RETURNS AND REFUNDS POLICY

Last Updated: August 7, 2026

KIGORA supports product returns and exchanges in cases that meet the conditions set out below, in order to protect Customers’ interests when shopping on Kigora.com.

1. Return and Exchange Request Period

Customers may submit a return or exchange request within 07 days from the date of successful delivery, based on the delivery information recorded by the delivery provider.

After this period, KIGORA may reject the return or exchange request, except where the product has a defect for which KIGORA or the manufacturer is responsible, or where otherwise required by applicable law.

2. Eligible Cases for Returns and Exchanges

KIGORA accepts return or exchange requests in the following circumstances:

• KIGORA delivered a product that differs from the confirmed order;
• Products are missing or the quantity delivered is incorrect;
• Products are spilled, broken, dented, or damaged during delivery;
• Products have a manufacturing defect;
• Products have expired at the time of delivery;
• Products show abnormal conditions or do not meet the condition or specifications represented by KIGORA;
• Other cases approved by KIGORA following verification.

In the event of missing products, KIGORA may, at its discretion, send the missing products to the Customer instead of requiring the Customer to return the entire order.

3. Conditions for Returned or Exchanged Products

Depending on the reason for the return or exchange, the product must meet the applicable conditions below:

• The product was purchased directly through Kigora.com;
• Sufficient order information is available for KIGORA to verify the transaction;
• The product retains its original packaging, box, labels, and accompanying accessories, if any;
• The product has not been used, except where the relevant defect can only be identified after the product has been opened;
• Any gifts included with the order are returned in full if the return or exchange affects the Customer’s eligibility for the applicable promotional offer;
• The Customer retains the shipping packaging, tracking number, or other relevant documents where required for verification.

For cosmetics, health supplements, and other products requiring hygiene or intact seals, products that have been opened, had their protective seals removed, or have been used are not eligible for return or exchange due to a change of personal preference, except where the product is defective, incorrectly delivered, or otherwise subject to KIGORA’s responsibility.

4. Cases Not Eligible for Returns or Exchanges

KIGORA may reject a return or exchange request in the following circumstances:

• The request is submitted after the applicable return or exchange period;
• The product was not purchased through Kigora.com;
• The product has been used and there is no defect for which KIGORA or the manufacturer is responsible;
• The product was damaged due to improper use or storage by the Customer;
• The product has been opened, its protective seal removed, or its original condition otherwise altered for reasons unrelated to a product defect;
• The packaging, outer box, or product has been damaged due to the Customer’s actions;
• The Customer fails to provide sufficient information for KIGORA to verify the order and the reported issue;
• The product was sold under a clearance, liquidation, or other program that expressly excludes returns or exchanges, provided that such condition was clearly disclosed before the Customer placed the order;
• The return or exchange request is based on a change of personal preference and the product no longer meets the applicable requirements for being returned in its original condition.

5. Unboxing Video

As Kigora.com applies a NO JOINT INSPECTION policy, Customers are requested to record a video of the entire unboxing process to help protect their interests.

The video should:

• Begin while the package is still sealed and unopened;
• Clearly show the tracking number;
• Show the external condition of the package;
• Continuously record the opening process;
• Not be edited;
• Clearly show the products, quantities, and condition of the products after opening.

An unboxing video is an important basis for KIGORA to promptly verify cases involving:

• Missing products;
• Incorrect products;
• Incorrect quantities;
• Products that are broken, spilled, or damaged;
• Missing gifts included with the order.

If the Customer does not have an unboxing video, KIGORA will still accept and review the request based on available photographs, packing records, delivery information, and other relevant documentation.

However, processing may take additional time or be subject to limitations if there is insufficient evidence to determine the cause of the issue.

6. How to Submit a Return or Exchange Request

When an issue is identified, Customers should contact KIGORA through the official customer service channels published on Kigora.com.

Customers should provide:

• Order number;
• Name and phone number used to place the order;
• Product to be returned or exchanged;
• Reason for the return or exchange;
• Unboxing video, if available;
• Photographs of the product;
• Photographs of the packaging and tracking number;
• Any other information reasonably requested by KIGORA for verification purposes.

After receiving the request, KIGORA will review the information and notify the Customer of the applicable resolution.

7. Available Resolutions

Depending on the circumstances, KIGORA may apply one of the following resolutions:

Shipment of Missing Items

This option may apply where products or promotional gifts are missing from an order and KIGORA confirms that the issue is attributable to KIGORA.

Replacement with a New Product

This option may apply where:

• An incorrect product was delivered;
• The product is defective;
• The product was damaged during delivery;
• Another case is confirmed by KIGORA as eligible for replacement.

The replacement product will generally be the same product as the one originally ordered by the Customer.

If the product to be replaced is out of stock, KIGORA will discuss with the Customer an appropriate alternative product or arrange a refund, as applicable.

Return and Refund

This option may apply where:

• No suitable replacement product is available;
• KIGORA is unable to fulfill the order;
• The parties agree to a refund; or
• Another circumstance meets the refund conditions under this Policy.

8. Return and Exchange Costs

Cases Attributable to KIGORA or the Delivery Provider

KIGORA will bear reasonable costs associated with collecting and reshipping products where:

• An incorrect product was delivered;
• Products were missing from the order;
• Products were damaged during delivery;
• The product has a defect for which KIGORA or the manufacturer is responsible.

Customers will not be charged additional product replacement costs in the above circumstances.

Returns or Exchanges Due to Customer Preference

If KIGORA agrees to facilitate an exchange even though the product is not defective, the Customer may be responsible for any resulting shipping costs.

KIGORA will notify the Customer of any applicable costs before proceeding.

9. Returning Products to KIGORA

Customers should only return products after the return or exchange request has been received and confirmed by KIGORA.

KIGORA will provide instructions regarding:

• The return address;
• The recipient;
• Contact phone number;
• Shipping method;
• Any information that must be included on the package.

Customers are requested to:

• Pack the products securely;
• Not send a package with payment due upon delivery or other collection-on-delivery arrangements unless expressly approved by KIGORA;
• Retain the tracking number until the return or exchange process has been completed.

KIGORA shall not be responsible for products returned to an incorrect address or sent using a shipping method that has not been confirmed by both parties.

10. Inspection of Returned or Exchanged Products

Upon receiving the returned product, KIGORA will inspect:

• The actual condition of the product;
• Labels and packaging;
• Quantity;
• Order information;
• The stated reason for the return or exchange;
• Photographs, videos, and other documentation provided by the Customer.

If the product meets the applicable return or exchange conditions, KIGORA will proceed with the resolution agreed upon with the Customer.

If the product does not meet the applicable conditions, KIGORA will notify the Customer of the reason and discuss the next appropriate course of action.

11. Refund Policy

KIGORA will process refunds in the following circumstances:

• An order has been paid for but KIGORA is required to cancel the order;
• The Customer returns a product and the return is confirmed as eligible for a refund;
• KIGORA no longer has a suitable replacement product available;
• The Customer has made an excess payment;
• Other cases confirmed by KIGORA as eligible for a refund.

The refund amount will be determined based on the actual amount paid by the Customer for the relevant product or order after the application of vouchers, discount codes, and other applicable promotional benefits.

Vouchers, discount codes, or promotional benefits that have already been used are not redeemable for cash.

12. Refund Method

KIGORA will issue refunds by bank transfer to the bank account provided by the Customer.

Customers must provide accurate:

• Account holder name;
• Account number;
• Bank name.

KIGORA shall not be responsible for any delay or loss of refunded funds resulting from incorrect bank account information provided by the Customer.

13. Refund Processing Time

Once KIGORA confirms that a refund request meets the applicable conditions, KIGORA will process the refund within 07–14 business days, excluding Saturdays, Sundays, public holidays, and Tet holidays.

The date on which the refunded funds are actually credited to the Customer’s account may depend on the processing time of the Customer’s bank.

14. Vouchers, Reward Points, and Gifts

Where an order includes or uses:

• Vouchers;
• Discount codes;
• Kigo Club reward points;
• Gifts;
• Purchase-with-promotion offers;

a return or exchange may result in a recalculation of the order’s eligibility for the applicable promotional benefits.

If, following a partial return, the order no longer meets the conditions of the applicable promotion, KIGORA may:

• Recalculate the applicable promotional discount;
• Deduct or reverse reward points granted in connection with the order;
• Require the return of relevant promotional gifts;
• Deduct the value of promotional benefits for which the Customer is no longer eligible from the refund amount.

KIGORA will notify the Customer of any applicable adjustment before completing the return or refund process.

15. Customer Support

For any return, exchange, or refund request, Customers may contact KIGORA through the official customer service channels published on Kigora.com.

To facilitate prompt assistance, Customers are requested to have the following information available:

• Order number;
• Phone number used to place the order;
• Relevant photographs or videos.