KuKu Return, Refund & Cancellation Policy

This policy explains how returns, refunds, and cancellations are handled across all KuKu services, including Standard Listings, Ku‑Kit listings, and Giveaways. By placing an order on KuKu, users agree to the terms outlined below.

1. Standard Listing Orders (Independent Seller Listings)

  • •Standard Listings are items listed by independent sellers and fulfilled by KuKu after purchase.
  • •Order Flow: Buyer places an order → Item is picked up from the seller → Quality Check (QC) is performed only if selected as a paid add‑on → Item is delivered to the buyer.
  • •Returns are accepted only if the item does not match the listing description, including: Incorrect size, brand, or item received; Undisclosed damage or significant defects; Authenticity concerns.
  • •Return requests must be raised within 8 hours of delivery.
  • •KuKu will arrange return pickup after approval.
  • •Refunds are issued only after the returned item is received and verified at the KuKu QC Centre.
  • •Non‑Returnable Cases: Change of mind, Personal preference (fit, comfort, styling), Incorrect sizing due to brand variations, Items that match the listing description and pass QC (if selected).
  • •Once these conditions are met, the sale is considered final.

2. Ku‑Kit Orders (Pre‑Submitted Inventory)

  • •Ku‑Kit items are pre‑submitted by sellers, inspected, and stored by KuKu before being listed on the platform.
  • •Returns are accepted only if: The buyer receives the wrong item, or There is an undisclosed defect or a valid authenticity concern.
  • •Return requests must be raised within 8 hours of delivery.
  • •All returns are verified internally by KuKu before approval.
  • •Approved returns will be refunded according to the original payment method.

3. Giveaway Items

  • •Items received through KuKu's Giveaway feature are: Non‑returnable, Non‑refundable, Non‑exchangeable.
  • •Giveaway items are zero‑value, charitable transactions. KuKu does not offer replacements, compensation, or refunds for such items.

4. Order Cancellation Policy

Buyer Cancellations

Standard Listing Orders:

Buyers may cancel an order only before pickup from the seller is scheduled. Once pickup is confirmed, cancellations are no longer allowed.

Ku‑Kit Orders:

Buyers may cancel within 2 hours of placing the order. Once processing or dispatch begins, the order becomes final. All Ku-Kit listings will have a QC verified badge on them to identify.

Seller Cancellations

Important:

Sellers are not permitted to cancel an order once it has been confirmed by KuKu after purchase.

Consequences:

Failure to hand over an item or last‑minute cancellations may result in: Temporary suspension of selling privileges, Listing restrictions, or Penalty fees, as outlined in the Seller Policy.

5. Refund Timelines

Once a return is approved and the item is received back by KuKu:

  • •Refunds are processed within 10–14 business days.
  • •Refunds are issued to the original payment method.
  • •Users will be notified via app or email once a refund is initiated.

6. How to Request a Return or Refund

Requests can be initiated through:

KuKu App

Orders → Select Item → Request Return

KuKu Website

My Orders → Request Return

Our support team will review the request and coordinate pickup and resolution accordingly.

7. Contact & Support

For questions or assistance related to returns, refunds, or cancellations, please contact:

📧 support@letskuku.com

KuKu reserves the right to update or amend this policy in line with operational, legal, or regulatory requirements. Continued use of the platform constitutes acceptance of the updated policy.