If you have received a broken item , if there are parts or elements missing from your order or if you are simply not satisfied and wish to return an order or product.
Once the order has been received, you have 14 calendar days to report any incidents to us.
Please follow the steps below:
1. Log in and go to the “My Orders” section.
2. Select the order you wish to return by clicking on “view order”.
3. Click on “Make a return or report an incident”.
4. Complete the return or incident request, selecting the option “The product was damaged during transport”, “Missing part and/or package”, “I received something I didn't ask for”, or “It doesn't meet my expectations”, depending on the problem encountered.
5. You must attach images of the damaged/faulty product and its packaging, indicate the most convenient collection time for you (if applicable) and add any comments. Please provide as much detail as possible to help speed up the process.
Product return : in order for the carrier to collect your order, it must be disassembled, in its original packaging and with its internal protections.
Product Warranty:
Please note that our products have a 2-year warranty (from the delivery of the product). The procedure for reporting a problem with a product under warranty is the same as described above.
No, in case of return for withdrawal, you will be refunded the amount of the returned products. The initial shipping costs will not be refunded.
Return costs will be at your expense.
You can cancel your entire order as long as it has not been shipped or, in the case of personalized products, as long as they have not started to be manufactured. Follow these steps to cancel your order:
If your order has already been shipped, or if the manufacturing of the personalized product has started, you will not be able to cancel it. In this case, you will have to wait to receive it and then request a return from your customer account.
Note: If the manufacturing of your order including personalized products has already started, it will no longer be possible to cancel or return it, as these items are made especially for you.
Once the product has been received in our warehouse and verified that everything is correct, we will proceed to refund* within a maximum of 14 days . This period may vary depending on the payment method used or the specific conditions of your bank. If after 15 days you have not received the refund, contact us here .
*In case of return for withdrawal, you will be refunded the amount of the returned products. The initial shipping costs will not be refunded.
If your order has not yet left our warehouse, please contact us via our contact form .
If your order has already been shipped . You must wait to receive it and make the return request from our site, by logging into your account. Then, you can place a new order to purchase the desired product(s).
Once your order has been delivered, you will need to make a return request within 14 calendar days, from your customer account on our site.
Then you can place a new order to purchase the desired product(s).
At Kansobi, we aim to ensure a hassle-free shopping and return experience for our customers. However, it is important to note that we cannot take responsibility for products that are not our brand and have been returned in error.
We recommend that you carefully check your products and the carrier's return slip before making the return.