Returns Policy

1. What is covered

• Every order placed on kendostar.com.
• Every product - bogu, uniforms, shinai, accessories. Including made-to-order and custom items: order-made bogu, and anything built to your own measurements and specification.
• 30 days from delivery - if your bogu is made to order and takes weeks to reach you, your 30 days start when it arrives.

Gift cards are the one exception. They are not covered.

2. What “regardless of reason” means

It means that we accept every return. Changed your mind, wrong size, does not feel like you hoped, or something is genuinely wrong with it - all of it qualifies.

What we do ask is what is wrong, and for photos. We need this to work out which fix is the right one, and whether we need the whole set back or just the one piece.

3. How to start

Fill in the returns form and tell us three things:

• your order number and product name
• a description of what is wrong, or of what made you change your mind
• photos of the item

Photos matter most for anything you are calling a fault. A clear picture of the problem usually means we can propose a solution faster.

Start a return

4. What happens next

We will reply within 7 days. Usually much sooner.

We will tell you what we are proposing, and whether we need the complete set back or just part of it. Do not send anything back before we have spoken.

5. The three most likely outcomes

Sometimes there is a better answer than those three - a repair, for instance. If there is, we will propose that instead.

Which one you are offered is decided by us, case by case, on what actually happened. So is whether the whole set comes back or only the piece that is the problem.

If the item is genuinely faulty, your legal rights take over from our discretion: you choose between a repair and a replacement, and depending on the circumstances you may be entitled to a refund instead. The choice is ours only where you are returning something for any other reason.

6. Exchanging for something different

If you are exchanging for a different product, the price difference is settled before you send anything back:

• Costs more - we send you a payment link for the difference.
• Costs less - we refund the difference to you.

7. Sending it to us

We will give you the return address in our reply. There is no single one: where an item needs to go depends on what it is and what has happened to it, so we tell you at the point we agree what we are doing.

You pay the return postage - unless the item was faulty, or we sent you the wrong product. When the mistake was ours, the cost of returning it is on us, and we will agree with you how to handle it in our reply.

Please:

• use a tracked and insured service and keep your proof of postage. Until the parcel reaches us it is your responsibility, and a claim for a parcel lost or damaged on the way is between you and the courier you chose. In case the return is because the item was faulty or we sent you the wrong product, we arrange the carriage and we carry the risk.
• write your order number on the outside and the inside of the parcel.

Import or customs fees charged on a parcel you send back to us are yours, not ours. We do not pay them and we cannot reimburse them. A parcel carrying an unpaid charge often never reaches us at all. Customs holds it, the charge goes unpaid, and the parcel is sent back to you - which leaves your return unresolved and the item in your hands again, weeks later. Marking the declaration properly is what prevents that. This does not apply where the item was faulty or we sent you the wrong product: then we arrange the return and any such cost is ours.

8. Coming back to you

We inspect the item when it arrives. Within 7 working days of that, we issue the refund, or send out your replacement, exchange, or repaired item.

If you are cancelling under your legal right to do so rather than using this policy, your refund is issued within 14 days of the item reaching us.

Refunds go back to the payment method you used originally. Your bank may take a few days more to show it.

All refunds will be issued for the amounts paid, accounting for any applied discounts. Any loyalty points that were used to receive discounts will be refunded to your account. Points you earned on the order are removed when it is refunded.

You get that same currency back, and the same amount you paid. Exchange rates moving in the meantime does not change what reaches you.

For replacements, exchanges, or repairs, we cover the shipping costs to send the item back to you. While import costs should not apply to returned goods, any customs fees incurred are not covered by this policy. In case the item was faulty or we sent you the wrong product - then any such cost is ours, not yours.

A replacement or an exchange carries whatever is left of your original 30 days, not a new 30. After that, the item you end up with is covered by our warranty and by your legal rights.

9. What condition the item can be in

Any condition. You are meant to have used it. So send it back as it is. There is no condition test here. If what arrives is not what your photos showed, we will come back to you before we do anything - but that is a conversation, not a refusal.

10. What is not covered

• Items lost or damaged on the way back to us, where you arranged the postage. When the return is our fault we arrange it, and then the risk is ours.
• Import or customs fees charged on a parcel you send back to us, except where the item was faulty or we sent you the wrong product, in which case any such cost is ours.
• Gift cards.

12. Questions?

Contact us at mail@kendostar.com