Refund 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 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 at support@kikuchitoys.com.
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;
or as the 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, videos, or details during the review process.
Please do not open, tear, or remove the sealed protective packaging around the product before contacting us. Opened or unsealed products cannot be returned or exchanged for hygiene and safety reasons.
Minor Issues That May Not Qualify
Minor cosmetic marks, slight packaging damage, or outer packaging deformation caused by shipping or last-mile handling may not qualify as a defective item, as long as the product itself is correct, sealed, unused, and functional.
If the product itself arrives damaged, defective, incorrect, or unusable, please contact us within 7 days of delivery so we can review the case.
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, size, 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 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, tearing, or removing the sealed protective 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 may offer a replacement, store credit, refund, or another appropriate solution depending on the situation.
If a return is required, we will provide return instructions by email. Please do not send any item back to us unless we have confirmed the return instructions in writing. Items sent back without prior approval may not be accepted.
If the issue was caused by our confirmed error, we will cover the return shipping cost when a return is required.
Non-Returnable Items
For hygiene and safety reasons, we do not accept returns or exchanges for:
opened products;
used products;
washed products;
products with torn, removed, opened, or damaged sealed protective 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;
products with only minor outer packaging damage, as long as the product itself is correct, sealed, unused, and functional;
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.
European Union 14-Day Cooling-Off Period
If your non-customized order is shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.
However, this right may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery.
Because Kikuchi Toys products are intimate personal-use items, opened or unsealed products cannot be returned or exchanged for hygiene and safety reasons.
To be eligible for return under the EU cooling-off period, the item must remain unopened, unused, unwashed, and in its original sealed protective packaging. You will also need the receipt or proof of purchase.
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, taxes, 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 return, exchange, or refund questions, please contact us at: