Returns & Exchanges

Because our underwear is a hygiene product designed to be worn in direct contact with the skin, we maintain strict return and exchange conditions to ensure every customer receives a product that is new, unused, and sealed. By placing an order with KENKO, you agree to the policy below. This policy does not affect your statutory or consumer rights for faulty or misdescribed goods.

Need help finding your size before you buy? Email us at hello@kenko-fit.com — we're happy to guide you to the right fit.

1. Return & Exchange Eligibility

To be eligible for a return or exchange, your item must meet all of the following conditions:

• Return window: Request submitted within 14 days of the carrier-confirmed delivery date.
• Condition: Items must be unworn, unwashed, and unopened, with all original packaging, hygiene seals, tags, and inserts fully intact.
• Proof of purchase: Your order number or receipt is required.
• Non-returnable: Any item that has been opened, tried on, worn, washed, or is missing original packaging or hygiene seals is not eligible under any circumstances.

2. Exchanges

2a. Size Exchange

We offer a one-time size exchange per order line item within 14 days of delivery, provided all eligibility conditions above are met.

• What KENKO covers: We cover the outbound shipping cost to send your replacement size once your return has been received, inspected, and approved.
• What you cover: You are responsible for the cost of shipping the item back to us. We recommend using a trackable service — we cannot be held responsible for returns lost in transit.
• Limit: One exchange per order line item.
• Bundles & promotions: Bundle exchanges must be like-for-like (same pack contents and quantity). Partial bundle exchanges are not accepted.

2b. Cross-Product Exchange (Underwear → Supplement)

Prefer our supplement instead? If your underwear item meets all eligibility conditions, you can exchange it for our KENKO supplement rather than a size replacement — no extra steps needed, just let us know when you email in.

• Eligibility: The underwear item must be unworn, unwashed, unopened, and within the 14-day return window.
• Limit: One cross-product exchange per order.
• Shipping: The same rules apply — you cover return postage; we cover outbound shipping of your supplement.

3. Returns & Refunds

We do not accept change-of-mind returns for a refund. Due to the hygiene-sensitive nature of our products, refunds are offered only in the following circumstances:

• You received a verified defective or damaged product.
• You received the wrong item.

In all other cases, we encourage you to make use of our exchange options above.

4. Defective, Damaged, or Wrong Item

If your item is defective, damaged in transit, or incorrect:

1. Email hello@kenko-fit.com within 14 days of delivery.
2. Include your order number and clear photos or video showing the issue and the product packaging/seal.
3. Once verified, we will offer a replacement or a full refund at our discretion. If we require the item back, we will provide a prepaid return label.

5. How to Request an Exchange

1. Email hello@kenko-fit.com within 14 days of delivery, confirming the item is unopened.
2. Include your order number, the item you are returning, and your requested replacement (new size or supplement).
3. We will reply with a Return Merchandise Authorization (RMA) number and the return address.
4. Ship the item back using a trackable service at your cost.
5. Once received and inspected, we will dispatch your replacement. KENKO covers outbound shipping on all approved exchanges.

6. Shipping & Fees

7. Inspection & Rejections

All returned items undergo a quality inspection upon receipt. Items will be rejected if they are opened, worn, washed, stained, scented, damaged by the customer, or missing original packaging or hygiene seals.

If your return is rejected, you will be notified within 3–5 business days. You may request the item be shipped back to you within 7 days of notification, at your cost. If we do not hear from you within this window, the item may be safely disposed of.

8. Non-Eligible Items

The following cannot be returned or exchanged under any circumstances:

• Any underwear that has been opened, tried on, worn, or washed
• Free gifts or promotional items
• Items marked as "Final Sale" or "Clearance"
• Partial bundles (complete sets must be returned intact and unopened)
• Supplements that have been opened or used

9. Processing Times

10. Address & Delivery Issues

Packages that are refused, unclaimed, or returned to us due to an incorrect or incomplete delivery address are not eligible for a refund. Reshipment can be arranged upon payment of a reshipment fee.

11. Policy Misuse

KENKO reserves the right to limit or decline service to accounts that show a pattern of excessive or abusive exchange requests.

12. United States — Regional Notice

Some US states require conspicuous disclosure of return and exchange limitations at checkout. This policy does not limit any remedies available to you for defective or misdescribed goods under applicable federal or state law.

Questions about this policy? Email hello@kenko-fit.com — our team is always happy to help.