Refund policy

Return & Refund Policy

Last Updated: July 2026

At KITSYUU, we are committed to providing premium quality clothing and ensuring every customer has a great shopping experience. If you are not completely satisfied with your purchase, we're here to help.

1. Return Eligibility

You may request a return or exchange within 7 days of receiving your order.

To be eligible, the item must:

• Be unworn, unwashed, and unused.

• Be in its original condition.

• Have all original tags and packaging attached.

• Be free from perfume, deodorant, stains, pet hair, or any damage.

• Be accompanied by the original invoice or order confirmation.

Items that do not meet these conditions may not be accepted.

2. Exchange Policy

We gladly offer exchanges for:

• Incorrect size

• Incorrect colour (if applicable)

• Manufacturing defects

• Wrong item received

Exchanges are subject to stock availability. If your preferred size or colour is unavailable, you may choose to:

• Select another product of equal value.

• Pay the difference for a higher-priced item.

• Receive a KITSYUU Store Credit.

3. Refund Policy

Refunds are available only if:

• You receive a defective or damaged product.

• You receive the wrong item.

• Your order cannot be fulfilled due to stock unavailability after payment.

Approved refunds will be processed to the original payment method within 7–14 business days, depending on your payment provider.

4. Items That Cannot Be Returned or Refunded

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are defective or incorrectly supplied:

• Men's Briefs & Boxers

• Women's Innerwear & Sports Bras

• Compression Wear

• Socks

• Gift Cards

• Clearance or Sale Items

• Promotional Items

• Customized or Personalized Products

5. Damaged or Incorrect Items

If you receive a damaged item, a defective item, the wrong product, or a missing item, please contact us within 48 hours of delivery.

Kindly provide:

• Your Order Number

• Clear photographs of the item

• Photos of the packaging

• A brief description of the issue

Our team will review your request and respond within 2 business days.

6. Return Shipping

If the return is due to our error:

• Wrong item sent

• Manufacturing defect

• Damaged product KITSYUU will cover all return shipping costs.

If the return is due to the customer:

• Wrong size ordered

• Change of mind

• Incorrect colour selection by customer The customer is responsible for return courier charges.

7. Sale Items

Products purchased during Flash Sales, Clearance Sales, Special Promotions, or Discount Campaigns cannot be refunded. Exchanges may be accepted only for manufacturing defects or incorrect items.

8. Order Cancellation

• Orders may be cancelled before they are shipped.

• Once an order has been dispatched, it cannot be cancelled.

9. Store Purchases

Products purchased from a KITSYUU retail store may only be exchanged at a KITSYUU store. Refunds are not available for in-store purchases unless required by applicable law.

10. Online Orders

Online orders may be returned or exchanged by contacting our Customer Support team. Please do not return items without prior approval.

11. Processing Time

Once we receive your returned item:

• Inspection: 1–3 business days

• Exchange Dispatch: 2–5 business days

• Refund Processing: 7–14 business days (if approved)

12. Contact Us

For any return, refund, or exchange request, please contact us before sending your parcel.

KITSYUU Customer Support

• Email: info@kitsyuu.com

• Website: kitsyuu.com

• WhatsApp: +94 707680000

• Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM

Important Notes

• Please check our Size Guide before placing your order.

• Natural variations in fabric texture or colour may occur due to lighting, photography, and monitor settings.

• KITSYUU reserves the right to refuse returns that do not comply with this policy.

• This policy does not affect any rights available to consumers under applicable Sri Lankan law.