Refund policy
1-Year Money-Back Guarantee
At Kittra™, we're so confident in the quality of all our products that we offer an industry-leading 1-year money-back guarantee. If you're not completely satisfied with your purchase, you may request a return or refund within 365 days of receiving your order.
How to Start a Return
Step 1: Contact Our Support Team
Before returning your product, please contact our customer support team at hello@trykittra.com with:
- Your order number
- Reason for return or issue you're experiencing
- Photos (if applicable for defective/damaged items)
Step 2: Receive Personalized Instructions
Our specialists will:
- Work with you to resolve any issues
- Provide troubleshooting support when possible
- Give you personalized return instructions for your specific situation
- Arrange the most convenient return process for your case
Eligibility Criteria
- Time Limit: Returns must be initiated within 365 days (1 year) of delivery
- Proof of Purchase: Order confirmation or receipt required
- Product Condition: Items must be unused and in their original packaging
Order Cancellations
Orders can be cancelled within 24 hours of purchase if they have not yet shipped. Once an order has shipped, it can no longer be cancelled. In that case, you may request a return or exchange once the item is delivered, following our standard return policy.
If you’d like to cancel your order, please contact us right away and let us know the reason for the cancellation.
Return Process
Each return is handled individually based on your specific situation. After contacting support, we will:
- Assess your specific case and provide tailored instructions
- Arrange return logistics (shipping labels, addresses, etc.)
- Process your request once we receive the returned item
- Issue your refund to the original payment method
Refunds
- Processing Time: Refunds are issued within 5-7 business days after we receive and inspect the returned item
- Payment Method: Refunds will be issued to your original payment method
- Return Shipping Costs: Customers are responsible for return shipping costs unless the item arrived damaged or defective
- Original Shipping Costs: Original shipping costs are non-refundable unless the item arrived damaged or defective
Unclaimed or Non-Collected Orders
Please note that most of our products are shipped from overseas. If a customer fails to collect the package or refuses delivery, the item is typically not returned to us.
As a result, we are unable to offer refunds for orders that are unclaimed, refused, or not collected within the carrier's holding period.
It is the customer's responsibility to track their order and ensure it is collected on time. If you're unsure about pickup instructions or tracking updates, please contact us as soon as possible after your order ships.
Damaged or Defective Items
If you receive a damaged or defective Kittra™ product:
- Contact us immediately at hello@trykittra.com with photos
- Free return shipping - we'll cover all costs for defective items
- Priority processing - expedited replacement or full refund
- No questions asked - we'll make it right at no cost to you
Contact Information
Email: hello@trykittra.com
Response Time: Within 24 hours
R-Capital Oy
Riippakoivuntie 14 A 1
02130 Espoo, Finland
Finnish National Business ID: FI33562827
Questions about returns? Our team is here to help. Email us at hello@trykittra.com and we'll guide you through the process.