Refund policy

Standard Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@newkawaii.com and request a Return Merchandise Authorization (RMA) number.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Return shipping for unauthorized returns will be your responsibility and may incur handling charges.

You can always contact us for any return question at shop@newkawaii.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We offer an extra insurance option with your orders at checkout. We utilize a third-party shipping protection program called Route. You are able to add shipping protection against loss or damage in transit by toggling the widget prior to checkout.

If the package is lost or damaged in transit, you can use the File Claim function found in your Route confirmation email for direct assistance.

If you decline Route's extra insurance coverage option, we are not liable for any loss or damage that occurs once the item is shipped. By declining this option, you are agreeing to indemnify and hold harmless New Kawaii LLC from and against all claims and expenses resulting from damage or loss in transit.

Once a package is shipped out, it becomes the responsibility of the recipient and the carrier. If the package is lost in transit, you may open an investigation to find the package or receive insurance for a replacement. In the event a replacement package does not reach the recipient, additional replacements will not be available. All investigations are subject to the carrier policies.

If the package status reads "Delivered" but the package has not reached the recipient, you or the recipient may be required to contact local delivery services to locate the package.

Regular ground shipping without the extra insurance option covers only what is outlined in the FedEx, UPS, and USPS insurance policies.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Specific Non-Returnable Items
The following items are final sale and cannot be returned or exchanged:

  • Collectible items, including limited editions, autographed goods, and rare or numbered items.
  • Trading Card Game (TCG) items
  • Blind boxes, blind bags, mystery boxes, or any mystery advertised items
  • Final sale items clearly marked as such at the time of purchase.
  • Gift cards
  • Perishable goods
  • Custom or personalized products
  • Digital downloads

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at shop@newkawaii.com.

Restock Fee
Each item returned will incur a restock fee up to 15% of the item's sale price. We may decrease or waive the restock fee at our own discretion. The restock fee will be communicated with the acceptance of the return.