Return & Refund Policy
We want you to be happy with your order. Please review the following policy before purchasing.
Made-to-Order Products
Most products sold by KitsuMachi are made specifically for you after your order is placed. Because these products are made to order, we generally cannot accept returns or exchanges for choosing the wrong size or color, ordering the wrong product or variant, change of mind, buyer's remorse, preference for another style, or minor variations inherent to the printing or manufacturing process. Please review product descriptions, measurements, size charts, colors, and order details carefully before purchasing.
Damaged, Defective, or Incorrect Products
If your product arrives damaged, defective, misprinted, or materially different from what you ordered, please contact us within 30 days of delivery. Eligible issues may receive a replacement at no additional charge or a refund when appropriate. See our Damaged Product & Replacement Policy for claim requirements.
Order Cancellations
Because orders may enter production shortly after being placed, cancellations are not guaranteed. If you need to cancel an order, contact otakuinkchan@gmail.com immediately. If production has not started, we will attempt to cancel the order. Once production has begun, the order generally cannot be canceled.
Exchanges
We generally do not offer exchanges for correctly produced products. If you need a different size, color, or style, a new order will normally need to be placed. Please consult the applicable size chart before ordering apparel.
Refund Processing
If a refund is approved, it will be issued to the original payment method whenever possible. Processing times after a refund is issued depend on your bank, card issuer, payment processor, or financial institution. Original shipping charges are generally non-refundable unless the refund results from an error for which KitsuMachi is responsible.
Sale & Promotional Items
Unless otherwise required by law or expressly stated in a promotion, sale and promotional products are subject to the same made-to-order return policy.
Your Legal Rights
Nothing in this policy limits any rights or remedies available to you under applicable consumer protection law.
Contact Us
For return or refund questions, contact otakuinkchan@gmail.com. Please include your order number and a description of the issue.
KitsuMachi · Support: otakuinkchan@gmail.com