Refund policy

We want every Kinu ritual to feel right. If you are not satisfied with your order, please contact our customer care team at care@kinu-tokyo.com within 14 days of receiving your order, including your order number and the reason for your request.

Eligibility

• For hygiene reasons, items must be unopened, unused and in their original packaging and seal.
• Items that arrive damaged or incorrect are always eligible. Please share a photo of the item and packaging when you contact us.
• Gift cards and items purchased on final sale are not eligible for return.

How returns work

1. Email us at care@kinu-tokyo.com with your order number.
2. Our team will confirm whether your item is eligible and share return instructions.
3. Items sent back without first contacting us cannot be accepted.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or card issuer.

If your order arrived damaged or incorrect, we will cover the cost of the return and send a replacement or issue a full refund.

Exchanges

If you would like a different item, please contact us and we will be happy to assist.