  • Accompanied by proof of purchase (order number or confirmation email)

Opened or used towels cannot be returned or refunded. This is a hygiene restriction, not a technicality — a used personal care item cannot be resold or sanitized, and no retailer in this category accepts them back.

If you've opened your towel and there's a genuine problem with it, read Section 6 below. That's a different process and we handle it differently.

3. Return Shipping Costs

Return shipping is paid by the customer. We do not provide prepaid return labels for change-of-mind returns.

We recommend using a trackable shipping method. KINU is not responsible for returns that are lost or damaged on their way back to us — without tracking, we have no way to confirm the item arrived.

The original shipping cost you paid (if any) is not refunded.

4. How to Start a Return

  1. Email support.admin@usekinu.com with your order number and the reason for the return.
  2. We'll reply with return authorization and the return address. Do not ship anything back before receiving authorization — unauthorized returns may not be processed.
  3. Pack the item securely in its original packaging and ship it to the address we provide.
  4. Send us the tracking number.

5. Refund Processing

Once your return arrives, we inspect it within 2 business days.

  • Approved: We issue a refund to your original payment method and email you a confirmation.
  • Not approved (item used, opened, damaged, or outside the 30-day window): We'll contact you. You may have the item shipped back to you at your expense, or we'll dispose of it.

Approved refunds typically appear in your account within 3 to 7 business days after we process them. The exact timing depends on your bank or card issuer, not on us. Buy-now-pay-later providers can take slightly longer.

6. Defective, Damaged, or Wrong Items

This is separate from a standard return, and the rules above about used items don't apply.

If your towel arrives damaged, defective, or isn't what you ordered, email support.admin@usekinu.com within 7 days of delivery with:

  • Your order number
  • Photos of the item and its packaging

We will send a replacement at no cost to you, or issue a full refund including shipping — your choice. You do not need to ship the item back, and you will not pay return shipping.

7. Bundles and Promotional Sets

Our Buy 2, Get 1 Free bundle is sold as a single unit.

  • To return a bundle, all three towels must be returned together, unused and sealed. Partial bundle returns are not accepted.
  • If a partial return brings your order below the $58 free-shipping threshold, the shipping cost we originally absorbed is deducted from your refund.

8. Exchanges

Want a different colorway? Request a return under Section 1 and place a new order for the color you want. This gets your replacement to you faster than a formal exchange, since we ship the new order immediately rather than waiting for the return to arrive.

Exchanges for defective items are handled under Section 6 at no cost to you.

9. Order Cancellations

Orders can be cancelled for a full refund only before they enter processing. Since we process within 1 business day, cancellation windows are short. Email us immediately at support.admin@usekinu.com — if the order has already been handed to the carrier, we can't stop it, and it will need to be handled as a return.

10. Contact

Email: support.admin@usekinu.com
Support hours: 24/7
Response time: Typically a few hours; always within 24 hours.

AVIRA LLC
30 N Gould St Ste N
Sheridan, WY 82801
United States

We may update this policy at any time. Changes take effect when posted to usekinu.com. The policy in effect when you placed your order governs that order.