Kiiroo allows returns within 14 days of delivery if you initiate the return request promptly. Items must be unopened, in original packaging, and returned via traceable shipping at your expense. Sealed intimate or personal-use products cannot be returned once the hygiene seal is opened or removed.
How returns work
To return an item, use the withdrawal button on the Kiiroo website or contact Customer Support with your order details. You must notify Kiiroo within 14 days of delivery. Once your withdrawal is approved, return the unopened item in its original packaging using a traceable shipping method. Your package must arrive at the warehouse within 14 days of your withdrawal notice.
Exclusions and restrictions
Sealed intimate and personal-use products are not returnable if the hygiene seal has been opened or removed. Opened or unsealed products with hygiene seals also lose return eligibility once the seal is broken. Accessories without hygiene seals remain returnable within the standard 14-day period. Rest of World customers outside the EU and UK have a shorter 7-day return window and receive only partial refunds. Defective or incorrect items are eligible for replacement at Kiiroo's expense and are not subject to the hygiene exclusion.
Refunds
Refunds are issued to your original payment method. Processing takes 14 days after Kiiroo receives your returned item at the warehouse. Return shipping is your responsibility and not covered by Kiiroo.
Frequently asked questions
How long do I have to return something?
You have 14 days from delivery to initiate a return request. Once you request the return, your item must reach Kiiroo's warehouse within 14 days of that withdrawal notice. Rest of World customers outside the EU and UK have a shorter 7-day return window.
Do I have to pay for return shipping?
Yes. Return shipping costs are paid by you. You must use a traceable shipping method to send your item back.
Can I return opened or used products?
No. Items must remain unopened and in original packaging. If a product has a hygiene seal, opening or removing that seal makes the item non-returnable, even if it has not been used.
What do I need to start a return?
You need your order number or proof of purchase. Use the withdrawal button on the Kiiroo website or contact Customer Support with these details to begin your return request.
When will I get my refund?
Refunds are processed 14 days after Kiiroo receives your returned item at the warehouse. The money goes back to whatever payment method you used to purchase the item.
What if my item arrives damaged or defective?
Contact Kiiroo Support with proof of the damage or defect, along with photos or videos. Kiiroo will replace the item at no cost to you. This replacement option applies even if the product would otherwise fall under the hygiene exclusion.
Can I exchange items instead of returning them?
Defective or incorrect items are eligible for replacement at Kiiroo's expense after verification. Contact support to request a replacement rather than a refund.