Refund policy

RETURN & REFUND POLICY

Last Updated: August 2026

Please read this Return & Refund Policy carefully before placing an order with Kiyako.

By purchasing from Kiyako, you acknowledge that you have reviewed and accepted this policy, subject always to any consumer rights that cannot legally be excluded.

1. RETURN PERIOD

If you change your mind about your purchase, you must contact us within 14 days of receiving your order to request a return.

You must contact us before sending any product back.

A return sent without first contacting us may be delayed or refused where permitted by law.

To request a return, email:

helpkiyako@outlook.com

Please include:

Your full name
Order number
Email address used for the order
Product you wish to return
Reason for the return
Photographs of the product and packaging where requested

2. WIG HYGIENE & RETURN CONDITION

For hygiene reasons, wigs must be handled extremely carefully if you intend to return them.

To qualify for a change-of-mind return, the wig must be:

Unworn
Unused
Unwashed
Uncut
Unaltered
Unstyled
Free from makeup
Free from hair products
Free from perfume or other fragrances
Free from smoke or other odours
Free from damage
Free from signs of wear
Returned with all original packaging, accessories and labels
Returned with any applicable hygiene seal or protective packaging intact

Where permitted by applicable law, wigs supplied in sealed packaging for hygiene purposes will not be eligible for a change-of-mind return once the hygiene seal has been broken or removed.

Trying on, wearing, cutting, washing, colouring, bleaching, plucking, styling, applying heat, applying products, altering the lace, altering the hairline or otherwise modifying a wig may make it ineligible for return.

Please inspect your wig before removing any hygiene seal or making any alterations.

3. LACE WIGS

If your wig contains lace, do not cut, trim, tint, bleach, pluck, glue, spray, melt or otherwise alter the lace if you intend to request a return.

A wig with altered, cut or damaged lace will generally be treated as used or modified and will not qualify for a change-of-mind return.

4. RETURN INSPECTION

All returned products are inspected before a refund is approved.

Receiving a returned parcel does not automatically mean that the return has been approved.

We may inspect:

The wig
Lace
Hairline
Cap
Packaging
Labels
Hygiene seals
Accessories
Odour
Signs of wear
Product residue
Styling or heat damage
Alterations

If the item does not meet the return requirements, the return may be rejected where permitted by applicable law.

5. NON-RETURNABLE ITEMS

Subject to applicable consumer law, we may refuse change-of-mind returns for:

Wigs that have been worn
Wigs that have been used
Wigs with broken or removed hygiene seals where the applicable hygiene exception applies
Wigs that have been washed
Wigs that have been coloured or bleached
Wigs that have been cut
Wigs that have been styled or heat-treated
Wigs with cut or altered lace
Wigs that have been plucked
Wigs containing glue, makeup, spray or product residue
Products with perfume, smoke or other odours
Products damaged after delivery
Products missing original packaging or components
Products showing signs of use or alteration
Products returned outside the applicable return period
Certain final-sale or clearance products where legally permitted

This does not affect your legal rights where a product is faulty, damaged, misdescribed or otherwise covered by mandatory consumer protection law.

6. SALE & DISCOUNTED ITEMS

Products purchased during a promotion or using a discount code are not automatically excluded from your statutory consumer rights.

However, products clearly identified as Final Sale or otherwise non-returnable may not qualify for a change-of-mind return where permitted by applicable law.

Faulty or incorrectly supplied products will be handled in accordance with applicable consumer law regardless of promotional pricing.

7. PRODUCT APPEARANCE & COLOUR

We make reasonable efforts to display our wigs accurately.

However, slight differences may occur due to:

Screen brightness
Monitor settings
Phone display settings
Lighting
Photography
Hair placement
Styling
Manufacturing tolerances

Minor differences in how a colour appears on a screen compared with the physical product do not necessarily mean the product is defective.

Natural movement or positioning of fibres may also cause a wig to appear slightly different after packaging and transportation.

8. FAULTY, DAMAGED OR INCORRECT ITEMS

If you believe you have received a faulty, damaged or incorrect item, contact:

helpkiyako@outlook.com

as soon as reasonably possible after discovering the problem.

Please include:

Your order number
Clear photographs of the product
Clear photographs of the packaging
A description of the issue
Photographs of the shipping label where relevant
Video evidence where reasonably requested and relevant to the issue

Do not wear, cut, wash, style, colour, bleach, pluck or otherwise alter the wig after discovering a suspected fault.

Altering the product may make it more difficult to verify the condition in which it was received.

Nothing in this policy limits rights that cannot legally be excluded.

9. RETURN SHIPPING

Unless the product is faulty, incorrect, or applicable law requires otherwise, the customer is responsible for the cost of returning the product.

Original shipping charges are generally non-refundable where permitted by applicable law, except where a refund of those charges is legally required.

Optional shipping upgrades, shipping insurance and other additional delivery services may also be non-refundable once used or activated, subject to applicable law.

We strongly recommend using a tracked and insured return service.

The customer is responsible for ensuring that the returned parcel reaches us.

Kiyako cannot process a return that we have not received unless the customer provides acceptable evidence establishing the return as required by applicable law.

10. RETURN TRACKING

Customers should retain:

Return postage receipt
Tracking number
Proof of postage
Courier confirmation
Delivery confirmation

until the return has been fully processed.

If a return parcel is lost before reaching us, you may need to make a claim directly with the courier used to return the parcel.

11. RETURN ADDRESS

Do not send your order back to the address shown on the original shipping parcel unless we specifically instruct you to do so.

You must contact:

helpkiyako@outlook.com

to receive the appropriate return instructions.

Products returned to an incorrect address may be delayed, lost or unable to be processed.

12. REFUNDS

Once an eligible return has been received and inspected, we will notify you regarding the outcome of your return.

Approved refunds will normally be issued to the original payment method.

We do not normally issue refunds to a different:

Bank account
Card
PayPal account
Payment method
Person

unless required or permitted through the original payment provider.

Bank and card processing times after a refund is issued are outside Kiyako's control.

13. REFUND DEDUCTIONS

Where permitted by applicable law, deductions may be made from a refund where the customer's handling of the product has reduced its value beyond what is reasonably necessary to inspect it.

We will not invent arbitrary deductions.

Any deduction will be based on the condition of the returned product and applicable consumer law.

14. REFUNDS WITHOUT A RETURN

Unless required by law or expressly approved by Kiyako, we will not issue a refund without the product being returned.

Sending photographs of a product does not automatically entitle a customer to keep the product and receive a full refund.

Where a return is required, refund processing may be withheld until the product is received or acceptable proof of return is provided, subject to applicable law.

15. REFUSED OR UNCLAIMED DELIVERIES

Refusing delivery is not the same as completing an approved return.

If a customer refuses delivery, fails to collect a parcel or allows a parcel to be returned to sender, the order will be handled in accordance with this Return & Refund Policy and our Shipping Policy.

Where legally permitted, costs incurred as a result of an unauthorised refusal or failed delivery may be deducted from any refund otherwise due.

16. ORDER CANCELLATIONS

If you wish to cancel an order, contact us immediately.

Orders are processed quickly and a cancellation request does not guarantee that the order can be stopped before dispatch.

If an order has already been shipped, the applicable return procedure must normally be followed.

Nothing in this section removes any cancellation rights provided by applicable consumer law.

17. LOST PARCELS

A parcel that is delayed is not automatically considered lost.

If tracking shows that an order is still in transit, customers should allow the courier reasonable time to complete delivery or conclude its investigation.

Where a parcel is genuinely confirmed as lost in transit, we will review the matter in accordance with our Shipping Policy and applicable consumer law.

18. DELIVERED ORDERS

If courier tracking confirms that an order has been delivered, this delivery information may be used when investigating any claim that the order was not received.

Customers should immediately check:

Their delivery location
Household members
Neighbours
Reception or concierge
Building management
Safe places
Courier delivery photographs

and contact the courier where appropriate.

Please also contact Kiyako promptly if you believe a delivered parcel cannot be located.

19. PAYMENT DISPUTES & CHARGEBACKS

If you experience a genuine problem with your order, please contact:

helpkiyako@outlook.com

so that we can investigate and attempt to resolve the issue.

Initiating a payment dispute or chargeback does not automatically establish that a refund is owed.

Where a payment dispute is opened, Kiyako reserves the right to provide the payment provider, card issuer or bank with relevant evidence concerning the transaction, including where applicable:

Order confirmation
Customer details
Billing information
Shipping information
Tracking information
Delivery confirmation
Signature confirmation
Courier records
Delivery photographs
Fraud analysis information
Customer communications
Return requests
Refund records
Product information
Website policies
Evidence showing the policies presented at the time of purchase
Evidence concerning the condition or return of the product

If a refund has already been issued, evidence of that refund may also be provided to the payment provider.

Nothing in this policy prevents a customer from exercising any lawful rights available through their payment provider.

However, Kiyako may contest disputes that we reasonably believe are inconsistent with the transaction records, delivery evidence, return status or applicable terms.

20. FRAUDULENT CLAIMS

We reserve the right to investigate suspected fraudulent activity.

Examples may include deliberately false claims concerning:

Non-delivery
Product condition
Returns
Duplicate transactions
Unauthorized transactions
Missing products

where available records materially contradict the claim.

Relevant records may be provided to payment processors, financial institutions, couriers or other appropriate parties where lawfully permitted.

21. THIRD-PARTY PURCHASES

Kiyako can only process refunds for products purchased directly through our authorised Kiyako sales channels.

If a product was purchased from another retailer, marketplace, reseller or third party, the customer must contact that seller directly regarding their return.

22. EXCHANGES

Unless expressly offered by Kiyako, we do not guarantee direct exchanges.

Where appropriate, customers may be required to return an eligible product for a refund and place a new order separately.

23. CUSTOMER RESPONSIBILITY

Before completing a purchase, customers are responsible for checking:

Product description
Wig length
Colour
Style
Cap information
Product photographs
Price
Quantity
Shipping address
Applicable policies

Please contact us before ordering if you need clarification about a product.

24. POLICY ABUSE

Kiyako reserves the right, where legally permitted, to restrict future purchases from customers who repeatedly engage in fraudulent activity, abusive return behaviour or misuse of our policies.

This does not affect rights relating to legitimate existing orders.

25. STATUTORY RIGHTS

Nothing contained in this Return & Refund Policy is intended to remove, restrict or override consumer rights that cannot legally be excluded.

If any provision of this policy conflicts with mandatory consumer law applicable to a particular transaction, the mandatory legal requirement will apply.