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Return and Refund Policy

Thank you for choosing KiraRem! We specialize in creating custom, made-to-order products that are manufactured specifically for each customer upon order placement. This approach allows us to offer unique designs while maintaining sustainable practices by eliminating overproduction.

Important Notice About Custom Products

All physical products sold by KiraRem are custom-manufactured items created exclusively to your specifications after order placement. Each item is personalized based on your selected design, size, color, and product type. Due to this bespoke nature, our return policy differentiates between quality-related issues and other circumstances.

1. Physical Products (Made-to-Order Items)

A) Quality Issues, Manufacturing Defects, or Shipping Errors

We stand behind the quality of our products. If you receive an item that:

  • Contains manufacturing defects or quality issues
  • Was damaged during shipping
  • Does not match your order specifications (wrong design, size, or color)
  • Has printing defects or material flaws

We will resolve the issue at no cost to you.

Quality Issue Resolution Process:

  • Timeframe: Report within 21 days of delivery
  • No Return Required: Keep, donate, or responsibly dispose of the defective item
  • Contact: Email shop@kirarem.com with:
    • Order number
    • Detailed description of the issue
    • Clear, high-resolution photographs showing the defect or error

Resolution: After evaluation, we will provide either:

  • A replacement product at no charge, OR
  • A full refund to your original payment method

B) Non-Quality Related Returns

Due to the custom, made-to-order nature of our products, we cannot accept returns or exchanges for:

  • Incorrect size selection
  • Change of mind regarding design or color
  • Personal preference or dissatisfaction unrelated to product quality
  • Normal wear and tear after use

Size Selection: Please carefully review our detailed size charts and product specifications before ordering to ensure proper fit.

2. Legal Framework and Consumer Rights

European Union Customers

In compliance with Directive 2011/83/EU on Consumer Rights, we acknowledge that consumers typically have a 14-day right of withdrawal. However, this right does not apply to our products under Article 16(c), which specifically excludes:

"The supply of goods made to the consumer's specifications or clearly personalized"

Important: This right of withdrawal exemption applies specifically because each product is manufactured to your individual specifications (design choice, size selection, color preference) after order confirmation, making them personalized goods under EU law.

International Customers

For customers outside the EU, local consumer protection laws may apply. This policy is designed to meet or exceed standard consumer protection requirements while accounting for the custom nature of our products.

By placing an order, you explicitly acknowledge and agree that:

  • You are purchasing a custom-made product manufactured specifically for you
  • You waive any right of withdrawal/return except for quality issues as defined in Section 1A
  • You have carefully reviewed all product specifications, sizing charts, and descriptions
  • You understand that customization begins immediately upon order confirmation

3. Digital Products

All digital products (downloadable files, digital designs, etc.) are final sale once:

  • The download is completed, OR
  • Access credentials are provided

Due to the instant, irreversible nature of digital delivery, no refunds are available for digital products except where required by applicable law.

4. Special Categories

Sale Items

Products purchased during promotional periods or marked as "final sale" are not eligible for returns beyond our quality guarantee outlined in Section 1A.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash except where required by law.

5. Refund Processing

Approved Refunds (quality issues only):

  • Notification: You will receive email confirmation of refund approval
  • Processing Time: 5-10 business days to original payment method
  • Bank Processing: Additional 3-5 business days depending on your financial institution

Refund Method: Refunds will be issued to the original payment method used for purchase.

6. Contact Information

Questions or Concerns:
Email: shop@kirarem.com
Response Time: We aim to respond within 24 hours during business days (Monday-Friday, excluding Spanish public holidays)

Quality Issues:
Must be reported within 21 days of delivery with photographic evidence and order details.

7. Policy Updates

We reserve the right to update this policy as needed to comply with applicable laws or improve our service. Material changes will be communicated via email to customers with pending orders.

8. Governing Law

This policy is governed by [Insert Primary Jurisdiction] law, with due consideration for applicable consumer protection laws in the customer's location.

By completing a purchase, you confirm that you have read, understood, and agree to these terms.

This policy balances our operational requirements as a custom manufacturer with our commitment to customer satisfaction and legal compliance across all markets we serve.