Return & Refund

14 Days easy Return/Exchange

    We have high quality control standard to make sure all the products we ship in perfect conditions. If you are not 100% satisfied with the items you received, we gladly accept the return&exchange within 14 days of receipt. Please make sure items in new condition. Note that overdue requests may not be accepted.

     

      What is your Return & Exchange Policy?

        1. You have 14 days to decide if an item is right for you, if not, you can certainly come to us within 14 days of receipt.
        2. Returns must be received in new condition; unused, unworn, unwashed. Items returned with obvious use, makeup, deodorant, perfume, or similar product stains will be subject to refusal.
        3. Any address on the parcel is not approved return address,and we don't accept the returned package without authorized return address from customer service representative. Our return warehouse is now in North America.
        4. Shipping charges in original order & discount by coupon are non-refundable.
        5. Please return through your local post office.
        6. Customer should take the return shipping cost. Exception is when we sent wrong or defective item. In this case, we cover shipping costs.
        7. For the returns, No signature required! Please do not add signature service otherwise we are highly likely not to receive it and this will delay your refund progress.

          How to return the order

            return process

              1. Contact service@kistania.com for return. 
              2. Our customer service will communicate with you in time within three business days, and approve your application. Please pay attention to the reply we sent every time.
              3. After application approved, you will get the Return Label. 
              4. Pack the items you want to return, and ship them back by any shipping company available, Post Office is recommended to avoid tax.
              5. This the most important step, please send us your return tracking number and shipping carrier by email. Without this info, we can't apply any refund for return.
              6. You can also track the package online, then you will know when the package delivered to us. 
              7. Once we have received the returned item(s), our customer service will apply the refund in 5 business days and will be made in the original method of payment.
              8. It normally takes 1-15 business days for the refund to appear on your bank account or credit card. Or 1-3 business days in PayPal (normally in 48 hours ), that depends on the original way you used.

              Note:
              1.    Kistania is not responsible for missing, damaged, or packages lost in return transit. You can contact shipping company for a claim.
              2.    Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-Kistania products. We can’t refund until you contact shipping company to return to correct address or return correct products.
               
               
              How to exchange the order?
               
              You can make a new order first, and when we get the return, we will apply  refund of the items you returned. 
               
              Can I have a full refund for the return?
               
              We will offer refund of the items you returned. The original shipping fee are non-refundable. Please note that the customer is responsible for the return shipping fee. We will not charge any restocking fee for return.
               
               Can I apply for refund if the products damaged by shipping?
               
              Yes, you can contact our customer service with pictures showing damage detail. If the damage is due to shipping, we will refund products cost in order not including discount as well as shipping cost.
               
              How can i get refund if the order shipped?
               
              We suggest you waiting for the order delivery. If you still want to refund, you can go return process above.

              For other scenario, you can contact us for inquiry.