KuKu Return, Refund & Cancellation Policy

At KuKu, every purchase is a one-of-a-kind fashion find.

Because you're shopping directly from Creator Closets, most pieces are unique and cannot be replaced. We want every order to arrive exactly as expected, while keeping the buying experience fair for both buyers and creators.

This policy explains how returns, refunds, and cancellations are handled on KuKu.

By placing an order through KuKu, you agree to this policy.

1. Returns & Refunds

  • •Returns are accepted only in specific circumstances.
  • •You may be eligible for a return if:
  • The item received is significantly different from the listing.
  • You receive the wrong item.
  • The item has undisclosed major damage or defects.
  • There is a valid authenticity concern.
  • The item does not reasonably match the description or photographs provided in the listing.
  • •Return requests must be submitted within 8 hours of delivery.
  • •If your request is approved, KuKu will arrange the return and process your refund in accordance with this policy.

2. Optional KuKu Quality Check

  • •KuKu offers an optional Quality Check (QC) service that buyers can add during checkout.
  • •If selected:
  • The item is collected from the seller before delivery.
  • KuKu inspects the item to confirm it reasonably matches the listing.
  • If the item fails Quality Check, it will not be delivered to the buyer.
  • The buyer will receive a refund for the purchase price in accordance with our QC Policy.
  • •Quality Check helps reduce surprises but does not guarantee professional authentication, perfect fit, or personal satisfaction.

3. Non-Returnable Purchases

  • •Returns cannot be accepted for:
  • Change of mind.
  • Personal preference.
  • Styling expectations.
  • Fit or sizing preferences where the listing accurately reflects the item's size.
  • Minor characteristics consistent with normal wear of pre-loved fashion.
  • Items that accurately match their listing.
  • •As every Creator Closet piece is unique, we encourage buyers to carefully review all photographs, descriptions, measurements, and condition details before completing their purchase.

4. Order Cancellations

Buyer Cancellations

Conditions:

Orders may be cancelled only before the item has been collected from the seller.

After Pickup:

Once pickup has been completed, the order enters fulfilment and cannot be cancelled.

Seller Cancellations

Expectations:

Creators are expected to honour every confirmed sale.

Consequences:

Failure to provide a sold item, repeated cancellations, or failure to cooperate with collection may result in: Listing removal, Reduced visibility, Delayed payouts, Temporary selling restrictions, or Permanent removal from the platform.

5. Refund Process

Once an approved return has been received and verified:

  • •Refunds are issued to the original payment method.
  • •Refunds are generally processed within 10–14 business days.
  • •Buyers will receive confirmation once the refund has been initiated.
  • •Processing times may vary depending on banks and payment providers.

6. Creator Closet Purchases

  • •Every Creator Closet listing is unique.
  • •Because of this:
  • -Exchanges are not available.
  • -Replacement items cannot be guaranteed.
  • -Once an item sells, it is no longer available for purchase.
  • •If an approved return cannot be replaced, the buyer will receive a refund in accordance with this policy.

7. How to Request a Return

Return requests can be submitted through:

KuKu App

Orders → Select Item → Request Return

KuKu Website

My Orders → Request Return

Our support team will review your request, provide updates, and guide you through the return process.

8. Contact Us

For questions about returns, refunds, or cancellations:

📧 support@letskuku.com

9. Policy Updates

KuKu may update this policy from time to time to reflect operational, legal, or regulatory changes. Continued use of the platform after updates constitutes acceptance of the revised policy.