Returns & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To qualify for a refund:

• The item must be returned in its original, undamaged packaging
• The packaging must be properly sealed
• The product must arrive at our facility for inspection

Non-Refundable Situations

A refund will not be issued if:

• The order did not arrive due to an incorrect or incomplete shipping address provided by the customer
• The tracking status shows "Delivered" with valid carrier confirmation. If the package cannot be located, please contact the shipping carrier directly

• on sale items or gift cards.

Consumer Guarantees

If an item has a major defect or minor issue, you are entitled to a refund upon proof of the issue.

Unclaimed or Incorrect Address Returns

If an order is returned to us due to an incorrect address or because it was unclaimed, Kotoverse reserves the right to charge additional shipping costs for resending the package.

Return Shipping

Return shipping costs are the responsibility of the customer, unless:

• The product is defective
• The wrong item, color, or size was delivered
• The error was made by Kotoverse

Shipping delays caused by customs clearance are outside our control and do not qualify as a valid return reason. If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery. In these cases, we will cover the return shipping 

How to Request a Return

To submit a return request, please contact admin@kotoverse.online and include:

• Full name
• Order number
• Email address
• Reason for return or description of the defect (optional)
• Clear photo or video showing the issue, if applicable

*If Items sent back to us without first requesting a return will not be accepted. 

If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. 

You can always contact us for any return question at admin@kotoverse.online. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@kotoverse.online. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.