Returns & Refunds FAQs – Kiwibit

This article answers common questions related to returns, cancellations, and refunds for orders placed through our official store.

Note: If you placed your order through another platform (e.g., Amazon), please refer to that platform's specific return and refund policies.

What is your return policy?

You can return your product within 30 days of delivery. The return window begins on the date the tracking number shows the package as "Delivered."

To be eligible for a return, items must be unused, in their original packaging, and include all original accessories, documentation, and promotional materials.

How do I start a return?

Please contact our support team to obtain a Return Confirmation before sending any items back. We do not accept unauthorized returns or package refusals, and we cannot guarantee refunds for items sent back without prior approval.

Please reach out with the following information:

Order number
Name and email used to place the order
Product(s) you'd like to return
Reason for return

*Note: For quality issues, physical damage, missing parts, wrong item shipments, or severe device functionality issues, clear photo or video evidence is strictly required to initiate your review.

What if I received an incorrect item?

If you received an incorrect product completely different from your original order invoice, please contact our support team within 7 days of delivery with clear photos of the package and item received. Once verified, Kiwibit will fully cover all logistics expenses to exchange the product and dispatch your correct item immediately.

Who pays for return shipping?

Quality/Product Issues: If the return is due to a product defect, transit damage, or an operational error on our part, Kiwibit will cover the shipping costs and provide a prepaid return label.
Personal Reasons: If you are returning an item for personal reasons (e.g., bought by mistake, changed your mind, no longer needed, or didn't meet expectations), you are responsible for all return shipping costs. Kiwibit does not provide return labels for personal returns; you must choose your own shipping provider and provide a valid tracking number to our support team. Original shipping fees (if any) are non-refundable. If you believe your inquiry does not fit this description, please ask for a human agent to step in.

Can I cancel my order or change my shipping address?

Cancellations and address updates can only be attempted before the warehouse begins processing your order. Because our automated fulfillment system works quickly to pack and ship orders, we cannot guarantee modifications or cancellations.

Once an order has entered processing or has been dispatched, no changes can be made. If a package is misdelivered, returned to our warehouse, or lost due to an incorrect or incomplete address provided by the customer, the customer will be responsible for any associated re-shipping or forwarding fees.

What happens if I refuse delivery?

Package refusal does not guarantee an immediate or automatic refund. Refused shipments will need to be returned to our fulfillment facility, processed, and checked for internal status before a refund can be approved and executed.

How are refunds processed?

Once our warehouse receives and inspects your returned item to confirm its condition, we will send you a confirmation email. Approved refunds will be calculated based on the actual amount paid at checkout (discounts, gift cards, or promo values will not be converted back to cash value) and issued back to your original payment method.

How long does it take to receive a refund?

Refunds are processed within 7 business days from the day we confirm receipt of your return at our warehouse. Please note that your bank or credit card company may require additional processing time to post the refund to your account statement.

What items can't be returned?

We are unable to accept returns or process refunds for:

Products purchased from non-authorized secondary channels, auction sites, or third-party retail channels (this return policy strictly applies to direct orders made on kiwibit.com).
Used items, products with missing non-essential sections, or items missing their original product boxes.
Free promotional gifts or giveaway items.
Items where a claim or return query was submitted more than 30 days after the delivery scan date.

Have Questions or Need Help?

If you need any further assistance or run into any issues, our support team is here to help:

Phone Support: Need help right away? Call us at +1 (888) 831-8803 (Monday to Friday, 10 AM – 6 PM PT).
Email or In-App Support: Have questions or need assistance? You can email us directly at support@kiwibit.com, or open the app and go to Account > Request Help to send us a message.
Live Chat or Leave a Message: Click or tap the chat button at the bottom-right corner of this page. You can chat with us live when we're online, or leave a message if we're away — we'll get back to you as soon as possible.