Kiikiis Multivendor Marketplace – Refund & Return Policy

Last Updated: 08/18/26 Website: https://kiikiis.com Company: Kiikiis Multivendor Marketplace (“Kiikiis”, “we”, “our”, “us”)

This Refund & Return Policy applies to all purchases made on the Kiikiis Multivendor Marketplace. Because Kiikiis hosts independent sellers (“Vendors”), each Vendor may have their own return rules — however, all Vendors must comply with the minimum standards outlined in this policy.

1. Overview

Kiikiis provides a platform for Vendors to sell products directly to Buyers. Refunds and returns are primarily handled by Vendors, but Kiikiis may intervene when necessary to protect Buyers, enforce marketplace rules, or prevent fraud.

2. Buyer Responsibilities

Buyers agree to:

Review product descriptions, photos, and policies before purchasing
Provide accurate shipping information
Contact the Vendor first for any return or refund request
Not misuse the refund system (e.g., false claims, chargeback abuse)

3. Vendor Responsibilities

Vendors must:

Clearly state their return/refund policy on their store page or product listings
Respond to Buyer inquiries within a reasonable timeframe
Honor their posted return/refund policy
Provide return instructions when requested
Issue refunds promptly once a return is approved
Not refuse legitimate returns or ignore Buyer communication

Failure to comply may result in:

Refunds issued at Vendor expense
Account suspension or termination
Removal of listings

4. Marketplace Minimum Standards (Required for All Vendors)

Regardless of individual store policies, all Vendors must comply with the following minimum standards:

A. Damaged, Defective, or Incorrect Items

Vendors must accept returns and issue refunds for:

Items damaged during shipping
Items defective upon arrival
Items not as described
Incorrect items sent

Vendors may request:

Photo evidence
Return of the item (unless unsafe or prohibited)

B. Missing Items

If part of an order is missing, Vendors must:

Ship the missing item OR
Issue a partial refund

C. Lost Packages

If tracking confirms a package was never delivered:

Vendor must refund the Buyer OR
Replace the item

If tracking shows delivery, the Buyer must work with the carrier before requesting marketplace intervention.

5. Non‑Returnable Items

The following items cannot be returned unless defective or not as described:

Digital downloads
Custom or personalized items
Perishable goods
Items marked “Final Sale”
Items that cannot be returned for hygiene reasons (e.g., opened cosmetics, intimate apparel)
Items prohibited by law

6. Refund Process

Step 1: Buyer Contacts Vendor

Buyers must contact the Vendor through the Kiikiis messaging system.

Step 2: Vendor Responds

Vendors must respond within a reasonable timeframe (typically 48–72 hours).

Step 3: Vendor Provides Instructions

Vendor may provide:

Return address
Shipping label (optional)
Packaging instructions

Step 4: Refund Issued

Refunds must be issued:

After the returned item is received, OR
Immediately if return is not required

Refunds are issued to the original payment method.

7. Marketplace Intervention

Kiikiis may step in when:

A Vendor refuses to honor their posted policy
A Vendor ignores Buyer communication
Fraud is suspected
A Buyer provides evidence of a legitimate issue
A Vendor repeatedly violates marketplace standards

Kiikiis may:

Issue refunds directly
Deduct funds from Vendor payouts
Suspend or terminate Vendor accounts
Remove listings

Kiikiis’ decision is final.

8. Chargebacks

Buyers should not file chargebacks without contacting the Vendor first.

If a chargeback occurs:

Kiikiis may provide evidence to the payment processor
Vendors may be held financially responsible
Repeated chargebacks may result in account restrictions for Buyers or Vendors

9. Shipping Costs

Vendor Error (incorrect, damaged, defective items)

Vendor must cover return shipping costs.

Buyer Preference Returns (if allowed by Vendor)

Buyer may be responsible for return shipping costs.

Non‑Returnable Items

No shipping refunds unless the item was defective or not as described.

10. Refund Eligibility Window

Unless a Vendor states otherwise, the default marketplace window is:

14 days from delivery for return requests
48 hours for reporting damaged or defective items

Vendors may offer longer windows but not shorter ones.

11. Final Sale Items

Items marked “Final Sale” cannot be returned unless:

Damaged
Defective
Incorrect
Not as described

12. Fraud Prevention

Kiikiis may deny refunds or returns if:

Evidence suggests misuse
Items were intentionally damaged
Items were used and returned without valid reason
Multiple suspicious claims occur

Fraudulent activity may result in account termination.

13. Marketplace Liability

Kiikiis is not responsible for:

Vendor shipping delays
Vendor refusal to honor policies (unless escalated)
Product quality or defects
Buyer misuse or damage
Carrier issues

Kiikiis acts as a facilitator, not the seller of goods.

14. Policy Updates

Kiikiis may update this Refund & Return Policy at any time. Continued use of the marketplace constitutes acceptance of updated terms.

15. Contact Information

For refund or return assistance: support@kiikiis.com

Additional Information

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refund and Returns Policy