Returns, Refunds and Defects

Version KUDEN-01-2026-08-01 · Effective 3 August 2026

1. Cancellation and return of made-to-order garments at your request

Cancellation before final specification approval is handled according to the payment method. For cards and other authorisation-only orders we void the authorisation, and where no charge was actually taken we deduct nothing. For Solana Pay and other orders already paid immediately, we refund with a deduction for the payment fees incurred at the time of payment that are not returned to KUDEN and for crypto conversion fees actually incurred. We tell you the breakdown of any deduction before refunding, and we do not deduct any cost we cannot evidence from the record of that transaction. KUDEN bears the network fee for sending the refund.

After final specification approval, made-to-order garments are produced to an individual specification, so we do not as a rule accept cancellation, changes or returns at your request. This does not prejudice any rights of withdrawal, cancellation or non-conformity remedy that are mandatory in the country or region of sale.

In the EU and the United Kingdom we treat made-to-order garments chosen from standard sizes and standard colours as carrying a statutory right of withdrawal. Where an exception is applied for bespoke measurements or another genuinely personalised specification, we state this explicitly for that product and country of sale.

Where KUDEN cancels an order because production is impossible, because the region of sale was confirmed in error, because of an obvious pricing or stock error, or for another reason on KUDEN's side — or where you do not agree to continue after a delay to the individual dispatch estimate we gave you — we refund the full order amount charged to you and do not apply the deduction for cancellation at your request. Where the payment was card or similar and no charge was actually taken, we void the authorisation.

2. Return of Vintage items at your request

You may request a return of a Vintage item within fourteen calendar days of arrival, unused and with all accompanying items complete. Returns require prior approval. Please follow the return address, tracking method and customs documentation we give you.

Return shipping for a return at your request is payable by you. After we receive and inspect the returned item, we process the refund in accordance with applicable law. Where the value has fallen because of use beyond ordinary inspection, soiling, damage or missing accompanying items, we may make a reasonable reduction, giving you supporting photographs and our reasons.

3. Defects, incorrect delivery and damage in transit

If you notice a defect, an incorrect delivery or damage in transit after arrival, please contact us — ideally within fourteen calendar days as a guide — with your order number, the condition and photographs. This guide does not limit your statutory remedies.

We will review and offer repair, remaking, replacement, or a full or partial refund, choosing the option that puts you at the least disadvantage. As a rule we prefer remaking, but where the issue is minor and it is reasonable we may propose repair. KUDEN bears the return shipping cost for defects, incorrect delivery and damage in transit on our side.

Minor individual variation in colour, texture or dimensions arising from the material and the handwork, which does not impair usability or the confirmed specification, is not a defect. A specification mismatch, a significant dimensional difference, damage and functional failure are not covered by this.

4. How refunds are made

Refunds for card payments are made to the original payment method and in the original payment currency. KUDEN does not compensate for exchange differences or fees applied by your bank or card issuer.

Refunds for crypto payments are made in USDC, based on the USD amount recorded by Solana Pay at successful payment, and as a rule sent to the original paying wallet. Partial refunds are made on the same basis where we have confirmed that the payment provider supports this for that transaction. Any deduction for a cancellation at your request is limited to the payment fees and crypto conversion fees actually incurred on the original transaction and not returned to KUDEN. Rates change, so these are not fixed here; they are calculated from the payment record for that transaction. KUDEN bears the network fee for sending the refund. Where the original wallet is unavailable, we follow identity verification and the payment provider's official procedure.

Where a different refund method is used for a statutory withdrawal in the EU or the UK, we follow applicable law and your express consent.

5. Refund timing

We begin processing a refund within five business days as a rule after deciding on the cancellation or refund. For returns of Vintage items at your request, we process after receiving and inspecting the returned item. When the money actually reaches you depends on processing by the payment provider, bank or network.

Where a refund cannot be made to the original payment method because the card issuer's or payment provider's processing deadline has passed, we will propose a secure alternative agreed with you, in accordance with applicable law.