Refund & Cancellation Policy

We want to be upfront about how this works, so there's no confusion after you've placed an order.

Our Stance on Refunds and Returns

Kasumbi does not accept general returns, and we do not issue refunds, store credit, or coupons — for any reason tied to preference or change of mind. We do step in for two specific situations: a defective piece or wrong item received, and a size that doesn't fit.

If Something Arrives Damaged or Wrong

This is one case we'll make right, and we'll do it through a replacement, not a refund:

  1. Email us at care.kasumbibyanju@gmail.com within 48 hours of your delivery, along with your Order ID, a quick note on what's wrong, and clear photos or a short video.
  2. Once we've verified the issue, we'll arrange a replacement of the exact same item, provided it's still in stock. If it isn't, we'll talk you through the closest alternative we can offer.
  3. The replacement ships out once we've received the original piece back (or confirmed pickup) — no cash refunds or credit are issued at any point in this process.

Need a Different Size? 3-Day Size Exchange

If what you ordered doesn't fit, you can request a one-time size exchange:

  1. Email us at care.kasumbibyanju@gmail.com within 3 days of delivery, with your Order ID and the size you'd like instead.
  2. The item must be unused, unworn, and unwashed, with all original tags and packaging intact.
  3. Ship the item back to us at your own cost, using a trackable courier, and share the tracking number with us. Once we've received and checked it, we'll dispatch the new size to you free of charge.
  4. If your requested size isn't in stock, you're welcome to exchange for a different style of equal value instead — we're not able to offer store credit or a cash refund in place of the exchange.

This is a one-time exchange per order — a second swap on the same item isn't available. Sale, clearance, and made-to-order pieces are not eligible for size exchange (see below).

Cancelling an Order

You can cancel any time before your order has been packed and handed to our courier. Once it's shipped, it's locked in and can no longer be cancelled — write to us at care.kasumbibyanju@gmail.com as early as possible if you need to cancel.

Situations We Can't Accommodate

  • Simply changing your mind about a style or purchase
  • Items that have been worn, washed, or altered in any way
  • Natural shade variation from dyeing, embroidery, or handwork — a hallmark of handcrafted pieces, not a defect
  • Defect/wrong-item claims reported more than 48 hours after delivery, or size-exchange requests made more than 3 days after delivery
  • Sale items, clearance stock, or anything made to order

Sending an Item Back to Us

For approved defect, wrong-item, or size-exchange requests, we'll walk you through how to send the item back — please use a courier that provides tracking, and share that tracking number with us so we can follow the pickup through.

Talk to Us

Email: care.kasumbibyanju@gmail.com
Phone/WhatsApp: 8708134404
Mon–Sat, 10 AM – 6 PM