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RETURNS & GUARANTEE
We have a risk-free 60-day guarantee!
If any of the Kenko Back products do not live up to their claims, just send us an email at support@kenkoback.com and you will be able to claim a full refund, provided it is within 60 days of delivery.
Defective Product
We're incredibly confident in the quality of our product. Unfortunately, on the odd occasion, a product may damage during transit or arrive defective. If this is the case, please email us at support@kenkoback.com with proof of the defective product and we will provide a choice of a free re-shipment of the product or an immediate refund on the purchase. Emails for a defective product must be sent within 60 days of delivery of the product.
Note: For health and safety purposes, consumable and wearable items may only be returned/refunded provided they are in their original packaging, unopened, and sealed.
How do I return something?
If you are unsatisfied with your order - please contact our support and we will do our best to help you out!
Our Returns Policy time frame is 60 days from when an order arrives at your address. The buyer is responsible for returning the product/s to us for assessment, repair, or exchange. Please note that original priority shipping fees are non-refundable.
At Kenko Back, we work hard to provide our customers with the best possible experience. Part of that experience is our easy and efficient return policy. In order to make sure that your return is processed properly, please reach out to us first at support@kenkoback.com so we can provide you with the return address closest to you.
Orders returned to a different address may result to delayed or denied refund or exchange. So please reach out to us first, and we'll be happy to help you initiate the return process.
When you’re shipping your items back to us, kindly reference the return to your name, shipping address, and order number to make sure it will be processed accordingly. Once we receive your package, we will quality check it to ensure there is no damage and then process a refund for you.
We suggest using a mailing option that allows you to track your package to ensure that we receive it. Please wrap your package carefully, as we won't be able to process your exchange or refund if the product has been damaged.
As of today, we do not accommodate returns through direct drop-offs to our return address.
If you need us to cancel your order for any reason, please get in touch as soon as you can. Once an order is in our system, it can’t be edited and we can’t usually stop our warehouse from completing the shipping process once it has started, so it’s important that you let us know as early as possible. If we manage to prevent your order from being dispatched, we will cancel it and you’ll receive a full refund. If we’re unable to do so, don’t worry! You can return your order to us using the process above.