Return and Refund Policy
Last updated: 17 September 2025
1. Return
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at support@kirbybuys.com. Please note that you will have to pay for the return shipping.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return to warehouse may take up to 3 months and KirbyBuys will not be responsible for any damaged, loss, stolen or delayed return shipping.
You can always contact us via live chat, contact form or email for any return question at support@kirbybuys.com.
2. Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To initiate return or refund, you would have to provide us photo, documentation, email, and/or videos to show damages.
We can make refund, resend or accept return for the following cases:
1. Delayed Order
Orders without tracking information, in transit, pending, expired after certain number of days from date of order despatched from warehouse are considered delayed. For order shipped to USA, it is after 45 days, for Brazil it is after 110 days, for China it is after 100 days.
Sometimes, the order may have arrived at your nearest local post office and may be pending for delivery due to inaccurate, wrong, or unclear delivery address and may be more feasible for you to contact your local post office or collect the package from your local post office.
2. Order not received
We will not handle return and refund if the tracking information shows the order is delivered. If the customer did not receive the package, an original non-delivery certification issued by the local post office must be produced and provide to us.
The local distributor will attempt delivery for 1- 3 times. if it is still unclaimed during the delivery period, it will be returned to the local post office for temporary keeping for 3-7 days. You may be expected to pick up the package yourself at the local post office.
In an event, you did not collect the package within the stipulated self-collection deadline, the package may be returned to our partner's warehouse. During this period, we do not take responsibility if the package is missing. In this situation, we will not refund when our partner's warehouse receives the returned package.
We are unable to offer refund or resend if you do not process the undelivered order or package destroyed by the local distributor.
3. Damaged Item(s)
We may offer refund or resend replacement if package arrives at your delivery address badly damaged that significantly affects the item(s) function and usability.
We may offer partial refund or partial replacement if package arrives at your delivery address is partially damaged that partially affects the quality, function, usability of the purchased item(s). We are unlikely to offer partial refund or partial replacement if the package box arrives at your delivery address that is worn, torn, wrinkled or with scratches. We appreciate that you understand this is a normal situation when the package is being handled by multiple distributors during shipping.
For fragile item(s), we are likely to offer refund instead of resending a replacement.
For electronic item(s), please ensure you initiate the return and refund process with us within 10 days from date of package delivered.
For all other item(s), please ensure you initiate the return and refund process with us within 5 days from date of package delivered.
4. Wrong or Missing Item(s)
We may offer refund or resend replacement if we deliver wrong item(s) or item(s) is/are missing in the package.
For wrong item(s), we offer full refund or resend a replacement.
For item(s) delivered with wrong colour, wrong size and do(es) not affect the function, usability, we may offer refund or resend replacement.
For item(s) delivered with missing part(s) and do(es) not affect the function, usability, we may offer partial refund or resend the missing part(s). In an event of missing part(s) that affect(s) the function, usability of the item(s), we may offer refund or resend the item(s).
For missing accessory(s) to the item(s), we may offer to resend the missing accessory(s).
Note: We appreciate that you understand there could be slight variation(s) in colour, size due to difference(s) in lighting, manual measurement of the actual item(s). If you believe the variation(s) is/are beyond general acceptance, affect(s) function, usability, please send us photo of the actual measurement of the item(s), we will investigate and may offer refund or resend replacement(s).
5. Order Cancelled
For order(s) cancelled by you before our partner's warehouse processes the order, we may offer full refund.
For print-on-demand order(s) cancelled by you, we are unable to offer any refund as the item(s) are customized by you.
3. Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Sale items or gift cards cannot be returned.
4. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
5. European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need to provide us with the receipt or proof of purchase.
You will have to pay for the return shipping. KirbyBuys will not be responsible for any damaged, loss, stolen or delay return shipping.
6. Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at support@kirbybuys.com.
7. Unacceptable Requests
We do not accept any unreasonable return or refund request(s) including and not limited to the following circumstances:
1. You do not like the purchased item(s)
2. You ordered the wrong item(s), colour, size, model, quantity etc
3. You provided wrong delivery address
4. Order(s) without tracking information
5. Tracking information deleted, removed by despatch agent(s) or local post office
Before purchase, if you are unsure of the item due to ambiguous descriptions, please reach out to us via live chat, contact form, email and we are happy to provide you more information. When in doubt, please do not purchase.
8. Force Majeure
We take no responsibility for any item damaged or delay in shipping caused by the act of god, including and not limited to epidemic situation, chaos, act of terrorism, war, strike, earthquake, flood, heavy snow, other forms of natural disaster, custom inspection. These are situations not within our control but we are happy to provide you update via email should such situation arises and we are notified accordingly by our partners.
9. Shipping and Destination Limits
Some shipping methods are not trackable when order(s) arrived at certain destinations. We are unable to accept any dispute for return and refund requests to these destinations:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Entrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Jamaica, Jordan, Kenya, Kyrgyzstan, Kirbati, Comoros, Saint Kitts, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Reunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, El Salvador, Eswatni, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
10. Changes to this Return and Refund Policy
We may update this Return and Refund Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Return and Refund Policy on this website, update the "Last updated" date and provide notice as required by applicable law.
11. Contact
Should you have any questions about our Return and Refund Policy, please live chat, leave us a message via contact form or email us at support@kirbybuys.com.