Refund and Return Policy

Your Satisfaction Is Our Guarantee

I. INTRODUCTION TO OUR RETURN POLICY

At SOUNDAVONG KITO LLC, we create handcrafted products with love, care, and an unwavering commitment to quality. We pour our hearts into every embroidered stitch, every carefully selected fabric, and every thoughtfully designed piece that leaves our Denver workshop. We want you to feel the same joy and satisfaction when you receive your purchase that we felt while creating it.

However, we understand that sometimes a product may not meet your expectations, or circumstances may change after your purchase. Perhaps the monogram you selected doesn’t look quite right with your other accessories, or the wedding handkerchief you bought as a gift isn’t the style the happy couple prefers. Whatever the reason, we want you to shop with confidence, knowing that if you’re not completely satisfied, we’re here to make it right.

This comprehensive Refund and Return Policy outlines everything you need to know about returning items to SOUNDAVONG KITO LLC. We’ve designed this policy to be fair to both our customers and our business, recognizing that our handcrafted products require special consideration while ensuring that you can purchase with complete peace of mind.

Please read this policy carefully before making a purchase. If you have any questions that aren’t answered here, our customer service team is always happy to help at kitokito0405@gmail.com or +1 415 9859516.

II. OUR SATISFACTION GUARANTEE

The Promise We Make

We stand behind every product we sell with a simple, straightforward guarantee: if you’re not completely satisfied with your purchase, we’ll work with you to make it right. This guarantee reflects our confidence in the quality of our products and our commitment to your happiness as a customer.

Our satisfaction guarantee covers:

Quality Issues: If your product arrives with manufacturing defects, damaged embroidery, or other quality problems, we will replace it or provide a full refund, including return shipping costs.

Accuracy Issues: If your custom order doesn’t match what you requested—wrong monogram, incorrect colors, or design errors—we will correct the issue at no cost to you.

Personal Preference: If you simply change your mind or decide the product isn’t right for you, you may return it for a refund or exchange, subject to the conditions outlined in this policy.

What This Means for You

When you shop at SOUNDAVONG KITO LLC, you can:

  • Purchase with confidence, knowing that we stand behind our products

  • Return items that don’t meet your expectations, for any reason

  • Receive prompt, courteous assistance with any issues

  • Expect fair treatment and quick resolution of problems

We built our business on the foundation of customer trust, and we work hard every day to maintain that trust through honest dealings, quality products, and fair policies.

III. STANDARD RETURN POLICY

Return Window

For most products, you have 30 days from the date of delivery to initiate a return. This 30-day window gives you plenty of time to receive your item, examine it carefully, and decide whether it meets your needs.

How We Calculate the 30 Days: The clock starts on the day your tracking information shows as delivered. If your package is delayed in transit, the return window begins when it actually arrives, not when it was originally scheduled to arrive.

Requesting a Return: To initiate a return within the 30-day window, you must contact our customer service team and receive a Return Authorization (RA) number. Returns sent without an RA number may be delayed or refused.

Eligibility Requirements

To be eligible for a return under our standard policy, items must meet these conditions:

Unused Condition: The item must not show signs of use, wear, or attempted cleaning. You may examine the item and try it on (for applicable items), but it should not be worn for extended periods or used for its intended purpose.

Original Packaging: The item should be returned in its original packaging whenever possible. If the original packaging is damaged or unavailable, please pack the item securely to prevent damage during return shipping.

All Tags Attached: Any tags, labels, or brand identifiers must remain attached to the product. Removing tags may affect your eligibility for return.

Unaltered Condition: The item must be in the same condition as when you received it, without alterations, modifications, or attempts at repair.

Original Purchase: Returns are only accepted for items purchased directly from SOUNDAVONG KITO LLC through our website at soundavong.shop. Items purchased from other retailers must be returned through those retailers according to their policies.

Non-Returnable Items

Due to their nature, certain items cannot be returned under any circumstances:

Custom and Personalized Items: Products that have been customized with monograms, handwritten embroidery, or other personalization are final sale and cannot be returned unless they contain errors on our part. This includes:

  • Monogram handkerchiefs with personalized initials

  • Handwritten embroidery pieces

  • Custom-designed items created specifically for you

  • Wedding handkerchiefs with personalized dates or names

Intimate Items: For hygiene reasons, certain items cannot be returned once opened or used. We will specify any such items in their product descriptions.

Gift Cards: Gift cards are non-refundable and cannot be returned for cash.

Final Sale Items: Occasionally, we may offer items as “final sale” at discounted prices. These items will be clearly marked as final sale in their product descriptions and cannot be returned.

Process for Initiating a Return

If you need to return an item, please follow these steps:

Step 1: Contact Customer Service
Email us at kitokito0405@gmail.com or call +1 415 9859516 to request a return. Please have your order number ready.

Step 2: Provide Information
Let us know which item(s) you wish to return and the reason for the return. This information helps us improve our products and service.

Step 3: Receive Return Authorization
If your return is eligible, we will provide you with a Return Authorization (RA) number and specific instructions for shipping your item back to us. This number must be clearly written on the outside of your return package.

Step 4: Pack Your Item
Securely pack the item in its original packaging if possible, or in a sturdy box that will protect it during shipping. Include a note inside with your name, order number, and RA number.

Step 5: Ship the Return
Send the package to our returns address (provided with your RA number). We recommend using a trackable shipping method and purchasing insurance for valuable items, as we cannot be responsible for items lost in transit back to us.

Step 6: Confirmation and Refund
Once we receive your return and inspect the item, we’ll notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method.

IV. RETURN SHIPPING COSTS

Customer Responsibility

For returns initiated due to customer preference (change of mind, wrong size, not as expected), you are responsible for the cost of return shipping. This includes:

  • The cost of shipping the item back to our returns facility

  • Insurance if you choose to purchase it

  • Any tracking or signature confirmation fees

Our Responsibility

We cover return shipping costs in the following situations:

Defective Products: If your item arrives with manufacturing defects or quality issues, we will provide a prepaid return shipping label and refund your full purchase price including original shipping costs.

Incorrect Items: If we shipped the wrong item, we will cover all return shipping costs and send the correct item at no additional charge.

Order Errors: If your custom order contains errors on our part (wrong monogram, incorrect colors, design mistakes), we will cover return shipping and remake the item correctly.

Damaged Items: If your item arrives damaged due to inadequate packaging or carrier handling, we will cover return shipping and provide a replacement or refund.

How Return Shipping Works

Depending on your situation, we handle return shipping in one of two ways:

Prepaid Label: For returns we’re covering, we’ll email you a prepaid shipping label. Simply print it, attach it to your package, and drop it off at any carrier location.

Reimbursement: For customer-responsible returns, you’ll arrange and pay for shipping yourself. We recommend keeping your receipt; if the return is approved, we do not reimburse these shipping costs.

Shipping Recommendations

When returning items, we strongly recommend:

Trackable Shipping: Always use a shipping method that provides tracking information. This protects you if the package is lost in transit and lets you confirm when we’ve received your return.

Insurance: For high-value items, consider purchasing shipping insurance. While we handle returns carefully, we cannot be responsible for items damaged or lost during return transit.

Proper Packaging: Take care to pack items securely. Returns damaged during transit due to inadequate packaging may affect your refund amount.

V. REFUND PROCESSING

Refund Timeline

Once we receive your return, here’s what happens:

Day 1-2: Your return arrives at our facility and is logged into our system. You’ll receive an email confirming receipt.

Day 2-3: Our quality team inspects the returned item to verify it meets our return conditions.

Day 3-4: If approved, we initiate your refund through Stripe, our payment processor. You’ll receive an email confirmation at this stage.

Day 4-14: The refund appears on your credit card statement, depending on your card issuer’s processing time. Most refunds post within 5-7 business days, but some issuers take up to 14 days.

Refund Amount

The amount refunded depends on the reason for return:

Full Refund (Defective/Wrong Item): You receive 100% of the purchase price plus any original shipping charges you paid.

Full Refund (Change of Mind): You receive 100% of the purchase price, but original shipping charges are not refunded. Return shipping costs are your responsibility.

Partial Refunds: In certain situations, we may issue partial refunds:

  • Items returned with obvious signs of use

  • Items missing original packaging or tags

  • Items damaged during return transit due to inadequate packaging

  • Returns received outside the 30-day window (at our discretion)

Original Payment Method

All refunds are processed back to the original payment method used for the purchase:

Credit/Debit Cards: Refunds go back to the specific card used. If that card is no longer active, contact your card issuer for instructions on receiving the funds.

Apple Pay: Refunds go back to the card you used within Apple Pay. They will appear on that card’s statement, not as Apple credit.

Google Pay: Similarly, refunds go to your original funding source.

Gift Cards: If you paid with a gift card, the refund will be issued as a new gift card or credit to your account.

Currency Conversion for International Refunds

For international customers, please note:

  • Refunds are processed in the original transaction currency

  • If exchange rates have changed between purchase and refund, the amount credited to your card in your local currency may differ from the original charge

  • Your card issuer determines the exchange rate applied to the refund

  • We have no control over currency fluctuations or bank conversion rates

Refund Confirmation

You’ll receive email confirmation at each stage of the refund process:

Return Received: Confirmation that your package has arrived
Refund Approved: Notification that your refund has been processed
Refund Complete: Confirmation that funds have been released to your card issuer

If you don’t see your refund within the expected timeframe, first check with your card issuer. If they have no record of it, contact us with your order number and we’ll investigate.

VI. EXCHANGES

Exchange Eligibility

If you’d like a different size, color, or style than what you originally ordered, you may exchange eligible items within 30 days of delivery. The same conditions apply as for returns:

  • Item must be unused with tags attached

  • Original packaging should be included

  • Custom and personalized items cannot be exchanged

  • Final sale items cannot be exchanged

Exchange Process

To request an exchange:

Step 1: Contact customer service to verify availability of the desired item and obtain return authorization.

Step 2: Return the original item following the standard return process. Return shipping costs for exchanges are your responsibility.

Step 3: Once we receive and inspect the original item, we’ll process your exchange order and ship the new item.

Step 4: If the new item costs more than the original, we’ll charge you the difference. If it costs less, we’ll refund the difference to your original payment method.

Direct Exchange Option

For faster service, you may prefer to:

  1. Place a new order for the desired item immediately

  2. Return the original item for a refund following the standard process

This option gets you the new item faster, though it requires you to have funds available for the new purchase while waiting for the refund to process.

VII. DAMAGED OR DEFECTIVE ITEMS

What Constitutes Damage or Defect

We consider an item damaged or defective if:

Shipping Damage: The item arrived with physical damage caused during transit—torn fabric, broken components, crushed packaging that affected the product.

Manufacturing Defects: The item has flaws in materials or workmanship—uneven stitching, loose threads (beyond normal handmade variation), fabric flaws, color bleeding.

Incorrect Specifications: The item doesn’t match what you ordered—wrong monogram, incorrect colors, design errors.

Missing Components: The item arrived without all its parts—missing tassels, missing care instructions, missing gift box if included.

What’s Not Considered Defective

Due to the handcrafted nature of our products, certain characteristics are not considered defects:

Natural Variations: Hand embroidery inherently includes slight variations in stitch tension, placement, and appearance. These variations make each piece unique and are part of the charm of handmade items.

Color Variations: Computer monitors and mobile screens display colors differently. Slight variations between on-screen representation and actual product are normal.

Thread Texture: Natural threads may have slight variations in texture or sheen that are characteristic of the material.

Fabric Characteristics: Natural fabrics may have minor imperfections characteristic of the material—these are not defects but features of natural fibers.

Reporting Damage or Defects

If you believe your item is damaged or defective:

Immediate Inspection: Please inspect your order upon delivery. Report any issues within 7 days of receipt for fastest resolution.

Documentation: Take clear photos showing the issue. Multiple angles and close-ups help us understand the problem.

Contact Us: Email kitokito0405@gmail.com with your order number, description of the issue, and photos. We’ll respond within 24 business hours.

Resolution Options: Depending on the situation, we may offer:

  • Full refund including all shipping costs

  • Replacement item at no charge

  • Repair of the damaged item (if feasible)

  • Store credit with bonus value

Our Commitment

When you receive a damaged or defective item, we want to make it right as quickly as possible. You should not be out-of-pocket for our mistakes or carrier mishandling. We’ll work with you to find a resolution that leaves you satisfied.

VIII. CANCELLATION POLICY

Order Cancellation Window

You may cancel an order within 24 hours of placement for a full refund. After 24 hours, we may have already begun processing your order, and cancellation may not be possible.

How to Cancel

To request cancellation:

Email: Send cancellation request to kitokito0405@gmail.com with “CANCELLATION” in the subject line, including your order number.

Phone: Call +1 415 9859516 during business hours for immediate assistance.

Time Sensitivity: Cancellation requests are time-sensitive. The sooner you contact us after placing your order, the more likely we can accommodate your request.

Cancellation Outcomes

If We Can Cancel: Your full purchase price will be refunded to your original payment method within 3-5 business days.

If We Cannot Cancel: If your order has already entered production or shipping, we cannot cancel. In this case, you may return the item under our standard return policy once you receive it.

Custom Orders

Custom and personalized orders cannot be cancelled once production has begun, which typically happens within 24 hours of order confirmation. Please be certain of your custom order details before submitting.

IX. INTERNATIONAL RETURNS

Special Considerations

Returning items from outside the United States involves additional considerations:

Return Shipping Costs: International return shipping is significantly more expensive than domestic shipping. For customer-initiated returns (change of mind), you are responsible for these costs, which may be substantial.

Customs and Duties: Any customs fees, duties, or taxes incurred during return shipping are your responsibility. We cannot predict or control what your country may charge.

Shipping Time: International returns can take 2-4 weeks to reach us due to customs processing and slower shipping methods.

Tracking Challenges: International tracking may be less reliable than domestic tracking. We recommend using carriers with good international tracking capabilities.

Process for International Returns

If you need to return an item from outside the US:

Step 1: Contact us for return authorization and specific instructions for international returns.

Step 2: Clearly mark the package as “RETURNED GOODS” to minimize customs complications. Include all required customs documentation.

Step 3: Ship using a carrier that provides tracking and, ideally, insurance. Keep your tracking number and shipping receipt.

Step 4: Be patient—international returns take longer to arrive and process. We’ll notify you when we receive your package.

International Defective Items

If you receive a defective item internationally, we will:

  • Provide guidance on the most economical way to return the item

  • Reimburse reasonable return shipping costs upon receipt and inspection

  • Offer the option to keep the item with a partial refund if the defect is minor

  • Ship a replacement at our expense (if applicable)

X. HOLIDAY RETURN EXTENSIONS

Extended Holiday Window

We understand that many of our products are purchased as gifts, especially during the holiday season. To accommodate gift-giving, we offer an extended return policy for purchases made between November 1 and December 24:

Extended Deadline: Items purchased during this period may be returned through January 31 of the following year, regardless of when they were delivered.

Gift Receipts: If you’re giving a gift, request a gift receipt at checkout. This allows the recipient to return or exchange the item without needing your order information.

Holiday Returns Process

For holiday returns:

  • The same eligibility requirements apply (unused, tags attached)

  • Include gift receipt or original order information

  • Follow standard return process with return authorization

XI. GIFTS AND GIFT RETURNS

If You Received a Gift

If you received a SOUNDAVONG KITO product as a gift and wish to return or exchange it:

With Gift Receipt: If the giver included a gift receipt, you may return the item for store credit or exchange it for another item. The store credit will be issued to you, not the original purchaser.

Without Gift Receipt: If you don’t have order information, contact us with your name, the giver’s name (if known), and approximate purchase date. We may be able to locate the order with this information.

Return Window: Gift returns follow the same timeline as regular returns—30 days from delivery, or extended holiday window for November-December purchases.

If You’re the Gift Giver

If you purchased a gift for someone else and they wish to return it:

  • You may handle the return yourself using your order information

  • Or, provide the recipient with the order number and authorization to contact us

  • Refunds for returned gifts will be issued to the original payment method (your card), not to the recipient

XII. WARRANTY INFORMATION

Our Warranty Coverage

Beyond our return policy, we offer warranty coverage for manufacturing defects:

Duration: One year from the date of purchase
Coverage: Defects in materials and workmanship that appear during normal use
Exclusions: Normal wear and tear, damage from accidents or misuse, improper care

How to Make a Warranty Claim

If you discover a defect after the return window but within the warranty period:

Contact Us: Email kitokito0405@gmail.com with your order number, description of the issue, and photos.

Evaluation: Our team will evaluate the issue and determine whether it’s covered under warranty.

Resolution: If approved, we’ll offer repair, replacement, or partial refund as appropriate to the situation.

Care and Maintenance

Proper care extends the life of your embroidered products and helps avoid issues:

  • Follow care instructions provided with your product

  • Avoid excessive moisture or harsh cleaning chemicals

  • Store properly when not in use

  • Address minor issues promptly before they worsen

XIII. RETURN POLICY FOR WHOLESALE CUSTOMERS

Different Terms for Wholesale

Wholesale customers (retailers, boutiques, and other businesses purchasing for resale) have different return terms:

Inspection Period: Wholesale orders must be inspected immediately upon receipt. Claims for damage or defects must be made within 5 business days.

No Change-of-Mind Returns: Wholesale purchases are not eligible for return simply because items don’t sell well or the retailer changed preferences.

Defective Items: Defective items will be replaced or credited. Proof of defect is required, typically through photos.

Minimums and Terms: Specific wholesale return terms are outlined in the wholesale agreement provided to approved wholesale customers.

Contact for Wholesale Returns

Wholesale customers should contact us directly for return instructions specific to their account.

XIV. FRAUD PREVENTION

Protecting Against Return Fraud

To keep our prices fair for all customers, we must protect against return fraud. We reserve the right to:

  • Verify the identity of customers requesting returns

  • Decline returns that appear fraudulent

  • Report suspected fraud to appropriate authorities

  • Ban customers who abuse our return policy

Red Flags

We watch for patterns that may indicate fraud, including:

  • Multiple returns of the same item type

  • Returns from addresses different from shipping addresses

  • Patterns of “wardrobing” (wearing items then returning)

  • Returns of items not purchased from us

Your Cooperation

To help us prevent fraud, please:

  • Provide accurate information when requesting returns

  • Respond promptly if we need additional verification

  • Understand that these measures protect all our customers by keeping costs down

XV. POLICY CHANGES AND UPDATES

Right to Modify

SOUNDAVONG KITO LLC reserves the right to modify this Refund and Return Policy at any time. Changes will be effective immediately upon posting to our website.

Applicable Policy

Returns are governed by the policy in effect at the time of purchase. We will honor the policy under which you ordered, even if we later change the terms.

Notification of Changes

Material changes to this policy will be announced on our website and, for customers with accounts, via email notification.

XVI. FREQUENTLY ASKED QUESTIONS ABOUT RETURNS

Q: How long do I have to return an item?
A: You have 30 days from delivery to initiate a return. Holiday purchases (November 1-December 24) may be returned through January 31.

Q: Can I return a custom embroidered item?
A: Custom and personalized items cannot be returned unless they contain errors on our part. Please double-check all personalization details before ordering.

Q: Who pays for return shipping?
A: For change-of-mind returns, you pay. For defective or incorrect items, we pay.

Q: How long until I get my refund?
A: Once we receive and inspect your return, refunds are processed within 3-4 business days. It may take additional time for the refund to appear on your card statement.

Q: Can I exchange an item for a different size/color?
A: Yes, as long as the item is not custom/personalized and is returned in new condition. Contact us to arrange an exchange.

Q: What if my item arrives damaged?
A: Contact us immediately with photos. We’ll arrange return shipping and send a replacement or process a refund promptly.

Q: Do you offer returns on final sale items?
A: No, final sale items cannot be returned unless they are defective.

Q: Can I return a gift I received?
A: Yes, with a gift receipt or order information. Returns without proof of purchase may be accepted at our discretion.

Q: What if I lost my original packaging?
A: You can still return the item, but please pack it securely to prevent damage during return shipping.

Q: Do you charge restocking fees?
A: No, we do not charge restocking fees for returns.

Q: How do I return an international order?
A: Contact us for specific instructions. International returns require special handling and customs documentation.

Q: What if my return is lost in transit?
A: If you shipped with tracking and the package shows as delivered to us, we’ll process your refund based on that delivery confirmation. If the package is lost before reaching us, you’ll need to file a claim with the carrier.

XVII. CONTACT INFORMATION FOR RETURNS

Return Authorization Requests

Email: kitokito0405@gmail.com (include “RETURN” in subject line)
Phone: +1 415 9859516 (business hours)
Contact Form: soundavong.shop/contact

Return Shipping Address

Once you receive a Return Authorization number, you’ll be provided with the specific shipping address for returns. Please do not ship returns to our main office address without authorization, as this may delay processing.

Information to Include

When contacting us about returns, please have ready:

  • Order number

  • Item(s) you wish to return

  • Reason for return

  • Photos (if applicable for damage/defects)

  • Your preferred resolution (refund, exchange, store credit)

XVIII. OUR COMMITMENT TO FAIRNESS

At SOUNDAVONG KITO LLC, we’ve crafted this return policy to balance your needs as a customer with the realities of running a small business built on handcrafted products. We want you to shop with confidence, knowing that we’ll stand behind our products and treat you fairly if issues arise.

At the same time, we must protect our business from fraud and abuse that would ultimately harm all customers through higher prices or reduced quality. The vast majority of our customers are honest and reasonable, and this policy is designed with you in mind.

If you ever find yourself in a situation not fully covered by this policy, please reach out to us. We’re human beings who understand that life doesn’t always fit neatly into policy boxes. We’ll listen to your situation and do our best to find a fair resolution.

Your satisfaction matters to us. Your trust matters even more.

SOUNDAVONG KITO LLC – Handcrafted with care, guaranteed with confidence.