Return Policy
Kibou absolutely stands behind the quality of our products.
EXTENDED HOLIDAY RETURN WINDOW: Our return/exchange window is extended to January 15, 2024 for all orders placed between November 23 through the end of 2023.
Kibou bags can be exchanged or returned for a refund (to the original payment method) for up to 30 days from purchase date.
Products must be unworn, in new condition, and in the original dust bag packaging for us to be able to honor a full refund or exchange.
Accessories must be unopened and in new condition to be eligible for return.
NOTE: Return shipping price not included.
International sales are final.
CLICK HERE TO INITIATE A RETURN OR EXCHANGE.
A product may be returned for a full refund within 30 days of placing the order. The refund only applies if the product and its original packaging can be returned in the same condition as when received. We do not accept returns of opened pacifiers, baby wipes or dog treats. The customer will be responsible for associated return costs and paid postage. We will not take responsibility for returns that may get lost in the mail. Please note: if an item requires cleaning when returned, a cleaning fee will be deducted from the total refund.
If an item is damaged during transport, please contact us at info@kiboubag.com within 30 days of delivery for information about an exchange.
All approved refunds will get processed within 14 days of arrival to the warehouse. The bank transfer might take several days to be visible on your account. Please contact info@kiboubag.com if the refund does not appear within 20 days.
Return FAQs
Q:What is the return period, how many days do I have to return my item?
You have 30 days from your shipping date to return or exchange your Kibou or accessories*.
Q: Can I return a product I have used?
Kibous and accessories can only be returned in new, unused condition. Some accessories (pacifiers, wipes, and dog treats) are non-returnable.
Q: For International orders, are customs covered?
We do not cover customs fees, but we do offer the most cost-effective international shipping options through FlavorCloud, which includes an option to pre-pay your customs fees if you prefer.
Q: What if my item is lost in transit?
Please don’t hesitate to reach out! Email us at info@kiboubag.com and we’ll get right back to you to help track down or replace your Kibou.
Q:Can I get a refund or replacement if my product arrives damaged or broken?
If your product arrives damaged or broken, please reach out to us ASAP! Send photos or a video and we are more than happy to replace or refund your purchase.
