Refund policy

We want you to love what you sleep in. If something is not right, you have 30 days from delivery to return it. This policy explains how returns, refunds, exchanges and cancellations work. By placing an order with KINT you agree to the terms below.

No extra charges are added to your order: taxes and import duties are included in the price you pay.

1. How to start a return

Email info@kinthouse.com with your order number and full name.

  • You have 30 days from the day your package is delivered to start a return.
  • Once your request is approved, we send you instructions on how and where to send the package.
  • Items sent back without prior authorization cannot be accepted.

2. Return conditions

To be eligible for a return, the item must be:

  • Unused and unwashed
  • In its original packaging, with any tags and accessories included
  • Accompanied by proof of purchase, such as your order confirmation

For hygiene reasons we cannot accept sleep masks, pillowcases or sleepwear that have been used or washed. Devices must be returned with every accessory that came in the box.

3. Exchanges

Once we receive and inspect your return, and it meets the conditions above, we ship your replacement size or color free of charge. We offer one free replacement per item.

4. Return shipping costs

  • Return shipping is paid by the customer and varies by courier and country.
  • Please use a trackable service and keep your proof of shipment.
  • We are not responsible for customs duties or import taxes charged on a return shipment.

We cannot process a return without valid tracking or proof of shipment.

5. Refunds

Every return is inspected before a refund or replacement is issued. Approved refunds go back to your original payment method; your bank may take a few business days to show it.

If we sent the wrong color or size, or your item arrived damaged or with a manufacturing defect, we offer a free replacement or a full refund.

6. Damaged, faulty or incorrect items

Email info@kinthouse.com and include:

  • Your order number
  • A clear photo or video of the problem
  • For a missing item, a photo of the package with the shipping label visible

Incomplete requests may take longer to process. If the claim is approved and the item needs to come back, the cost of returning it is refunded once we have inspected it.

7. Order cancellation

To cancel, email info@kinthouse.com within 24 hours of placing your order. Some orders are prepared and shipped within hours, so cancellation cannot be guaranteed. If it is successful, the refund goes to your original payment method.

8. European Union and United Kingdom

If your order is delivered to the EU or the UK, you have the right to withdraw from your purchase. Our 30-day return window is longer than the legal minimum, and the conditions above apply. Nothing in this policy affects your statutory rights.

9. Proof of delivery

All orders are shipped with official carrier tracking.

  • Carrier tracking confirmation serves as official proof of delivery.
  • Once a package is marked Delivered by the carrier, responsibility transfers to the recipient.
  • We are not responsible for delivery errors caused by an incorrect shipping address entered at checkout.

If tracking confirms delivery, any further investigation must begin through the claims process below.

10. "Package not received" claims

If your tracking shows Delivered but you believe you did not receive the package, you must:

  • Contact us by email within 24 hours of the marked delivery time
  • Confirm the shipping address entered at checkout
  • Check with household members, neighbors and building management
  • Contact the carrier directly to initiate a trace

Failure to contact us within 24 hours may result in denial of the claim.

Investigation period. After a claim is initiated, a mandatory 15-day waiting period applies. Packages occasionally arrive after being marked delivered too early, and during this time we coordinate with the carrier as needed.

11. Stolen packages

If a package is confirmed delivered but stolen, we offer a free replacement, provided one of the following is submitted:

  • A copy of an official police report, or
  • Clear camera footage showing the theft at the time of delivery

Refunds for stolen packages. Refunds are not issued for stolen packages unless a valid police report is provided or clear video evidence is submitted. If the documentation is approved, we may issue either:

  • A replacement (the preferred resolution), or
  • A refund, at our discretion

12. "Product not as described" claims

If you believe your item is not as described, you must:

  • Contact us within 24 hours of delivery
  • Provide clear photos of the product received, the packaging and the shipping label

We will review the claim and provide next steps. Items must be unused and in original condition for any resolution to apply.

13. Chargebacks and payment disputes

If a chargeback is filed without first using our required claims process, we will provide the following documentation to the issuing bank:

  • Proof of delivery via official carrier tracking
  • Timestamped delivery confirmation
  • A copy of this clearly posted policy
  • Proof that no contact was made within the required 24-hour period
  • Proof of agreement to this policy at checkout

Failure to follow our claims process may result in denial of the dispute by the issuing bank.

14. Agreement to terms

By completing your purchase, you acknowledge and agree that:

  • Carrier tracking constitutes delivery confirmation
  • Claims must be initiated within 24 hours
  • A 15-day investigation period applies
  • Documentation is required for stolen package claims
  • Replacement is the standard resolution method

15. Contact us

For any return or refund question, email info@kinthouse.com. We are happy to help.