Return/Refund Policy

RETURN/REFUND

All refunds will be credited as Store Credit.

Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned - perishable goods such as makeup, skincare & bath products. We also do not accept products that are intimate or sanitary goods.

Additional non-returnable items:

  • Gift cards
  • Health and personal care items

 

To complete your return, we require the original receipt.

 

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error

ONLINE RETURN

You may return your purchase within 14 days of receiving it. 

We do not provide a return label and you are responsible for the return shipping costs.

These items must be in their original condition unworn, unwashed, not damaged. Any returns worn, washed, damaged, not in original condition, will be rejected. Returns made within 14 days of receiving your merchandise, will be inspected for approval, and you will be notified once the refund has been processed. Please allow 30 days for your return to be processed.

While you wait for your return to be process. You can purchase the correct size/colour/style you want instead. Online returns can be made in store if it is more convenient for you.

If you'd like to make an online return, please email us at hello@kitsu.ca as soon as you can with the following information

  • Full name
  • Telephone number
  • Address
  • Order number
  • Item(s) returning
  • Reasons for return
  • ​Tracking number of returning package

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed as a Store Credit, which you can use towards your new purchase online or in-store.

 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items are final and cannot be refunded.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@kitsu.ca and send your item to:

195 Locke St. South unit 2
Hamilton, Ontario
Canada
L8P 4B5

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.

 

Shipping

To return your product, you should mail your product to:

195 Locke St. South unit 2
Hamilton, Ontario
Canada
L8P 4B5

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.