Return and Refund Policy

Return and Refund Policy

Last Updated:​ March 20, 2026

We are committed to ensuring you have a satisfying shopping experience. Given the variety of products and services we offer, this policy categorizes the rules based on the nature of the goods. Please read carefully before making a purchase.

1. Scope and Basic Principles

1.1 This policy applies to all products and services you purchase through this website.

1.2 Core Principles:

  • Physical Goods: May be eligible for return and refund, provided the conditions are met.
  • Digital/Virtual Goods & Services: Due to their replicable nature and the fact that delivery cannot be undone, returns or refunds are generally not accepted, unless otherwise mandated by law or explicitly stated as an exception in this policy.
  • Customized Services & Goods: As they are produced according to your specific requirements, returns or refunds are not accepted unless there is a major defect.

2. Specific Policies by Product/Service Category

2.1 Games & Digital Products (Virtual)

  • Includes: Digital game keys, in-game virtual currency (e.g., gems, points), downloadable content (DLC), in-game skins, cosmetics, etc.
  • Policy: All sales are final once the key is redeemed, activated, delivered, or the top-up is successfully completed. No returns or refunds.
  • Exceptions: We may, at our discretion, consider a request only if you can prove the following and submit the request within 24 hours of purchase:
    • The key cannot be activated​ due to a fault on our part.
    • The purchased content is completely unusable​ for technical reasons (subject to our verification).

2.2 Game Peripherals & Physical Products

  • Includes: Controllers, figurines, apparel, posters, and other physical merchandise.
  • Return Conditions:
    • A return request must be submitted within 7 calendar days​ of you receiving the product.
    • The product must be in new, unused, unassembled condition​ with original packaging intact (including factory seals, labels, all accessories, and free gifts).
    • The damage was not caused by customer misuse or improper storage.
  • Non-Returnable Situations:
    • The product has been used, unsealed, or is damaged due to mishandling.
    • Subjective reasons such as compatibility or appearance (non-quality issues).
    • The return period has expired.

2.3 Customized Services & Goods

  • Includes: Custom game character design, physical goods engraving/printing, personalized controller modifications, etc.
  • Policy: Returns and refunds are generally not accepted.​ This is because production has commenced based on your specific requirements, making the goods/services specific to you.
  • Exceptions: Returns or refunds may be negotiable only if the finished custom product has a major, objective discrepancy​ from the design confirmed by both parties. Any loss resulting from incorrect information you provided or a change of mind will be borne by you.

2.4 Game Services

  • Includes: Game leveling/boosting, companion play, account management services, strategy coaching, etc.
  • Policy: Once service execution has begun, fees paid are non-refundable.
  • Note: Please confirm the service details, timeline, and requirements before purchase. The service start time is defined by mutual agreement or when the service provider accepts the order.

2.5 Game Accounts

  • Includes: Third-party platform accounts (e.g., Steam, Epic) that are pre-loaded with games or other content.
  • Policy: All sales are final. No returns or exchanges.
  • Important Risk Notice: Account trading carries inherent risks such as platform bans or seller account recovery. Your purchase indicates you are aware of and voluntarily assume all such risks. We merely provide a platform for transaction information and are not responsible for the subsequent security of the account.

3. Return & Refund Process (Applicable only to eligible physical goods)

3.1 Submit Request: Within the return period, email our support at service@kitokito-eth.com. Provide the order number, product name, reason for return, and attach photos/videos showing the product’s condition.

3.2 Review & Authorization: Our team will review within 1-3 business days. If eligible, we will send you a Return Authorization Notice​ and the return address. Do not ship the item back without this authorization.

3.3 Ship the Item: Package and ship the item as instructed in the authorization notice. We recommend keeping the tracking number​ for your records. You are responsible for damage during transit due to insufficient packaging.

3.4 Inspection & Refund:

  • After we receive the return, we will inspect it within 5 business days.
  • Upon passing inspection, we will initiate the refund within 3 business days.
  • The refund will be issued to the original payment method. Processing by your bank/payment provider may take an additional 5-15 business days.

4. Shipping & Handling Fees

4.1 For returns due to product quality issues​ or our error (e.g., wrong item shipped), we will cover the cost of return shipping.

4.2 For returns due to personal reasons​ (e.g., change of mind, incompatibility) that are otherwise eligible, you are responsible for the cost of return shipping.

4.3 All refunds exclude​ the original order’s shipping cost (if any).

5. Contact Us

If you have questions about this policy or a specific return, please contact our after-sales team:

  • Dedicated Email: service@kitokito-eth.com(For faster processing, please use the subject line: “Return Request: Order Number XXXX”)
  • Live Chat: Via the website chat tool (please contact us during service hours).