Refund policy
Last Updated: 29 August 2026
At Komiis, we carefully check every order before dispatch to ensure that you receive the product you ordered in proper condition.
Since our products are fashion garments and many pieces are packed, prepared and dispatched specifically for individual orders, we do not offer general returns or exchanges for change of mind, personal preference, sizing issues or styling preferences.
However, we understand that genuine issues can sometimes happen. If you receive an incorrect product or a product with a genuine manufacturing defect, we will review the issue and help with an appropriate resolution.
1. When Can I Request a Return or Exchange?
A return or exchange may be considered only in the following situations:
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You received a different product from the one you ordered.
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You received the wrong size/design/variant due to an error from Komiis.
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The product has a significant manufacturing defect that was present when you received it.
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A substantial part of the ordered product is missing from the package.
Every request is reviewed individually. Approval is not automatic simply because a return request has been submitted.
2. Reasons for Which We Do Not Accept Returns
We do not accept returns or exchanges for:
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Change of mind after placing the order.
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Customer no longer wanting the product.
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Product not matching personal expectations.
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Colour preference or slight colour difference.
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Minor differences in embroidery, printing, thread work, sequins or embellishments.
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Minor loose threads or finishing variations that do not affect the use of the garment.
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Size or fitting issues when the customer selected the size incorrectly.
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Product being considered unsuitable after trying it on.
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Difference in appearance caused by lighting, photography, screen settings or display devices.
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Delay caused by the courier or circumstances outside Komiis's direct control.
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Products that have been worn, washed, altered, ironed incorrectly, damaged or otherwise used.
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Products without original tags, packaging or accessories.
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Any issue reported after the applicable complaint period.
Please check the size, colour, product details and description carefully before placing your order.
3. Unboxing Video – Important
We strongly recommend recording a continuous, uninterrupted unboxing video when opening your parcel.
The video should clearly show:
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The unopened parcel.
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The shipping label.
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The condition of the package before opening.
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The complete opening of the parcel.
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The product and all items received.
For claims involving a missing, damaged or incorrect item, Komiis may request the unboxing video and other evidence before approving the claim.
An edited, incomplete or unclear video may not be sufficient to establish what happened to the parcel.
4. How to Report a Problem
If you believe there is a genuine issue with your order, please contact Komiis within 24 hours of delivery.
Please provide:
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Order number.
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Clear photographs of the product.
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A clear video showing the issue.
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Photographs of the packaging and shipping label.
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Unboxing video, if available.
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A short description of the problem.
Our team will review the information and determine whether the issue qualifies under this policy.
Please do not send any product back without receiving approval from Komiis first.
Unauthorised returns may not be accepted.
5. Product Condition for Approved Returns
If Komiis approves a return or exchange, the product must be:
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Unworn.
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Unwashed.
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Unaltered.
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Free from stains, perfume, makeup, damage or other signs of use.
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Returned with original tags and packaging.
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Returned with all accessories, if applicable.
Products that show signs of use or customer-caused damage may be rejected.
6. What Happens After We Approve a Claim?
Depending on the nature of the issue and availability of the product, Komiis may provide one of the following resolutions:
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Replacement of the product.
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Exchange for another available item.
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Store credit.
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Refund, where applicable.
The resolution will depend on the circumstances of the case and product availability.
If the same product is unavailable, Komiis may offer an alternative resolution.
7. Refund Policy
Refunds are not provided for ordinary change-of-mind requests or personal preferences.
Where a refund is approved for an eligible issue, the refund will be processed using the applicable payment method or another mutually suitable method.
Any applicable shipping, payment gateway, transaction or other non-refundable charges may be deducted where permitted and applicable.
The time taken for the amount to reflect in the customer's account may depend on the payment provider or bank.
8. Shipping Charges
Original shipping charges are generally non-refundable.
For an approved return or exchange caused by an error attributable to Komiis, the applicable return shipping arrangement will be communicated to the customer separately.
Customers should not send a parcel back independently without receiving instructions from Komiis.
9. Size & Fitting
Customers are responsible for selecting the appropriate size based on the size information provided on the product page or by our team.
A product cannot normally be returned or exchanged because:
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The customer selected the wrong size.
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The customer expected a different fit.
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The garment fits differently than expected.
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The customer changed their preferred size after delivery.
Where measurements are provided, customers are advised to check them carefully before placing the order.
Please contact our team before ordering if you need help choosing a size.
10. Colour & Product Appearance
We make every effort to display product colours as accurately as possible.
However, colours may appear slightly different depending on:
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Photography lighting.
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Camera settings.
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Mobile or computer screens.
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Display brightness and colour settings.
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Indoor or outdoor lighting.
Small variations in colour, embroidery, print placement, thread arrangement or embellishment are not necessarily considered defects.
Hand-finished or embellished garments may naturally have minor variations, which are part of the character of the product.
11. Sale & Promotional Products
Products purchased during:
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Sale events
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Clearance sales
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Promotional offers
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Special discounts
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Limited-time offers
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Other specially priced campaigns
are generally not eligible for return or exchange, except where an eligible incorrect-product or genuine manufacturing-defect issue is established.
12. Customised or Special Orders
Products that are customised, altered, stitched, modified or specially prepared according to customer instructions are not eligible for return or exchange due to change of mind or preference.
Any issue relating to such an order must be reported within the applicable complaint period.
13. Courier Damage
If the parcel appears visibly damaged when delivered, customers are advised to record the condition of the package before opening it.
If the product inside is damaged, please contact Komiis within 24 hours of delivery with photographs and video evidence.
The matter may also need to be reported to the courier partner where required.
14. Missing Items
If an item appears to be missing from your order, please contact Komiis within 24 hours of delivery.
We may request:
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Unboxing video.
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Photographs of the parcel.
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Shipping label.
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Package condition.
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Order details.
After reviewing the evidence, Komiis will determine the appropriate resolution.
15. Cancellation Policy
Orders may be cancelled only before they are processed or dispatched, where cancellation is possible.
Once an order has been processed, packed or dispatched, cancellation may no longer be possible.
For COD orders, repeated refusal or intentional non-acceptance of parcels may result in restrictions on future COD orders.
16. COD Orders
For Cash on Delivery orders, customers are expected to accept the parcel when delivered.
Refusing a COD parcel without a genuine reason may result in:
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Future COD restrictions.
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Requirement of prepaid payment for subsequent orders.
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Cancellation of future orders at Komiis's discretion.
Customers should not place COD orders with the intention of refusing delivery or ordering multiple products solely to decide after delivery.
17. Fraudulent or Abusive Claims
Komiis reserves the right to investigate suspicious claims.
This may include situations involving:
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Repeated false complaints.
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Product substitution.
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Returning a different product.
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Customer-caused damage.
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Manipulated or misleading evidence.
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Repeated refusal of COD orders.
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Abuse of return or refund procedures.
Where fraud or misuse is reasonably suspected, Komiis may reject the claim and restrict future orders.
18. Delivery Delays
Komiis works with third-party courier partners to deliver orders.
Delivery timelines may occasionally be affected by:
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Weather.
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Festivals or holidays.
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Operational issues.
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Remote delivery locations.
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Transportation delays.
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Natural events.
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Government restrictions.
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Other circumstances outside our reasonable control.
A courier delay does not automatically qualify an order for cancellation, return or refund.
19. Important Note About Product Images
Product photographs are provided to give customers a representation of the actual product.
Due to photography conditions, lighting, screens and minor production variations, the delivered product may have slight differences in appearance while remaining the same product described and ordered.
Such minor differences do not automatically qualify as a return or refund.
20. Final Review of Claims
Every return, exchange or refund request is reviewed based on the order details, product condition, photographs, videos and other available evidence.
Komiis reserves the right to request additional information before reaching a decision.
Where a claim does not meet the requirements of this policy, it may be declined.
21. Contact Us
For any questions regarding your order, delivery, return, exchange or refund request, please contact our customer support team at:
Email: support@komiis.com
When contacting us, please include your order number and relevant details so our team can assist you efficiently.
Our Commitment
We want every Komiis order to reach you exactly as expected.
At the same time, because our products are fashion items and each order involves packing, processing and shipping costs, we cannot accept unrestricted returns based on personal preference.
We therefore ask customers to carefully review the product details, size information, colour, price and other information before placing an order.
By placing an order with Komiis, the customer acknowledges and agrees to the terms of this Return, Exchange & Refund Policy.