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Refund policy

KIBAKO Refund, Return & After-Sales Service Policy

Last Updated: May 20, 2026

Welcome to KIBAKO. To protect consumer rights and clarify the rules related to cross-border shopping, please read this Refund, Return & After-Sales Service Policy carefully before placing an order.

By submitting an order, you acknowledge that you have read and agreed to the contents of this policy.

As KIBAKO primarily sells products shipped directly from Japan, international shipping, customs clearance, product characteristics, hygiene standards, and other related factors may affect return and refund eligibility.

1. Scope of Application

This policy applies to all products purchased through the KIBAKO website.

Food
Health supplements
Medicines
Cosmetics and skincare products
Colored contact lenses
Accessories
Adult products
Adult lingerie
Japan-exclusive products

2. Important Notice Regarding Cross-Border Shopping

KIBAKO currently does not accept returns or refunds for personal or subjective reasons.

Change of mind
No longer wanted
Ordered by mistake
Personal preference changes
Product not meeting expectations
Dissatisfaction with size, color, scent, taste, texture, or wearing experience

Please carefully review all product information before placing your order.

3. Situations Eligible for Refund, Replacement, or Reshipment

3.1 Incorrect Item Received

The product received is clearly different from the order placed.

3.2 Severe Damage During Shipping

The product was severely damaged during transportation and cannot be used properly.

3.3 Missing or Incomplete Items

The quantity of items received does not match the order.

3.4 Confirmed Lost Package

The shipping carrier confirms that the package has been lost.

3.5 Serious Product Quality Issues

The product is confirmed by KIBAKO to have a significant quality defect.

3.6 Out of Stock, Discontinued, or Unavailable Products

Certain products may become unavailable due to manufacturer discontinuation, supply chain adjustments, inventory issues, logistics restrictions, pre-order shortages, or other uncontrollable circumstances.

Product replacement
Partial refund
Order cancellation
Store credit compensation

If a partial refund causes the remaining order amount to fall below the free shipping threshold, KIBAKO reserves the right to discuss additional shipping fees or order adjustments before processing.

4. Situations Not Eligible for Refunds or Returns

4.1 Opened or Used Products

Food
Health supplements
Medicines
Colored contact lenses
Adult products
Adult lingerie
Certain cosmetics and skincare products

4.2 Special Products

Near-expiration products
Discounted items
Clearance items
Limited edition products
Lucky bags
Defective items

5. Pre-Order Product Notice

Certain products may be sold as pre-order items, including selected colored contact lenses, Japan-exclusive products, collaboration items, seasonal products, and special products.

Out of stock in Japan
Manufacturer shipment delays
Official discontinuation
Quantity limitations
Inventory shortages
Supply termination

Once a pre-order product has entered the purchasing or shipping process, cancellations, refunds, or exchanges due to personal reasons are generally not accepted.

6. Refund Request Time Limit

Customers requesting after-sales support must contact customer service within 7 days after package delivery.

7. Contact Us

If you have any questions regarding this policy, please contact us through the customer service page on the KIBAKO website.

KIBAKO will make every effort to provide customers with reasonable, transparent, and efficient after-sales service.

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Refund policy

KIBAKO Refund, Return & After-Sales Service Policy