Refund policy

Last updated: 29 August 2026

At kssan, we want you to be happy with every purchase. This policy explains your statutory rights under EU consumer law (including the EU Consumer Rights Directive) and how returns and refunds work in our store.

1. Your Right of Withdrawal (14 Days)

As an EU consumer, you have the right to withdraw from a purchase within 14 days from the day you (or a third party nominated by you, other than the carrier) physically receive the goods — without giving any reason.

To exercise this right, simply inform us of your decision before the 14-day period expires by emailing 777fatchoi@gmail.com with your order number. You may use (but are not required to use) this statement:

"I hereby give notice that I withdraw from my contract of sale of the following goods: [order number / product name]."

2. Returning the Goods

After notifying us, you have 14 days to send the goods back to the return address we provide. Goods should be returned unused, in their original packaging, and in resalable condition where possible. Please note:

• Hygiene items (e.g. earrings and other pierced jewellery, items that come into direct contact with the skin, and are sealed) can only be returned if the seal remains intact;
• Return shipping costs for withdrawal are borne by you, unless the goods were defective or we delivered the wrong item;
• We recommend using a trackable shipping method, as we cannot refund items lost in transit on their way back to us.

3. Refunds

Once we receive the returned goods (or proof that you have sent them), we will refund all payments received from you, including original delivery costs (standard shipping only), using the same payment method you used for the order, within 14 days.

We may withhold the refund until we have received the goods or received proof of return shipment, whichever comes first.

4. Defective or Incorrect Goods (Your Statutory Guarantee)

EU law gives you a minimum 2-year legal guarantee of conformity from the date of delivery. If a product is defective, arrives damaged, or does not match its description, you are entitled to a repair, replacement, or (where repair/replacement is impossible or fails) a price reduction or full refund — at no cost to you.

In this case, please contact us with your order number and photos or a short video of the issue, and we will arrange the solution. We cover all shipping costs for defective goods.

5. Order Cancellation Before Shipping

If you change your mind before your order has shipped, contact us as soon as possible and we will cancel it and issue a full refund. Orders that have already shipped follow the withdrawal process in Sections 1–3.

6. Non-Returnable Items

• Gift cards and discount codes;
• Personalised or custom-made products;
• Opened hygiene-sealed items (see Section 2).

7. Damaged or Lost Parcels

If your parcel arrives damaged or goes missing in transit, contact us within 14 days of the expected delivery date and we will work with the carrier to resolve it — either a replacement or a full refund. Please keep the packaging and take photos if the parcel is damaged.

8. Contact Us

Email: 777fatchoi@gmail.com

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.