Return Window
You have 14 days from the delivery date (as confirmed by carrier tracking) to request a return or exchange.
Requests submitted after this 14-day window may not be eligible for processing. We encourage you to inspect your item promptly upon arrival.
Return Eligibility
Standard Items
For eligible returns, items must be:
- Unused and in original condition
- Unmodified with no alterations or assembly
- In original packaging with all tags, labels, and accessories included
Custom or Made-to-Order Items
Important: Because Kainamo specializes in custom-printed and made-to-order products created specifically for each customer, these items are generally not eligible for return or exchange.
Exceptions apply if the item:
- Arrives damaged during shipping
- Has a manufacturing defect
- Is incorrect (wrong item, size, or design from what was ordered)
If any of these issues occur, we will work with you to make it right through replacement or refund.
How to Request a Return
To initiate a return, please follow these steps:
1. Contact Support
Email [email protected] within 14 days of delivery with:
- Your order number
- Reason for the return request
- Photos of the item (if claiming damage, defect, or incorrect item)
2. Await Review
Our team will review your request and determine eligibility based on this policy.
3. Receive Instructions
If your return is approved, we’ll provide detailed return shipping instructions and a return authorization.
4. Ship the Item
Pack the item securely in its original packaging and ship according to our instructions.
5. Inspection & Resolution
Once we receive and inspect the returned item, we’ll confirm your refund or exchange status. You’ll receive an email notification of the outcome.
Processing time: Refunds are typically processed within 5–10 business days after inspection. Please allow additional time for your financial institution to post the credit to your account.
Return Shipping Costs
Customer responsibility:
If you’re returning an item due to a change of mind or for reasons other than damage, defect, or our error, you are responsible for return shipping costs.
Kainamo’s responsibility:
If the return is due to our mistake, a product defect, damage during shipping, or an incorrect item, we will cover the return shipping costs or provide a prepaid return label.
Non-Returnable Items
The following are not eligible for return:
- Custom-designed or personalized items (unless defective, damaged, or incorrect)
- Digital products (STL files or downloadable content)
- Items returned after the 14-day window
- Items showing signs of use, modification, or wear
Exchanges
If you’d like to exchange an eligible item for a different size, color, or variation, please indicate this in your return request. Exchanges are subject to product availability and the same eligibility criteria as returns.
Questions or Issues?
If you have concerns about your order or need assistance with a return, our support team is here to help:
Email: [email protected]
Response time: We aim to respond to all inquiries within 1–2 business days
We’re committed to ensuring you’re satisfied with your Kainamo purchase and will work with you to resolve any issues fairly and promptly.