You may return an item to us within 10 calendar days of receiving the goods. Please review our return policy, the procedure to follow, and note certain exceptions:
Unrestricted right of return
A return for a refund of the purchase price is possible if:
- the original packaging has not been opened
- the original packaging is intact
- the original label has not been removed
- the clothing and blankets show no signs of use
- the item was received less than 10 days ago
Right of return subject to conditions
Returns for a refund after individual inspection and the invoicing of a flat-rate processing fee are possible if:
- the original packaging is opened but completely intact
- the item is unused and shows no signs of use
- all accessories supplied have been returned
- the item was received less than 10 days ago
The individual inspection is carried out by us. We cannot guarantee that the item will be accepted. The flat-rate processing fee for this type of return is at least 10% of the purchase price (minimum amount CHF 5) and will be deducted from the refund. The possibility of return and the flat-rate amount deducted from the refund can only be determined once the inspection has met the required criteria.
No right of return
Unfortunately, returns and refunds are not possible in the following cases:
- products that cannot be returned in their original packaging
- products with missing accessories
- the original labels have been removed from clothing or blankets and/or if they show signs of use
Products that cannot be returned:
- food products
- used or vintage items
- promotional items or items on which a discount has been granted
- items ordered specifically for the customer (on order)
Other costs
Shipping costs are not refunded in the event of the return of a product or the entire order.
In the following cases, the return shipping costs are covered by KITATORI:
- Receipt of a different or unordered item (delivery error)
- Receipt of a defective item
- Receipt of an incomplete item
How do I return a product?
With a customer account:
1. In your order history in your customer account, select Request a return in Order details.
2. After confirmation, you can print the Return Form in the Returns section.
3. Proceed with the shipment
4. As soon as your product arrives at our premises, we will check it and proceed with a refund if necessary
Without a customer account:
1. Send us an email to info@kitatori.ch indicating the product(s) you wish to return, the reason for the return and the condition of the packaging.
2. Once your return has been approved, you can print the confirmation email.
3. Proceed with the shipment
4. As soon as we receive your product, we will check it and process any refunds.