Returns & Exchanges
What is Kibasho’s return policy?
We understand that plans change, and that you may change your mind on the finish of a faucet, or an item just doesn't work out as expected. That is why we offer a no hassle 30-day return policy, so you can have peace of mind when shopping with us.
We're an online business, so our customers can't necessarily touch and feel a product before they buy. We do our best to provide you with the information to pick the right product for you, though sometimes the color you thought you liked online isn't quite what you thought it would be when you receive it. With our 30-day return policy you have no reason to worry. We do not however, accept returns for items that have been installed/used.
How do I request a return?
Simply email firstname.lastname@example.org or call our customer service team at 1-424-262-3697 with your order number and the specific items you want to return. Our team will provide you with a Return Goods Authorization (RGA) and return label so you can mail the item back.
For large items delivered through our curbside delivery service, inspect the items upon delivery and reject delivery for any damaged items.
Please hold on to any items that are undamaged. If you learn of damage after you've accepted delivery of a large item, call our customer service team at 1-424-262-3697 and they will help you with return options.
Are there any Restocking Fees?
For the most part, NO. We've eliminated most restocking fees to make returns as simple and convenient as possible. However, we do reserve the right to charge up to a 25% restocking fee depending on the situation and condition of the returned item.
How do I send items back?
When you request a return our team will email you a return label to ship items back. We ask that you return items in original condition, inside the original manufacturers packaging. If the original shipping materials (the box and packaging) are in good condition, feel free to use them for your return. Write your Return Authorization Number on the shipping label to help us identify your package when it arrives at our warehouse.
Are there any exceptions?
- Items that are assembled or modified in any way unless installed and found defective
- Items listed as "Non-Returnable" or "Final Sale"
- Hygiene products like toilet seats and cleansing seats that have been installed (we hope you can understand why we're including this point).
When will I get my refund?
Once we receive your return in our warehouse, we will issue a refund less shipping fees if we have paid for return shipping. You can expect your refund in 1 to 2 business days after being received and inspected at our warehouse, but, remember, it can take up to 30 days to appear on your statement.
Do I have to pay for return shipping?
We ship and deliver most of our items for free, and have eliminated most restocking fees, so for general returns we do charge for return shipping.
For items that arrive damaged, we waive the return shipping fee and request that you send pictures of the damaged items so we can file a claim with the shipping carrier.