Return & Refund Policy

We carefully inspect every product before shipment. If you receive a damaged, defective, incorrect, or incomplete product, please contact us immediately so that we can resolve the issue as quickly as possible.

Due to the customized nature of many of our products, not all items are eligible for return or refund.

You may request a return or replacement if:

• You received the wrong product.
• The product was damaged during delivery.
• The product has a manufacturing defect.
• The quantity differs from the confirmed order.
• The product does not match the approved design or order specifications.

The following items are not eligible for return or refund unless they are defective or incorrectly supplied:

• Customized products with customer-approved artwork or logos.
• Products manufactured according to customer specifications.
• Products damaged due to misuse, negligence, or improper handling after delivery.
• Products returned without original packaging, where applicable.
• Products showing signs of use or alteration.
• Clearance, promotional, or special-offer items, unless defective.

As KumuGroup specializes in customized promotional products, customers are responsible for reviewing and approving all artwork, text, spelling, colors and design proofs before production begins.

Once production has started after customer approval:

• Orders cannot normally be cancelled.
• Returns will not be accepted due to spelling mistakes, design preferences, color preferences, or customer-approved artwork errors.

If you believe your order qualifies for a return, please follow this process:

Once the returned product is received, our quality control team will inspect it.

If the return request is approved, we will offer one of the following:

The appropriate resolution will depend on the nature of the issue.

Refunds are approved only after verification and inspection of the returned product.

Approved refunds will be processed through the original payment method.

This timeline may vary slightly depending on your bank, mobile financial service provider, or payment gateway.

Orders may be cancelled before production or shipment begins.

Customized orders that have entered production cannot normally be cancelled.

If cancellation is approved before production starts, any applicable payment will be refunded according to this policy.

If the outer packaging appears damaged upon delivery:

• Inspect the product before accepting the package whenever possible.
• If significant damage is visible, inform the delivery personnel immediately.
• Contact KumuGroup as soon as possible and provide photographs or videos where available.

Customers are responsible for providing accurate delivery details.

KumuGroup is not responsible for delays, failed deliveries, or additional delivery charges resulting from incorrect or incomplete addresses provided by the customer.

KumuGroup shall not be responsible for delays or inability to process returns or refunds caused by circumstances beyond our reasonable control, including:

• Natural disasters
• Floods
• Political unrest
• Government restrictions
• Nationwide transport disruptions
• Strikes
• Internet or payment system outages

If you have questions about returns or refunds, please contact us.

KumuGroup

KumuGroup reserves the right to modify this Return & Refund Policy at any time.

Any updates will be published on this page with a revised effective date.

Continued use of our website constitutes acceptance of the updated policy.