At Kaiyi International Trade Co., Limited, customer satisfaction is our top priority. We understand that sometimes you may need to return or exchange a product, and we have established this comprehensive Return and Exchange Policy to ensure a smooth and fair process.

1. Eligibility for Returns and Exchanges

  • Returns and exchanges are accepted within 30 calendar days from the date you receive your order.
  • To be eligible, the item must be unused, in its original condition, clean, and with all original tags, packaging, manuals, and accessories intact.
  • Items that are damaged due to improper use, negligence, or normal wear and tear are not eligible for return.
  • Customized, personalized, or special-order products cannot be returned or exchanged unless they arrive defective or damaged.

2. Initiating a Return or Exchange

  • To start the return or exchange process, please contact our Customer Service team within the 30-day window by emailing wuen5189@outlook.com.
  • Provide your order number, item details (product name, SKU), reason for return or exchange, and photos if applicable.
  • Our team will review your request and respond within 2 business days with instructions and a Return Merchandise Authorization (RMA) number if approved.
  • Returns sent without prior approval or RMA number may be rejected or delayed.

3. Return Shipping

  • Customers are responsible for the return shipping cost unless the item is defective, damaged, or incorrect due to our error.
  • We recommend using a trackable and insured shipping service to return the item. Kaiyi International Trade Co., Limited is not responsible for lost or damaged returns during transit.
  • Returned items must be securely packaged to prevent damage during shipping.

4. Inspection and Processing

  • Once we receive the returned item, our quality control team will inspect it to confirm it meets the return criteria.
  • Inspections typically take 3-5 business days.
  • If the item is approved, we will process your refund, exchange, or store credit promptly.

5. Refunds

  • Refunds will be issued to the original payment method within 7-14 business days after the return is approved.
  • Shipping fees paid during the original purchase are non-refundable, except in cases of defective or incorrect items sent by us.
  • The refund amount will exclude any shipping and handling charges.
  • If the returned item does not meet our return conditions, it will be sent back to you at your expense.

6. Exchanges

  • If you wish to exchange an item, please indicate the desired replacement product in your return request.
  • Exchanges are subject to product availability. If the replacement item is not in stock, we will offer you a refund or store credit.
  • Additional shipping charges may apply for exchanges.

7. Damaged or Defective Items

  • Please inspect your order upon receipt.
  • If you receive a damaged, defective, or incorrect item, please notify us within 7 calendar days with photos and a detailed description.
  • We will arrange for a replacement or full refund at no additional cost to you.
  • Do not return damaged or defective items before contacting us and receiving return instructions.

8. Non-Returnable Items

  • Customized or personalized products
  • Items that have been used, washed, or altered
  • Products missing original packaging, tags, or accessories
  • Sale items marked as final sale or clearance (if applicable)

9. International Returns

  • For customers outside Hong Kong, please be aware that international return shipping costs and customs fees are your responsibility.
  • Customs duties and taxes paid during the original purchase are non-refundable.
  • We recommend checking your country’s import regulations before purchasing.

10. Cancellations

  • Orders can be canceled before shipment.
  • If you wish to cancel an order, please contact us immediately.
  • Once an order has shipped, it cannot be canceled but can be returned following our Return Policy.

11. Contact Us

If you have any questions about returns or exchanges, please reach out:
Kaiyi International Trade Co., Limited
Email: wuen5189@outlook.com
Phone: +852 9683 1274
Address: RM03, 24/F, Ho King Comm CTR, 2-16 Fayuen ST, Mongkok Kowloon, Hong Kong