Returns & Refund Policy

Last Updated: October 3, 2026

At Kado, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, eligible items may be returned or exchanged in accordance with the terms of this Returns & Refund Policy.

Please review the requirements below before sending an item back.

1. Return Overview

Kado accepts eligible returns within 30 days from the date of delivery.

The following general conditions apply:

  • Return Window: 30 days from delivery

  • Refund Processing: Within 14 business days after the returned item is received and inspected

  • Restocking Fee: None

  • Change-of-Mind Returns: Accepted if all return conditions are met

  • Damaged or Defective Items: Eligible for assistance when reported within 48 hours of delivery

  • Incorrect Items: Eligible for replacement after verification

  • Exchanges: Available for eligible items, subject to product availability

  • Return Shipping: Customer is responsible for return shipping for change-of-mind returns or returns caused by customer error

  • Kado Error: Kado will cover the return shipping cost when the wrong or damaged item was sent by Kado

2. Return Eligibility

To qualify for a return, the item must be:

  • Returned within 30 days of delivery

  • Unused

  • Unworn

  • In its original condition

  • Returned with original packaging, tags, accessories, and documentation where applicable

  • Free from damage, stains, odors, alterations, or signs of use

Items that have been worn, used, damaged, altered, or returned without required components may not qualify for a refund or exchange.

3. Damaged or Defective Items

If your order arrives damaged or an item appears to have a defect, please contact Kado within 48 hours of delivery.

Please provide:

  • Your order number

  • A clear description of the issue

  • Clear photographs of the item

  • Photographs of the packaging when relevant

Please do not use, wash, alter, repair, or otherwise modify a damaged or defective item before contacting us.

After reviewing the information, Kado will determine the appropriate resolution in accordance with this policy.

When the issue is confirmed as a qualifying damage or defect, Kado will provide an appropriate resolution, which may include a replacement.

4. Incorrect Item Received

If you receive an item that is different from the item you ordered, please contact Kado within 48 hours of delivery.

Please provide your order number and clear photographs showing the item received.

After verification, Kado will arrange a replacement for the correct item, subject to availability.

If the correct replacement is unavailable, Kado may provide an alternative resolution, such as a refund.

When an incorrect item was sent by Kado, the applicable return shipping costs will be covered by Kado.

5. Change-of-Mind Returns

Kado accepts change-of-mind returns within 30 days of delivery, provided that all return eligibility requirements are satisfied.

The item must be unused, unworn, undamaged, and returned in its original condition with applicable packaging, tags, accessories, and documentation.

Customers are responsible for the return shipping cost for change-of-mind returns.

The original shipping cost, if any, is not refundable. Kado currently provides free domestic shipping, but this does not mean customers are entitled to reimbursement for any separate return shipping costs they choose to incur.

6. Sale and Final-Sale Items

Sale and final-sale items are eligible for return under the same applicable return conditions described in this policy.

The item must still be returned within the applicable 30-day return period and meet the requirements for condition, packaging, and eligibility.

A discount or promotional price does not automatically remove the customer's right to request an eligible return.

7. Return Process

To start a return, contact Kado at support@kado.com with your order number and the reason for your return.

Kado will provide the applicable return instructions.

Once your return has been authorized:

  1. Carefully package the item to help prevent damage during transit.

  2. Include the required order information with the return.

  3. Ship the package according to the return instructions provided by Kado.

  4. Keep your shipping receipt and tracking information until the return has been completed.

  5. Kado will inspect the returned item after it is received.

Customers should not send returns to the business address listed below unless Kado specifically instructs them to do so.

8. Return Shipping Costs

For change-of-mind returns, incorrect customer information, incorrect product selection, or other returns caused by the customer, the customer is responsible for the return shipping cost.

When Kado sends a damaged, defective, or incorrect item, Kado will cover the applicable return shipping cost in accordance with the resolution provided.

Kado will provide return instructions where necessary before the customer sends an item back.

9. Refund Policy

Once an eligible returned item has been received and inspected, Kado will process an approved refund within 14 business days.

Approved refunds will generally be issued to the original payment method used to place the order.

The refund processing period begins after Kado receives the returned item and completes the applicable inspection.

10. Refund Amount

For an approved return, the eligible refund generally covers the purchase price of the returned item.

Applicable sales tax associated with the refunded item may also be refunded where applicable.

For customer-initiated change-of-mind returns, the customer remains responsible for the return shipping cost.

Kado does not charge a restocking fee.

If a return does not meet the eligibility requirements, the refund may be reduced, denied, or otherwise handled based on the condition of the returned item and applicable requirements.

11. Refund Delays

After Kado processes an approved refund, the time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.

If Kado confirms that your refund has been processed but the funds have not yet appeared after a reasonable processing period, please contact your payment provider first and then contact Kado if further assistance is required.

12. Exchanges

Kado offers exchanges for eligible items within the applicable 30-day return period, subject to product availability.

The item being exchanged must meet the applicable return conditions.

If the requested replacement item is unavailable, Kado may offer an alternative resolution, including a refund where applicable.

For an exchange resulting from a damaged or incorrect item sent by Kado, Kado will provide the applicable return instructions and cover the relevant return shipping cost.

13. Customer Responsibilities

Customers are responsible for:

  • Providing accurate order and contact information

  • Reviewing the item and order after delivery

  • Requesting eligible returns within the applicable return period

  • Keeping returned items in their original condition

  • Packaging returned items securely

  • Following Kado's return instructions

  • Retaining return tracking information until the return is completed

Customers should not send an item back without first contacting Kado and receiving the applicable return instructions.

14. Items That May Not Qualify for Return

An item may not qualify for return or exchange if it:

  • Has been worn or used

  • Has been damaged after delivery due to customer handling

  • Has been altered, modified, repaired, or washed

  • Shows significant signs of wear

  • Is returned outside the applicable 30-day return period

  • Is missing required packaging, tags, accessories, or components where applicable

  • Cannot be reasonably identified with the original order

These restrictions do not limit any rights a customer may have under applicable law.

15. Partial Returns and Multiple-Item Orders

If an order contains multiple items, customers may request a return for eligible individual items rather than necessarily returning the entire order.

Each returned item will be evaluated separately according to this policy.

Promotional discounts, bundle pricing, or other order-level offers may affect the amount refunded when only part of an order is returned.

16. Promotional Discounts

If an order was purchased using a promotional code, discount, bundle offer, or other promotion, the refund amount may reflect the actual amount paid for the returned item.

Returning only part of a discounted or promotional order may affect the remaining promotional pricing where applicable.

17. Return Inspection

All returned items are subject to inspection after receipt.

Kado will review the condition of the item and confirm whether the return meets the requirements of this policy.

Refunds and exchanges are processed only after the applicable return requirements have been verified.

18. Policy Updates

Kado may update or modify this Returns & Refund Policy from time to time to reflect changes to our business practices, services, or applicable requirements.

Any updated version will be posted on this page with a revised "Last Updated" date.

The policy version applicable to a particular order will generally be determined based on the policy in effect when the order was placed, subject to applicable law.

19. Contact Information

If you have questions about a return, refund, exchange, damaged item, or incorrect order, please contact Kado using the information below.

Business Name: Kado
Business Email: support@kado.com
Business Address: 569 Lexington Ave, New York, NY 10022, United States
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM ET
Order Cut-Off Time: 5:00 PM ET

Kado is committed to providing clear return instructions and helping customers resolve eligible return, refund, and exchange requests as efficiently as possible.