Return and Exchange Policy
Our fulfillment process is 100% automated, so as soon as you place an order on our website, a shipping request is sent to our fulfillment center and your package is placed in queue to ship. Because of this, we are unable to offer cancellations after an order is placed. If you need to cancel an order, please wait until you receive your item and then email us for a return and refund.
Please contact us here if you have any other questions and we will respond within 2 working days
Returns of Product
Our policy lasts sixty (60) days from date of purchase. If sixty (60) days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Please note that we will not accept
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 60 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Incorrect Items, Damaged Merchandise, etc..
Please let us know within 3 days of receiving your item if there is a problem with your shipment – i.e. wrong size shipped by mistake or the item is damaged. Please simply email us at [email protected] If you suspect the damage is from shipment, please hold onto the box and shipping materials, as for insurance claims with our carrier, we may have to provide specific detailed photographs of the damage.
Exchanges (if applicable)
We only replace items if they are defective, false products or damaged. If you need to exchange it for the same item, send us an email at [email protected]
Sale items (if applicable)
We do not refund for sale items, but in certain situations we may consider to do a refund .
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Late or missing refunds
If you haven’t received a refund yet,
- First check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Lost or Missing Shipments
Kotuwamart.com is not responsible for lost of stolen packages. We will do everything we can to help recover a package, but unfortunately stolen packages are happening more and more often, due to the prevalence of online retail. If a package (tracing information) has been noted as delivered, we are unable to file an insurance claim through postal services, as this is “proof of delivery.” If you receive notice that your package has been delivered, Delivery services do not take responsibility for deliveries once they are delivered to the address noted.