Refund policy

Last Updated: October 3, 2026

At Kumi, we partner directly with international manufacturers to bring you direct-to-consumer pricing. Because all items are fulfilled and imported from overseas facilities, we do not accept standard returns or exchanges for buyer's remorse, change of mind, or incorrect size/color selections.

We only replace or issue compensation for items that arrive damaged, defective, or incorrect.

1. Damaged, Defective, or Incorrect Items

Please inspect your package immediately upon delivery. If your item arrives damaged, defective, or if you receive the wrong product, you must notify us within 7 days of delivery.

To file a claim:

  1. Email our support team at support@hellokumi.com.
  2. Include your order number, full name, and a clear photo or short video showing the issue or defect.
  3. Once verified by our quality control team, you do not need to ship the item back abroad. You will be eligible to select your choice of compensation under Section 2.

2. Resolution Options: Refund or Store Credit

If your claim for a damaged, defective, or incorrect item is approved, you may choose one of the following two resolution options:

  • Full Refund: A complete refund processed back to your original payment method (typically posts within 5 to 10 business days depending on your financial institution).
  • Kumi Gift Card: A digital store gift card issued for the full value of the affected item, sent directly to your email for immediate use on future purchases.

3. Non-Eligible Requests & Buyer's Remorse

Because items are imported directly from abroad on a per-order basis, the following conditions are non-refundable and non-returnable:

  • Change of mind or buyer's remorse after the order has been dispatched.
  • Ordering the wrong size, color, model, or quantity.
  • Minor delays caused by customs processing or shipping transit times.
  • Items damaged due to customer misuse, improper handling, or altercations.
  • Packages marked as delivered by the carrier but lost due to incorrect shipping addresses supplied during checkout.

4. Cancellations & Order Modifications

Orders are pushed to our automated international supply partners rapidly (usually within 12 to 24 hours). If you need to cancel or modify an order, please email support@hellokumi.com immediately. Once an order has been accepted and processed by our logistics partners, it cannot be canceled or recalled.

5. Contact Us

For any questions regarding our return policy or to submit a damaged item claim, please reach out to our support team:

  • Email: support@hellokumi.com
  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
  • Website: hellokumi.com