Return & Refund Policy

Last Updated: June 2026

Welcome to Kyotocart.

At Kyotocart, we believe every piece of wall art should bring beauty, inspiration, and character into your living space. Customer satisfaction is our highest priority, and we strive to ensure that every order arrives in excellent condition and meets your expectations.

This Return & Refund Policy explains your rights and responsibilities regarding returns, exchanges, replacements, and refunds for products purchased through Kyotocart.

1. Our Satisfaction Commitment

We are committed to providing quality decorative products and excellent customer service. If you experience any issue with your order, we encourage you to contact us before initiating a chargeback or dispute so that we may work together toward a satisfactory resolution.

2. Return Eligibility

Customers may request a return within thirty (30) calendar days from the date of delivery.

To qualify for a return, the following conditions must be met:

The item must be unused whenever possible.

The item must be returned in its original condition.

The item should include original packaging whenever available.

Proof of purchase must be provided.

Items showing excessive wear, misuse, intentional damage, alteration, or unauthorized modification may not qualify for a refund.

3. Free 30-Day Return Program

Kyotocart proudly offers a Free 30-Day Return Program.

If you are not completely satisfied with your purchase, you may contact our support team within 30 days after delivery.

Depending on the situation, we may provide:

A full refund

A replacement item

Store credit

A partial refund

Return authorization instructions

Our support team evaluates each case individually to provide the most reasonable solution.

4. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

Order number

Description of the issue

Clear photographs showing the problem

Pictures of packaging if applicable

After verification, we may offer:

Free replacement

Full refund

Partial refund

Store credit

Customers will not be required to pay additional shipping costs for approved damaged-item claims.

5. Lost Packages

In rare situations, shipping carriers may experience delays or delivery issues.

If tracking indicates that your package has been lost in transit, we will investigate the shipment with the carrier.

After confirmation, we may provide:

Replacement shipment

Full refund

Store credit

Investigation periods may vary depending on the carrier involved.

6. Incorrect Address Information

Customers are responsible for providing accurate shipping information.

If an incorrect address is supplied at checkout, Kyotocart cannot guarantee recovery of the package.

If an order has not yet shipped, we may be able to update the address upon request.

Once shipped, address changes may not be possible.

7. Cancellation Policy

Orders may be canceled before shipment.

If the order has not yet entered processing or shipping stages, a full refund may be issued.

Orders already shipped cannot be canceled and must follow the return process after delivery.

8. Non-Returnable Situations

Returns may not be accepted in the following circumstances:

Damage caused by misuse

Improper care or maintenance

Normal wear and tear

Unauthorized alterations

Commercial use beyond intended purpose

Loss caused by customer negligence

9. Refund Processing

Approved refunds are processed to the original payment method.

Depending on your payment provider, refunds may require:

3–5 business days

5–10 business days

Up to 14 business days

to appear on your statement.

Processing times are outside our direct control once the refund has been issued.

10. Exchanges

Where available, customers may request an exchange for:

Different size

Different design

Replacement due to defects

Exchange eligibility depends on inventory availability at the time of request.

11. Chargebacks and Payment Disputes

We encourage customers to contact us directly before filing disputes.

Most concerns can be resolved quickly through our customer service team.

Opening unnecessary payment disputes may significantly delay resolution.

12. Contact Information

Kyotocart

11463 Bd Valcartier
Québec, QC G2A 2M4
Canada

Email: support@kyotocart.store

Phone: (613) 233-1103

Our support team is available to assist customers regarding returns, refunds, replacements, exchanges, and order concerns.