Refund policy
KITSUMACHI RETURN & REFUND POLICY
Last Updated: October 1, 2026
Thank you for shopping with KitsuMachi, LLC ("KitsuMachi," "we," "us," or "our"). Many of our products are produced specifically for each customer after an order is placed. Because these items are made to order, our return and refund policy differs from that of a traditional retail store.
MADE-TO-ORDER PRODUCTS
Unless otherwise stated on a product page, KitsuMachi products are made to order. We generally do not accept returns, exchanges, or issue refunds for:
• Ordering the wrong size, color, style, or quantity;
• Buyer's remorse or a change of mind;
• Providing an incorrect or incomplete shipping address;
• Minor variations in color, placement, or appearance that may naturally occur during printing or manufacturing and do not constitute a defect; or
• Other circumstances where the correct, non-defective product was produced and delivered as ordered.
Please carefully review product descriptions, size charts, selections, quantities, and shipping information before submitting your order.
DAMAGED, DEFECTIVE, MISPRINTED, OR INCORRECT ITEMS
If your item arrives damaged, materially defective, misprinted, or materially different from what you ordered due to an error by KitsuMachi or one of our fulfillment providers, please contact us within 30 days after delivery.
Include:
• Your order number;
• A description of the problem; and
• Clear photographs showing the item and the issue.
We may request additional photographs or information reasonably necessary to evaluate the claim.
If we determine that the item qualifies under this policy, KitsuMachi may, as appropriate, provide a replacement, refund, or other reasonable resolution at no additional product cost to you.
LOST OR UNDELIVERED ORDERS
If tracking information indicates that your order has not been delivered within the expected delivery period, please contact us as soon as reasonably possible.
Claims involving packages lost in transit should be submitted within 30 days after the estimated delivery date so that we can investigate the shipment with the applicable fulfillment provider or carrier.
If tracking shows an order as delivered but you cannot locate it, please first check the delivery location, household members, neighbors where appropriate, and the applicable carrier. Contact us if you still cannot locate the shipment, and we will review the circumstances and available tracking information.
KitsuMachi is not responsible for orders that cannot be delivered because the customer supplied an incorrect or incomplete address. If an order is returned to the fulfillment provider, additional shipping or production charges may apply before the order can be reshipped.
ORDER CANCELLATIONS AND CHANGES
Because orders may be submitted to production shortly after they are placed, we cannot guarantee that an order can be changed or canceled after checkout.
If you need to request a change or cancellation, contact us as soon as possible. If production has not started, we may be able to accommodate the request. Once production has begun, the order generally cannot be canceled or modified.
REFUNDS
Approved refunds will generally be issued to the original payment method. Processing times after a refund is issued depend on the customer's bank or payment provider.
Shipping charges are generally non-refundable unless the refund results from an error attributable to KitsuMachi or its fulfillment provider, or otherwise required by applicable law.
UNAUTHORIZED RETURNS
Please do not mail products to KitsuMachi, a manufacturer, or a fulfillment provider unless we specifically instruct you to do so. Sending an item back without authorization does not guarantee a refund or replacement.
FAIR USE AND ABUSE
KitsuMachi reserves the right to review claims for suspected fraud, abuse, manipulation, or repeated misuse of this policy. Nothing in this provision limits rights or remedies that cannot lawfully be limited.
YOUR LEGAL RIGHTS
This policy does not exclude, restrict, or waive any consumer rights or remedies that cannot be excluded or limited under applicable law. If applicable law provides you with rights that are more favorable than this policy, those legal rights will apply.
CONTACT US
Questions or problems with an order should be submitted through the contact information provided on our website. Please include your order number when contacting us about an existing purchase.
KitsuMachi, LLC
Tennessee, United States
Website: kitsumachi.com