One customer’s records
Kazumi’s 55% cancellation rule and “custom-made” claim
What the refund page says, what the Terms add, and why I question the custom-made justification.
The short Return & Refund page
Kazumi’s Return & Refund page says:
- cancellations are accepted, but special terms apply;
- unused products in original packaging may be returned within seven days;
- refunds follow inspection; and
- damage on arrival may be reported within five days for replacement.
It does not show the 45% refund or 55% retention percentages in its answers; those appear in the Terms.
The detailed Terms of Service
| Situation | Current terms say | Important limit |
|---|---|---|
| Cancel within one day | 100% refund | Time-limited |
| Cancel after one day | 45% refund; 55% retained | Terms say this includes a delayed order |
| Unused return | 45% refund after inspection | Original packaging required |
| Approved refund | May take up to 30 days | Timing described by the current terms |
The Return & Refund page presents the simple summary. The percentages and major restrictions appear on the separate Terms page.
Why I consider the policy restrictive
My cancellation request
I asked to cancel on June 19 after more than two months. Kazumi responded that its made-to-order terms applied. The company later offered to split the shipment, and I accepted shipment of the coffee maker first after it gave a revised early-July estimate.
I initially sought cancellation, then accepted the split shipment after receiving revised information.
How Kazumi describes its products
Kazumi’s current Terms repeatedly describe its products as custom-produced, custom-made, and made to order. They say all products are produced after an order is placed, refer to dedicated craftsmanship, and describe customers as commissioning custom products.
In its June 22 email to me, Kazumi similarly said every product was made to order, production began immediately, and referred to the eventual product as a “handcrafted piece.” The Terms use custom production, materials, and work performed to justify retaining 55% after a cancellation requested more than one day after purchase.
What the public materials show—and do not show
The public listings show fixed products and limited standard selections. For example, the Toki listing offers 110V or 220V and currently calls the product a preorder, with new units expected to arrive in August. Kazumi’s June 23 email referred to “production batches,” while its Terms say products are produced overseas and imported.
These facts do not independently establish that the products are not handmade or made to order. However, the public materials I reviewed do not identify the manufacturer, factory, production country, artisan process, buyer-specific customization, or specific customer requirements behind the custom-product characterization.