Return & Refund Policy

At KitXeno Store, we take great pride in the quality, craftsmanship, and fit of our custom print-on-demand apparel. Your complete satisfaction is our highest priority. If for any reason you are not entirely happy with your purchase, we offer a transparent and customer-friendly 30-day Return & Refund Policy.

1. 30-Day Return Window

You have 30 calendar days from the date your tracking status confirms delivery to request a return or report an issue with your order.

2. Damaged, Defective, or Incorrect Items (100% Free Replacement or Full Refund)

If you receive an item that is defective, flawed, misprinted, or different from what you ordered (wrong design, color, or size caused by our fulfillment process), we will gladly send you a brand-new replacement free of charge or issue a 100% full refund (including any shipping charges paid).

In these cases, you do not need to return the item back to us! Simply follow these steps:

1. Contact our customer care team at [email protected] within 30 days of receiving your item.
2. Provide your Order ID / Invoice Number and the email address used during purchase.
3. Attach clear photos or a short video showing the flaw, misprint, or wrong label/item.

Our support team will review your claim and issue an approval within 1 to 2 business days.

3. Standard Returns & Buyer Remorse

If you wish to return an item due to personal reasons (e.g., changed your mind, ordered the wrong size by accident), we accept returns under the following conditions:

• The item must be in its original, unworn, unwashed, and unaltered condition, with all original tags and packaging intact.
• You must contact [email protected] prior to sending any product back to obtain a Return Merchandise Authorization (RMA) number and return instructions. Unauthorized returns cannot be accepted.
• Return Shipping Costs: For discretionary returns or sizing errors made during checkout, customers are responsible for the return postage fee. We recommend using a trackable shipping service.
• Restocking Fee: We charge $0 restocking fee.

4. Official Return Address

All authorized returns must be shipped to our designated facility:

• Recipient: KitXeno Store – Returns Department
• Street Address: 3112 Hog Camp Road
• City: Northbrook
• State: Illinois (IL)
• ZIP Code: 60062
• Country: United States
• Support Phone: +1 708-508-5316
• Support Email: [email protected]

5. Order Cancellation Policy

Because our products are custom-made to order, orders enter the automated production queue shortly after payment. You may request to cancel or modify your order within 24 hours of placement by emailing [email protected]. After 24 hours, the order is already in production and cannot be canceled or modified.

6. Refund Processing Timeline

Once your return is received and inspected (or your claim for a defective item is approved), we will notify you by email. Approved refunds will be automatically credited back to your original payment method (Credit Card, PayPal, Apple Pay) within 3 to 5 business days. Note that posting times may vary depending on your financial institution.

7. Late or Missing Refunds

If you have not received your refund after 7 business days, please follow these steps:

• Double-check your bank account or credit card statement to verify pending transactions.
• Contact your credit card provider; there is often official processing delay before a refund posts.
• Contact your banking institution to see if a transaction holds are active.
• If you have completed all the steps above and still have not received your refund, please reach out to us directly at [email protected].