Refund & Return Policy
Due to the intimate nature of our products, Kikuchi® does not accept returns or exchanges once an order has been shipped, unless the item qualifies under the exceptions below or unless otherwise required by applicable law.
Please read the product description, size chart, and size guide carefully before placing your order. If you are unsure about which product or size to choose, please contact us before ordering.
Order Changes and Cancellations
If you change your mind before your order has shipped, please contact us as soon as possible.
We will do our best to help, but order changes or cancellations are not guaranteed once an order has been accepted, processed, packed, shipped, or once production has started.
For customized or made-to-order products, cancellations may not be possible once production has started.
Once an order has been shipped, it cannot be cancelled, returned, or exchanged unless it qualifies under the exceptions below.
Defective, Damaged, or Incorrect Items
Exceptions may apply only if the item arrives:
defective;
damaged;
in the wrong size due to our error;
wrong product.
If there is an issue with your order, please contact us within 7 days of delivery.
Please include:
your order number;
a clear description of the issue;
clear photos of the product, packaging, and shipping label if available;
an unboxing video if available.
We may request additional photos or videos during the review process.
Minor shipping-related issues may not qualify as defective items. This includes minor leakage from liquid products during transit, a loosened pump cap, slight residue on the bottle, cosmetic damage to outer packaging, or loosened protective plastic caused by shipping or last-mile handling, as long as the product itself remains usable and the item is not incorrect.
If a liquid product arrives severely broken, unusable, or missing a significant amount of contents, please contact us within 7 days of delivery. We will review the case based on the evidence provided.
Please do not open or tear the sealed plastic packaging around the product before contacting us. Opened products cannot be returned or exchanged for hygiene reasons.
Customized / Made-to-Order Products
Customized and made-to-order products are final sale once production has started. This includes products made in a selected color, firmness, or other custom option.
Each customized product is checked before shipping. Because it is produced specifically for the customer’s selected options, it cannot be returned or exchanged due to preference, change of mind, size selection, color selection, firmness selection, or shipping-related outer packaging condition.
If a customized product arrives as the wrong item or has a confirmed manufacturing defect, please contact us within 7 days of delivery before opening or tearing the sealed plastic packaging.
Review Process
After receiving your request, we will review the information provided and may ask for additional photos, videos, or details.
If the issue is confirmed, we will offer a replacement, store credit, or refund depending on the situation. If a return is required, we will provide return instructions and cover the return shipping cost when the issue was caused by our confirmed error.
Please do not send any item back to us unless we have confirmed the return instructions by email. Items sent back without prior approval may not be accepted.
Non-Returnable Items
For hygiene and safety reasons, we do not accept returns or exchanges for:
opened products;
used products;
products with torn, removed, or damaged sealed plastic packaging caused after delivery;
products damaged by misuse, improper cleaning, improper storage, or incompatible materials;
products ordered in the wrong size by the customer;
products returned without prior approval;
minor leakage, pump loosening, bottle residue, outer packaging damage, or loosened protective plastic caused by shipping or last-mile handling, as long as the product remains usable;
customized or made-to-order products once production has started, unless the item arrives as the wrong product or has a confirmed manufacturing defect.
Size Selection
Please check the size chart and Mr. Kikuchi’s Note on each product page carefully before ordering. If you are between two sizes or unsure where to start, we recommend choosing the more approachable option first.
For additional guidance, please read Mr. Kikuchi’s Size & Safety Guide or contact us before placing your order.
Refunds
Refunds are only issued after review and approval by Kikuchi Toys.
If a refund is approved, it will be processed back to the original payment method when possible. Processing time may vary depending on your bank, card issuer, or payment provider.
Shipping fees, customs fees, import duties, and other destination-related charges are non-refundable unless otherwise required by law or unless the issue was caused by our confirmed error.
Contact
For further questions, please contact: