Return & Refund Policy

Thank you for choosing Kismile. Please read this Return & Refund Policy before submitting a request.

This policy applies to purchases made directly through our official website. For purchases made through third-party marketplaces, such as Amazon or eBay, please contact the marketplace directly and follow its return policy.

1. Return Period

You may request a return within 30 calendar days of receiving your order. Nothing in this policy limits any rights you may have under applicable law.

2. Contact Us Before Returning

All returns must be authorized by our customer support team before an item is sent back.

To start a return request, email support@kismile.com and include:

  • Your order number
  • The reason for your request
  • Photos or videos, if the item is damaged, defective, or not working properly

We typically respond within 1–2 business days. If your return is approved, we’ll provide return instructions and a return authorization (RMA), if applicable. Items sent back without prior authorization may not be accepted or refunded.

3. Return Eligibility

To be eligible for a return:

  • The product must be in its original condition and include all accessories.
  • The product must not show signs of misuse, modification, or physical damage.
  • Installed appliances must be safely uninstalled before return.

Products with missing parts, damage caused by improper installation, or unauthorized modifications may not qualify for a full refund.

4. Items Generally Not Eligible for Return

The following situations are generally not eligible for a return, except where required by law:

  • Normal wear and tear
  • Damage caused by misuse, neglect, or installation that does not follow the instructions
  • Requests submitted after the 30-day return period

5. Defective, Damaged, or Delayed Shipments

If your product arrives defective, damaged, or with missing components, contact us at support@kismile.com within 30 days of delivery. We may offer a replacement, refund, or another appropriate resolution. We may ask for photos or videos to help us review your request.

If you purchased Xcotton Shipping Protection, you can submit a claim for eligible shipping issues, including damage, delivery delays, or suspected package loss. Open your order and select the Xcotton claims option in the order details to access the claims window. Claims are reviewed under the terms of your Shipping Protection plan.

6. Refunds

After we receive and inspect an authorized return, we’ll notify you whether the refund is approved. Approved refunds will be processed to your original payment method within 5–10 business days. The time it takes for the credit to appear depends on your bank or card issuer.

Shipping Protection claims are handled separately from product returns and refunds. Please submit eligible shipping claims through the Xcotton claims option in your order details.

7. Return Shipping

If a return is due to a product defect, damage, or an error on our part, we’ll cover the return shipping cost.

For other approved returns, you may be responsible for return shipping unless platform policy or applicable law requires otherwise. Please package the item carefully and retain the return tracking information. This return policy does not cover damage or loss that occurs while an item is being shipped back to us.