If you are not completely satisfied with your purchase or the product is found to be functionally defective, you may return the item to us in its original condition within 14 days of purchase. 

Even though we pack our products carefully, minor cracks and dents can occur during shipping, if you believe you have received a unit with shipping damage, please contact us before using your KIWANO device within 14 days of purchase. After an inspection from our team, complimentary spare parts could be delivered at no additional cost granted unit has not been used. If you believe your unit has technical problems, please contact us within 14 days of purchase. Refund or exchange for units due to physical damages caused during shipping, collision or misuse of the product won't be accepted. KIWANO reserves the right to deny any return.

Only items purchased directly from Kiwano websites will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Returns made without receipt may be refused. KIWANO reserves the right to deny any return.


Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

Please contact our customer support team to start the return process. Please include the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.


Processed refunds are completed within 10 business days. Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.


Items already shipped are not reversible, and must then be returned for a refund (please see the “Refunds” section above). Please note that the cost of this return has to be paid by the customer.

To check the status of your order, please log in to your account or contact customer support.