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Returns, refunds and cancellations

In short: tell us within 7 days of delivery, before sending anything back. If the problem is ours, return shipping is free and we replace, credit or refund the item. Approved refunds are paid within 5 working days.

Damaged, wrong or missing items

  1. Email support@kiratora.com within 7 days of delivery with your order number and photos of the item and the packaging.
  2. Keep everything as it arrived, and keep any wrong item unopened.
  3. We reply within 12 hours, then replace, credit or refund the item, shipping included. If we need the item back, return shipping is free for you.

Returning something you no longer want

  1. Contact us within 7 days of delivery. Every return must be agreed before anything is sent back.
  2. Sealed product can come back only unopened, in its original shrink wrap and in the condition it arrived. Opened boxes, packs, cases or tins cannot be returned.
  3. Singles and slabs must come back in the same holder or slab and the same condition. We check slab certification numbers.

Change-of-mind returns are at our discretion. If we accept one, the buyer pays return shipping and any import charges.

Refunds

  • Approved refunds are paid within 5 working days, to the original payment method where possible.
  • Bitcoin refunds go to a wallet address you confirm by email, at the US dollar value on the day of the refund, minus network fees.
  • Shipping is refunded only when the problem was ours.

Cancelling an order

You can cancel free of charge any time before dispatch: email your order number. If you have already paid, the refund follows the rules above.

Preorders

If we cannot fill a preorder, you get a full refund. See how preorders work.

Lost or late parcels

If nothing has arrived 10 working days after the latest delivery estimate, or tracking has not moved for 7 working days, email us and we will open a trace with the carrier. If tracking shows delivered but you have nothing, email us if it is still missing after 48 hours. More in track your order.

The same rules appear in our shipping and returns page and terms of sale.