Refund policy

Return & Refund Policy

Last updated: October 13, 2026

At KINZELO, we want you to feel confident shopping with us. If something is wrong with your order, we will make it right.

Our promise: we make it right

If your item arrives damaged, defective, incorrect, or not as described on its product page, contact us within 30 days of delivery. We will send a free replacement or issue a full refund to your original payment method. In most cases you will not need to send the item back.

When contacting us, please include:

Your order number
A brief description of the issue
Photos or a short video showing the item and its packaging

Damage to the outer shipping box or bag alone, where the item itself is undamaged and works as described, is not covered. If we do need the item back, we will tell you how and cover the return shipping.

Change-of-mind purchases

Because our products ship from fulfillment partners, including partners outside the United States, we do not accept returns or exchanges for change of mind, accidental purchases, or items that are simply not to your taste, except where required by applicable law. Please review product descriptions, materials, sizes and photos before you order, and email us with any questions first.

Missing or lost orders

If your order has not arrived within 25 business days of purchase, please contact us. We will investigate with our fulfillment partner and send a replacement or refund if the order is lost. If tracking shows your order as delivered but you have not received it, please check with neighbors and your local post office first, then contact us within 15 days of the delivery date shown. We may ask for a written statement from your carrier to support the investigation. Orders returned to the sender because of an incorrect or incomplete address entered at checkout, a refused delivery, or a package not collected from the post office are not eligible for a refund.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We can cancel and fully refund orders that have not yet been sent for processing. Once fulfillment has begun, cancellation may no longer be possible.

Refund processing

Approved refunds are issued to the original payment method, generally within 10 business days of approval. Your bank or payment provider may need additional time to post the funds. If more than 15 business days have passed since your refund was approved, please contact us.