Refunds & Returns Policy

Thank you for shopping at Hello Kitty Buy Factory Direct – if you are not 100% satisfied with your purchase, we’re here to help.

Customer Support

Customer Support is available 24/7 at [email protected]

We do our very best to respond to support emails within 48 hours.

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours.

A 12.5% service and processing fee applies on all cancellations.

Once the packaging and shipping process has started, it can no longer be cancelled.

Return Policy

Our products can be returned within 14 days of the original purchase of the product.

To be eligible for a return, please make sure that:

  • The product was purchased within the last 14 days.
  • The product is unopened, in its original packaging.
  • Apparel must be unworn, unwashed, with tag(s) and in new condition. All t-shirts are FINAL SALE, no returns or exchanges.
  • You have the receipt, order confirmation or proof of purchase from BuyFactory.direct
  • We are unable to accept returns of purchases made from third-party retailers.

Products that do not meet these criteria will not be considered for return.

Items must be shipped back to the Regional Office & Warehouse (see address at bottom of this page) at the purchaser’s expense.

Refund Policy

Should you request a refund, the amount refunded will exclude the original cost of shipping incurred by Buy Factory Direct.

A non-refundable dollar amount is $29 and covers the product packing, handling & shipping fee.

Your Refund

Your refund will be processed 24-48 hours after receipt of the returned item

Refunds may be held in credit against your account for future purchases if requested or directly refunded via the original mode of payment (ie your credit card or Paypal account)

You can return your product anytime within 30 days for an exchange or full refund (not including the product handling & shipping fee) subject to the following conditions.

Damaged Items

If you receive a damaged product, please notify us immediately.

International Shipments

We cannot be responsible for any customs restrictions, tariffs, or other regulations that may apply in your home country.

The responsibility is yours to check to see if your country allows the shipment of products you ordered (or wish to order). Any duties or taxes that may apply to your order are also your responsibility.

If for whatever reason your order is seized by customs, we will not issue you a refund unless all products are returned to us in the original condition per the return policy above.

Contact Us

If you have any questions about our returns and refunds policy, please contact us at [email protected]

This page was last updated Jan 1, 2020