Refund Policy

Kcitr connects independent sellers with buyers. Each seller may have their own return and refund policies. This page outlines the platform-wide standards that all sellers must meet.

You may request a refund if:

• The item was not delivered within the estimated timeframe
• The item received is significantly different from the listing
• The item arrived damaged or defective
• You received the wrong item

1. Raise a request — Go to your order details and select “Request Refund” within 7 days of delivery.
2. Seller review — The seller has 48 hours to accept, reject, or propose an alternative (e.g., replacement or partial refund).
3. Kcitr mediation — If you and the seller can't agree, Kcitr will review the case and make a final decision.
4. Refund issued — Approved refunds are processed within 5–7 business days to your original payment method.

The following are generally not eligible for refund unless defective:

• Custom or personalized products
• Digital goods after download or access
• Items marked as “final sale” in the listing
• Perishable goods

If a return is required, the buyer is responsible for return shipping costs unless the item was defective, damaged, or incorrectly described — in which case the seller covers return shipping.

Orders can be cancelled free of charge before the seller has shipped the item. Once shipped, the standard refund process applies.

If you have questions or need assistance with a refund, visit our help center or contact us.