Returns & Cancellations

Return & Cancellation Policy

1. Order Cancellation & Order Acceptance Policy
Upon placing an order, your purchase immediately enters a "Pending Confirmation" stage. During this preliminary period, our team will verify raw material availability, manufacturing capacity, and production schedules before the order is officially accepted.
- Before Order Confirmation: You may request an order cancellation at this stage to receive a full refund.
- After Order Confirmation: Once our team officially reviews and confirms the order, production begins immediately. Due to the nature of made-to-order and custom-crafted items, we strictly CANNOT accept any cancellations, modifications, or refunds once the order has moved into the confirmed production phase.

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2. Return and Exchange Policy (Custom & Made-to-Order Items)
Please note that all products available on our storefront (such as custom carbon fiber long fins and paddles) are premium, personalized gear manufactured entirely to your unique individual specifications. Because these items are uniquely created for you and cannot be refurbished or resold to other consumers, ALL SALES ARE FINAL.
We strictly DO NOT accept returns, exchanges, or refunds for customer-related reasons, including but not limited to:
- Change of mind or buyer's remorse
- Incorrect sizes or specifications selected by the customer
- Incorrect items ordered by mistake
- Standard logistics and shipping delays
- Any other personal subjective reasons
By completing your checkout, you explicitly acknowledge and agree to this policy.

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3. After-Sales, Defective, or Damaged Items
We are fully committed to providing highly cost-effective, custom-made products through direct-from-factory manufacturing. Due to the nature of custom craftsmanship, minor variations, slight cosmetic imperfections, subtle painting differences, small surface abrasions, or minor color discrepancies that do not interfere with the product's actual performance are considered standard results of the production process and do not qualify as defects.
However, if your product arrives with severe transit damage, a clear manufacturing specification error on our part, or a major structural defect that renders the equipment completely unusable, please contact our support team within 7 days of delivery.
To initiate an after-sales review, please provide our team with:
- Your Order Number
- A detailed description of the functional issue or defect
- Clear photos or a short video clip demonstrating the severe defect or damage
Once our team verifies and approves the issue, an authorized remedy will be provided.

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4. Return Procedures & Return Shipping Address
Authorized returns approved by our team due to valid justifications must be designated and shipped to our fulfillment center listed below:

【Return Shipping Address】
Address: 1503-1 Shindachishiba, Sennan-shi, Osaka, Japan
Recipient: kkmole Customer Support (Within TOUGEN-HARC)

※ IMPORTANT: Any packages returned directly to the above address without prior communication and explicit written email approval from our team will be strictly rejected and turned away by the warehouse under all circumstances (the package will be directly returned to the sender). You must contact support@kkmole.com prior to returning any items to obtain the mandatory Return Merchandise Authorization (RMA) and specific instructions.

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5. Return Shipping Fee Responsibility
- Returns Due to Our Responsibility: If a return is authorized due to our clear error or liability (such as severe product defects, transit damage, or incorrect items sent), we will fully cover the return shipping costs.
- Returns Due to Customer's Responsibility: In the rare event that a return or action is specially approved for non-quality or customer-related reasons, the customer shall be solely responsible for the return shipping fee. The actual cost will be determined by the express courier company you choose.

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For any further assistance or inquiries regarding our after-sales support, please do not hesitate to contact us at: support@kkmole.com