kitsybay Return & Refund Policy

Last Updated: July 16, 2026

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Overview

At kitsybay, your satisfaction guides everything we do. We take pride in the freshness of our grocery selections and the lasting quality of our kitchenware, and we back every order with confidence. Should your purchase fall short of expectations, our return and refund process is designed to be straightforward, honest, and fair from start to finish.

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Return Window

• Non-Perishable Grocery & Kitchenware: You may return these items within 30 days of the delivery date. To qualify, merchandise must be unused, unopened, and in its original resalable condition, with all original tags attached and the original packaging fully intact.
• Perishable Items: For reasons of food safety, quality assurance, and health regulations, perishable goods — including fresh produce, dairy, frozen items, prepared foods, and short-shelf-life products — cannot be returned physically. However, if a perishable item reaches you damaged, spoiled, expired, or otherwise compromised in transit, you qualify for an immediate full refund or a free replacement (a clear photo showing the issue is required within 48 hours of delivery).

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Non-Returnable Items

The following categories cannot be returned under any circumstances:

• Final sale items (clearly labeled "Final Sale" at checkout);
• Goods that have been opened, used, or partially consumed (unless they arrived defective or spoiled);
• Digital download codes, e-gift cards, and physical gift cards;
• Items harmed by improper storage, mishandling, or failure to follow the product's care instructions on your part;
• Return requests submitted after the 30-day window without prior written authorization from kitsybay.

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Return Shipping Costs & Deductions

Return Reason	Return Shipping Cost	Processing / Restocking Fee
Merchant Error (Damaged, Defective, Spoiled, Incorrect Item Sent)	100% Free (We provide a prepaid shipping label)	None ($0)
Customer Preference (Changed mind, wrong size, no longer needed)	Customer Responsible (Or choose a $7.95 prepaid label, deducted from your refund)	None ($0)

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How to Initiate a Return

1. Submit a Request: Email our customer support team at [email protected] with your Order Number, the item(s) you would like to return, and the reason for the return. If an item arrived damaged or spoiled, please include clear photos of the issue and its packaging.
2. Receive RMA & Instructions: Our team will review your request and provide a Return Merchandise Authorization (RMA) number together with return shipping instructions within 1 business day.
3. Pack Securely: Place the item(s) in protective packaging and write your RMA number clearly on the outside of the shipping box (never write directly on the original product packaging).
4. Ship Back: Send the package using a trackable shipping method to the return address included in your RMA email.

Note: Returns that arrive without a valid, pre-approved RMA number may face significant processing delays or be refused upon receipt.

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Refund Processing & Timelines

• Inspection & Processing: Once your return reaches our facility, we will inspect it within 1–2 business days.
• Refund Credit: After approval, your refund will be issued to your original payment method within 3–5 business days.
• Posting Time: Your bank or credit card issuer may require an additional 3–10 business days before the refunded amount appears on your statement.
• Shipping Cost Refunds: Original shipping charges are not refundable unless the return results from a kitsybay error (for example, a damaged item or the wrong item shipped).

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Damaged, Defective, or Incorrect Items

If your order arrives damaged, incomplete, incorrect, or with spoiled perishables, please let us know right away:

• Perishable Items: Contact us within 48 hours of delivery.
• Non-Perishable Items: Contact us within 7 days of delivery.

Please include clear photos of the affected items and the shipping package. We will promptly issue a full refund or send a free replacement at no additional cost to you.

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Contact Us & Merchant Details

If you have questions about a return, the status of your refund, or our return process, please contact our support team directly:

• Official Business Name: kitsybay
• Customer Support Email: [email protected]
• Customer Support Phone: 12106393112
• Physical Business & Return Address: 6407 COUGAR VLG, San Antonio, TX 78242, United States
• Support Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM EST | Saturday: 9:00 AM – 5:00 PM EST