What to Do if Your Item Arrives Damaged or Defective
It is incredibly disappointing to wait for a unique Kifgo purchase, only to open the box and find that it has been damaged in transit. Because many items on Kifgo are fragile or one-of-a-kind, we have a clear process in place to help you get a refund or a replacement as quickly as possible.
If your item arrives broken, defective, or significantly damaged, follow these steps immediately:
1. Take Photos of the Damage
Before you do anything else, take clear, well-lit photos of the damaged item.
Do not throw away the packaging! Take photos of the outside of the shipping box, any crushed corners, and the internal bubble wrap or packing materials.
Sellers (and Kifgo Support) need these photos to file an insurance claim with the shipping carrier.
2. Message the Seller
Your next step is to contact the shop owner directly to request a replacement or a full refund.
Sign in to your account and go to "Purchases and Reviews."
Find the damaged order and click "Help with Order."
Select "The item arrived damaged" from the menu.
Upload the photos you just took and write a brief message explaining the situation.
Click Send.
Many sellers will immediately offer to ship you a replacement item or process a refund for you once they see the photos!
3. Open a Case with Kifgo
If the seller refuses to issue a refund, or if they do not respond to your message within 48 hours, you are covered by the Kifgo Purchase Protection Program.
Simply go back to your "Purchases and Reviews" page, view your message to the seller, and click the "Open a Case" button. Kifgo Support will step in, review the photos you uploaded, and issue a full refund to your original payment method.