At Kawaii Wish, we take customer satisfaction very seriously. Please be assured that we take extra care to ensure that all our customers receive their items on time, and we will do our best to ensure that your order reaches your address promptly. Please understand that while we take every effort to minimize delays, sometimes factors beyond our control (i.e., peak seasons, delivery strikes) may affect delivery times.

All our customers are protected by our buyer protection and refund policy (“Refund Policy“) when you make a purchase through us. If you do not receive your item 45 days from the order date (“Our 45 Delivery Guarantee”), please let us know and we will make a full refund for your purchase.

In making a purchase through our store, you agree to the refund policy as set out below. Please also read our Shipping Policy carefully as shipping times around the world may vary depending on your country and state.

Refunds for Non-Delivery of Times

All items not delivered 45 days from the order date are eligible for automatic refund, subject to Clause 1.2 below. If you have not received your refund after 45 days, please contact us for a refund.

1.1. We will issue you a full refund if:

(a) You have not received your item 45 days after the order date, and

(b) The tracking shows that the package has not been delivered to your address for any reason except for wrong or incomplete address or no such number as indicated on the delivery tracking.

1.2 If your item cannot be delivered due to a wrong or incomplete / missing address (e.g., you did not provide us with your unit number for your apartment complex) or if you did not pick up your item from the collection point, the delivery courier may discard your package and you will not be eligible for any refund for non-delivery of your items under this Refund Policy. You must ensure that the address provided to us is full, accurate and complete to be eligible for protection under our Refund Policy.

Refunds for Item Not as Described

2.1 In very rare instances when your item arrives not as described, our customer support team will require further evidence to initiate a refund to you. This includes photos, pictures, screenshots, product descriptions and other material that we can use to verify that the item has arrived damaged or is significantly not as described. You must notify us of any product defects within 7 days on receipt of your item (i.e., within 7 days from the date of delivery based on the tracking information).

2.2 Our customer service team may make one of the following decisions:

(a) We will send a replacement for your order if your item is substantially damaged or unusable; or

(b) We will send a replacement part to remedy any part that is defective (e.g., if you received one broken space bar, we will send a replacement space bar)

(c) Issue a full or partial refund if doing so would be the most appropriate remedy in the circumstances.

Please note that we take an objective view when evaluating customer complaints, and our customer evaluation teams reserve the right to make a final decision on the refund amount in accordance with clause 2.2 of this Refund Policy.

Returns

2.3 In the event that you disagree with our decision under Clause 2.2 of our Refund Policy and wish to return your item for a full refund, you agree to ship your item(s) back to our Singapore office at your own expense to:

Kawaii Wish

160 Robinson Road,

SBF Center, #10-10

Singapore 068914

The shipping fees shall be bourn wholly by you and you must provide tracking for us to track the return package. Our team will issue a full refund upon receipt of the item at our office. You must initiate a return within 14 days from the date of receipt (i.e., the date when the tracking is marked ‘delivered’) to be eligible for a refund.

Warranty Period

2.4 You may return your item to our Singapore office for any reason within 14 days from the date of receipt (i.e., the date when the tracking is marked as ‘delivered’) for a full refund. If your item arrived damaged, we will remedy any damaged parts by sending in a replacement part for free at no additional cost to you, provided that you notify us immediately within 14 days from the date of receipt.

Limitations on Liability

2.5 In making a purchase from us, you agree, to the greatest extent permitted by law, that our total liability to you under any circumstances, including but not limited to product use in any form or manner, shall not exceed the amount paid (inclusive of shipping) for your item. You hereby waive your rights to make any liability claims exceeding the amount paid for the product (inclusive for shipping).

Refunds for Order Cancellations

2.6 Refunds for order cancellations will incur an order cancellation fee which is equivalent to the card fees or PayPal fees charged by these card networks for processing your order. If you wish to cancel your order after payment has been made, we will issue a refund minus the cancellation fee to cover the card network fees which are non-refundable to us. Please note that it is not possible to cancel your order once it has been shipped out from our processing facility or recall your order from the logistics network once it has been dispatched overseas.

Our full Terms & Conditions are available here.