Refund policy

Return & Refund Policy

We partner with a Print-on-Demand supplier (Printful) to create and ship products after your order is placed. Because of this, products are made uniquely for you — which affects how returns and refunds work.

Custom & Personalised Items — Non-Refundable

Items that are made specifically for you — including those with pet portraits, personalised designs, or custom text — are non-refundable and non-returnable. These products are created uniquely for your order and cannot be resold.

If a custom item arrives damaged, defective, or misprinted, please contact us within 30 days of delivery with photos of the issue and your order number. We’ll submit a claim with our supplier and arrange a replacement or refund. (Printful covers these issues as fulfillment errors.)

Non-Custom Items

For non-personalised products, returns are accepted within 14 days of delivery if all of the following are true:

  • Item is unworn and unwashed

  • All original tags are attached

  • The item is in its original condition

We will issue a refund to your original method of payment (less original shipping costs) once the return is approved.

Note: Because products are printed on demand, items returned for reasons other than defect (e.g., wrong size, you changed your mind) are processed by us — not by Printful — and you may be responsible for return shipping.

Damaged, Defective, or Incorrect Orders

If your order arrives with a defect, damage, or is incorrect, contact us within 30 days of delivery with photos and your order number. We’ll coordinate with our supplier to provide either:

  • A replacement reprint, or

  • A refund

In most cases, you won’t need to physically return the item to the supplier.

Return Shipping

Customers are responsible for return shipping costs for non-defect returns unless the item is damaged or incorrect. If you choose to offer return shipping labels, we will provide details when your return is approved.

If items are returned to our supplier’s facility, they may be held for up to 30 days and then donated to charity if unclaimed.

How to Start a Return or Issue

To initiate a return or report an issue, email us at returns@kodayuki.com with:

  • Your order number

  • Photos of the item

  • A brief description of the reason

We’ll respond with the next steps and any applicable shipping information.

Exceptions & Legal Notes (EU Customers)

Under EU law, personalised or made-to-order items are not covered by the right of withdrawal.

Our Commitment

We want you to love every piece you receive. If something doesn’t seem right, just reach out — we’re here to help make it right.