KIBANA

Return & Exchange Policy

At Kibana, your satisfaction is at the heart of everything we do. Every product is crafted with care, and we hope it brings joy to your everyday moments. If for any reason it doesn't meet your expectations, we're here to help.

⚠️Important Exceptions to Our Policy

  • Return and refund policy is NOT applicable on items bought during a sale or special events.
  • Returned items must be unused, unworn, and in original packaging, including dust bags, tags, and accessories.
  • Returned items must have no visible signs of wear or use.
  • Orders cannot be modified or cancelled after the 12 hour cancellation window.

📦Damaged or Defective Items

At Kibana, every product goes through careful craftsmanship and strict quality checks before it reaches you. Still, on rare occasions, shipping or handling may cause unexpected damage — and we want to ensure you are supported immediately if that happens.

If Package Arrives Damaged

If you notice that the outer packaging is torn, crushed, or visibly damaged during delivery, we request you to kindly refuse the delivery and inform us right away.

Our team will coordinate with our logistics partner to resolve the issue as quickly as possible.

🎥 Unboxing Video Required

For your safety and ours, we request all customers to record a video while unboxing the product for the very first time. This helps us clearly verify if any damage or defect was present upon arrival.

To File a Claim:

  1. Record unboxing video from start to finish
  2. Notify us within 24 hours of receiving the order
  3. Send the unboxing video along with your order details
  4. We will arrange a priority replacement after verification

📌 Important Notice

  • We are unable to accept claims or offer replacements without an unboxing video.
  • Claims reported after the replacement/return window has expired cannot be processed.
  • If you accept a package with minor outer-box damage, please ensure the delivery agent notes it on the slip.

A gentle reminder: We may not be able to assist with damages reported after delivery is fully accepted without documentation.

❌Order Cancellation

  • Orders can be cancelled within 12 hours of placing the order.
  • After 12 hours, orders cannot be modified or cancelled.
  • To cancel your order, please contact us immediately at support@kibanalife.com

📝How to Initiate a Return or Exchange

  1. 1
    Contact Us: Email us at support@kibanalife.com with your order number and reason for return.
  2. 2
    Receive Authorization: Our team will review your request and provide return authorization if eligible.
  3. 3
    Ship the Item: Package the item securely with all original packaging and ship it back to us.
  4. 4
    Processing: Once we receive and inspect your return, we will process your refund or exchange within 5-7 business days.

Your Satisfaction Means Everything to Us

We're always here to make things right. If you have any questions or concerns, please don't hesitate to reach out.

Contact Support