How Refunds Work
Approved Refunds
Once your return request has been reviewed and approved:
- Refund issued: Immediately upon approval
- Payment method: Refunded to your original payment method (credit card, PayPal, etc.)
- Processing time: Refunds typically appear in your account within 5–10 business days
Please note that the exact timing depends on your bank or credit card company’s processing schedule. If you haven’t received your refund after 10 business days, please check with your financial institution first, then contact us at [email protected] if needed.
Non-Refundable Items
The following items and services are not eligible for refunds under any circumstances:
- Digital downloads – Including STL files, 3D models, and other downloadable content
- Design services – Custom modeling, 3D scanning, design consultations, and similar services
- Custom or personalized prints – Items created to your specific requirements or with personalized elements
- Items damaged by misuse or modification – Products altered, assembled incorrectly, or damaged after delivery due to customer actions
These items are excluded because they involve intellectual property, labor, or customization that cannot be restocked or resold.
Partial Refunds
In certain situations, a partial refund may be issued at Kainamo’s discretion:
- Items returned with signs of use or wear
- Products with missing components or incomplete packaging
- Items that do not meet the full return eligibility criteria but show evidence of a valid concern
The partial refund amount will be determined based on the condition of the item and the nature of the issue. We will notify you of any partial refund decision before processing.
Order Cancellations
Before Production Begins
You may cancel your order and receive a full refund if:
- The item has not yet entered production
- The vendor has not started working on your custom order
To request a cancellation, contact [email protected] immediately with your order number.
After Production Begins
Once an item has entered production:
- Cancellations are not permitted
- Refunds will not be issued except in cases of defect, damage, or error on our part
- Exceptions may be made if the designer/seller agrees to cancel, but this is at their sole discretion
Because our products are made-to-order, materials and labor are committed once production starts. We encourage you to review your order carefully before finalizing your purchase.
Refund for Issues
If your item arrives damaged, defective, or incorrect, you are entitled to a full refund or replacement. Please see our Return Policy for the process to report these issues.
Questions About Your Refund?
If you have questions about refund eligibility or status, please contact us:
Email: [email protected]
Response time: 1–2 business days
We’re committed to handling all refund requests fairly and transparently.