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Return Policy

1. INTRODUCTION

At Kyusu by Kiko LLC ("Company," "we," "our," or "us"), we want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returning products purchased from our website or physical locations.
Due to the unique nature of our living plant arrangements, our return policy differs from traditional retail policies. Please read this policy carefully before making a purchase.

2. PRE-MADE CURATED ARRANGEMENTS

2.1 Inspection Upon Receipt
We carefully package and inspect all arrangements before final purchase. Upon receipt, please inspect your arrangement immediately and notify us of any issues within 24 hours.
2.2 Damaged Products
If your pre-made arrangement (Cup of Tea, Tea Time, Mizusashi, or Signature collection) is damaged:

  • Contact us within 24 hours of receipt

  • Provide photos of the damage

  • We will offer a replacement or refund at our discretion

2.3 Returns of Undamaged Products
Due to the perishable nature of our living plant arrangements, we do not accept returns of undamaged products. All sales are final unless the product was given to you damaged without the seller’s knowledge.

3. CUSTOM ARRANGEMENTS

3.1 Cancellation Before Production
Custom arrangements are covered by our Custom Order Agreement, which includes the following terms:

  • Cancellation within 48 hours of signing the agreement: Full refund minus a $50 administrative fee

  • Cancellation after design approval but before production begins: 50% of deposit refunded

  • Cancellation after production begins: No refund

3.2 Plant Health Guarantee
We guarantee the health of plants in custom arrangements for 30 days from delivery or pickup, provided proper care instructions are followed. If plant failure occurs despite proper care within the guarantee period:

  • Contact us promptly with photos of the issue

  • We will offer a replacement plant or arrangement at our discretion

3.3 Vessel Issues
If there are craftsmanship issues with the vessel component of your custom arrangement:

  • Notify us within 7 days of receipt

  • Provide photos of the issue

  • We will repair, replace, or refund at our discretion

4. GROUP EXPERIENCES

4.1 Cancellation Policy
The Kyusu by Kiko Experience group events are subject to the following cancellation policy:

  • Cancellation by client with more than 14 days' notice: Full refund minus a $100 administrative fee

  • Cancellation by client with 7-14 days' notice: 50% of deposit refunded

  • Cancellation by client with less than 7 days' notice: No refund

4.2 Rescheduling

  • One-time reschedule with at least 7 days' notice: No fee

  • Subsequent reschedule requests: $75  fee per change

4.3 Participant Arrangements
Arrangements created during group experiences are not eligible for returns or refunds. Basic care instructions will be provided, and we offer complimentary advice via email for 30 days following the experience.

5. EXCHANGES

Due to the unique and custom nature of our products, we do not offer exchanges. Each arrangement is individually crafted and contains living plants that require specific care.

6. REFUND PROCESS

6.1 Approved Refunds
When a refund is approved:

  • Original payment method: Refunds will be issued to the original payment method used for the purchase

  • Processing time: Refunds typically process within 5-7 business days, though it may take longer depending on your financial institution

6.2 Partial Refunds
We may issue partial refunds in certain circumstances, such as when only part of an order is affected by an issue.

7. PLANT CARE RESPONSIBILITIES

7.1 Following Care Instructions
All arrangements come with basic care instructions. Following these instructions is essential for maintaining plant health.
7.2 No Guarantee for Improper Care
We cannot guarantee plant health or offer replacements if care instructions are not followed. Signs of improper care include:

  • Overwatering or underwatering

  • Exposure to extreme temperatures

  • Placement in unsuitable light conditions

8. DELIVERY ISSUES

8.1 Failed Delivery
If we cannot complete delivery due to the recipient not being available:

  • We will contact you to reschedule

  • A redelivery fee may apply

  • Plants that deteriorate due to failed delivery attempts are not eligible for refund

8.2 Incorrect Address
If an incorrect address is provided:

  • We will contact you to verify the correct address

  • Additional delivery fees may apply

  • We are not responsible for arrangements delivered to addresses as provided by the customer

9. GIFT ORDERS

For gift orders, the purchaser (not the recipient) must initiate any return requests. Refunds will be issued to the original purchaser only.

10. CHANGES TO THIS POLICY

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on our website.

11. CONTACT INFORMATION

If you have any questions about these Terms, please contact us at:

Kyusu by Kiko LLC
Elmont, NY 11003
Phone: (516) 824-6166
Email: kyusybykiko@gmail.com

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