Welcome to Kitandcraft – where every gift is made by hand, with heart.

      RETURNS AND CANCELLATION POLICY

      Effective Date: August 19, 2026

      Company: Xileifu Guangzhou E-commerce Co., Ltd.
      Brand: Kitandcraft
      Website: https://kitandcraft.com

      This Returns and Cancellation Policy is provided by Xileifu Guangzhou E-commerce Co., Ltd., the legal entity operating the brand Kitandcraft and the website https://kitandcraft.com.

      Approved refunds are processed under our separate Refund Policy. Please review the Refund Policy for refund eligibility, amount, method, and timing.

      This policy explains how we handle order cancellations, returns, exchanges, and refunds. It should be read together with our Shipping Policy and Terms of Service. Nothing in this policy limits any rights or remedies you may have under applicable law.

      1. Order Cancellations and Changes

      If you need to cancel or modify an order, please contact our customer service team as soon as possible and include your order number and the change you would like to make.

      We will make reasonable efforts to accommodate your request. However, once an order has entered processing, production, or shipping, we cannot guarantee that changes or cancellations can be made.

      Personalised or made-to-order items may enter production shortly after order confirmation, so timely changes may not be possible.

      2. Return Period

      You may request a return within 30 days of delivery for eligible items.

      Please contact us before sending anything back. Unauthorised returns may be refused or may delay the refund process.

      3. Return Eligibility

      For change-of-mind returns, the item must:

      • Be unused, unworn, unwashed, and undamaged;

      • Be in its original packaging where reasonably possible;

      • Include all original parts, accessories, and promotional items; and

      • Be accompanied by valid proof of purchase.

      We may refuse a return if the item shows signs of use, damage, alteration, improper assembly, or incomplete packaging not caused by us.

      4. Non-Returnable Items

      Unless the item is damaged, defective, incorrect, or otherwise covered by applicable law, we generally cannot accept change-of-mind returns for:

      • Personalised or custom-made pieces;

      • Made-to-order items;

      • Products altered or assembled by the customer;

      • Clearance or final-sale items clearly marked before purchase;

      • Gift cards; and

      • Products that cannot be returned for health, hygiene, or safety reasons after opening (e.g., underwear, swimwear). This restriction is clearly stated on the respective product page.

      5. Damaged, Defective, Incorrect, or Incomplete Items

      We carefully check each piece before it leaves us, but occasionally products may be damaged or affected during delivery.

      If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly with:

      • Your order number;

      • A clear description of the issue;

      • Photos or videos showing the item and the problem;

      • Photos of the shipping label and outer packaging where relevant; and

      • Confirmation of your delivery address.

      After reviewing your request, we will, at your choice, send a replacement, offer an exchange, or issue a refund for the affected item(s). We take full responsibility – we do not merely reimburse return shipping; we actively provide a remedy (replacement, exchange, or refund). If the problem is confirmed to be our fault or our fulfilment partner’s, we will cover the applicable replacement or return shipping costs.

      Please do not discard the item or its packaging while your request is being reviewed unless our customer service team tells you otherwise.

      6. Return Shipping

      For merchant-responsible returns involving damaged, defective, incorrect, or incomplete items: we will provide return instructions and cover authorised return shipping costs.

      For change-of-mind returns: you are responsible for return shipping costs. Original shipping fees are non-refundable unless required by law. Any customs duties or import fees already paid cannot be refunded by us.

      We recommend using a trackable shipping method for change-of-mind returns. We are not responsible for items lost or damaged in transit before they reach our authorised return address.

      Please do not send returns using cash-on-delivery or similar services.

      7. Return Address

      Always contact us for return authorisation and instructions before sending any item back.

      Our registered business address is not a return address. The correct return address will be provided after your return request is reviewed and approved.

      Items sent to an unauthorised address may be refused, lost, or returned to the sender.

      Current Return Warehouse Address:

      Attn: Returns Dept / RA-55093
      Warehouse: Harbor Point Logistics Returns – Unit 12F
      6182 Driftwood Ave
      Norfolk, VA 23518-3329
      United States

      8. Exchanges

      Exchanges depend on product availability. Exchanges require that you first return the original item(s) – we cannot send a replacement until we receive and inspect the original item, subject to stock availability.

      If the item you would like is out of stock, we may process a refund and suggest placing a new order.

      9. Refund Reference

      Approved refunds are processed under our separate Refund Policy. Please review the Refund Policy for refund eligibility, amount, method, and timing.

      10. Incorrect Addresses and Undeliverable Orders

      You are responsible for providing a complete and accurate delivery address.

      If an order is returned or cannot be delivered due to an incorrect address, failure to collect after multiple delivery attempts, refusal of delivery, or unpaid customs charges:

      • Applicable return shipping, customs, and handling fees will be deducted from any eligible refund;

      • If you request re-delivery to a corrected address, you will be responsible for the additional shipping costs; and

      • Refund eligibility will be assessed after the returned package is inspected.

      These provisions do not apply where the delivery problem was caused by an error on our part.

      11. Contact and Company Information

      If you have any questions about cancellations, returns, exchanges, or refunds, please contact us using the customer service email below.

      Customer Service Email:
      service@kitandcraft.com

      Customer Service Hours:
      Monday–Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.

      For return-related matters, please contact us before sending an item. The registered address below is not a product return address unless our customer service team specifically instructs you otherwise. We will provide the latest applicable return warehouse information. If the phone line is busy, please contact us by email or through the store backend.

      Company Information

      Brand: Kitandcraft
      Website: https://kitandcraft.com
      Store Operator: Xileifu Guangzhou E-commerce Co., Ltd.
      Legal Entity: Xileifu Guangzhou E-commerce Co., Ltd.
      Unified Social Credit Code: 91440104MAKLXXF59J
      Registered Address: Room 804, L081, No. 829 Renmin North Road, Yuexiu District, Guangzhou, Guangdong Province, China
      Postal Code: 510000

      Current Return Warehouse Address:

      Attn: Returns Dept / RA-55093
      Warehouse: Harbor Point Logistics Returns – Unit 12F
      6182 Driftwood Ave
      Norfolk, VA 23518-3329
      United States

      Kitandcraft is operated by Xileifu Guangzhou E-commerce Co., Ltd., which manages kitandcraft.com, order processing, customer service, and related e-commerce activities.