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Return and Refund Declaration
1.All of our products are covered by a 12-month warranty for its replacement and repair.
2.Every order from us has a 30-day return and refund guarantee, which entitles you to claim a return, refund or replacement within 30 days of receiving your items.
Policy Conditions and Requirements
Brand new products within 30 days of purchase will have a full product refund, also needed with tags, and in its original packaging. Additionally, products may not be returned in used condition unless the products have quality problems.
Product Quality Issues
Steps:
1.Send E-mail to our Customer Service SERVICE@KOHEEL.COM
2.Upload your product pictures or video to describe the problem
3.Our Customers Service confirms
4.Provide you with the best solution
Customer Service response time: within 1 business days
Solution: You can post fault item back to us in China, or you can also ship it back to our US or Europe warehouse. You need to confirm the correct address with our Customer Service. After we receive and inspect the item and the issue is confirmed, our Customer Service will send a replacement within 3-5 business days or issue a full refund within 1-2 business days.
Customers will only be charged once for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.
If you apply a refund requtst . Money will be return back to your account within 7-15days after we agreed
Unsatisfactory Products Issues
In principle,we only offer a return and refund service for those items which are factory defective or incorrectly included in your shipment. On the basis of communication, we can also provide you with the return and refund service if you are not satisfied with the products you have received.
Steps:
1.Send E-mail to our Customer Service SERVICE@KOHEEL.COM
2.Ship the item back to us
3.Our Customer Services confirms item returned and inspects the item
4.Full/ partial refund
Customer Service response time: Within 1 business days after receiving the items.
Solution: You can post fault item back to us in China, or you can also ship it back to our US or Europe warehouse. You need to confirm the correct address with our Customer Service. After we receive and inspect the item, Customer Service will issue you a full/ partial refund within 1 - 2 business days.
Notice: You shall bear all shipping costs, including the initial shipping cost to send you the item.
Wrong Product Issues
Steps:
1.Send E-mail to our Customer Service: SERVICE@KOHEEL.COM
2.Upload your product picture or video to further describe the problem
3.Our Customer Service confirms
4.Provide you with the best solution
Customer Service response time: within 1 business days
Solution: You can post wrong item back to us in China, or you can also ship it back to our US or Europe warehouse. You need to confirm the correct address with our Customer Service. After we receive the item and the issue is confirmed, Customer Service will send you the correct item within 3 - 5 business days or issue a full/ partial refund within 1 - 2 business days.
Policy Exclusions
Products are not covered by our 30 day return and refund policy if:
1.The product is not distributed by KOHEEL.
2.The product has been worn, damaged or contaminated.
3.The product has been stored or exposed to extreme environments.
4.Unauthorized repair, misuse, negligence, abuse, accident, alteration or improper installation.
5.Partial goods of a complete sets are be returned.
6.The claim is made more than 30 days after your received the item.
Return Process
1.Please include the following information in the return package:
a.Order number and product SKU of the item(s) you want to return.
b.Shipping label (outside the package)
c.Reasons for return.
Note: As for the reasons for return, please send E-mail and show the item problems to us, for example, show the pictures or videos of item(s) quality-related issue to us by E-mail.
We will refund you after we have received your package,inspected and confirmed it.
2.Return Address
Please contact us before returning any item for a refund. We will not accept items sent back unless you have already been arranged to return it to us. Since we have several different warehouse locations, before you ship the item back to us, please E-mail our Customer Service so as to confirm the correct address.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Conclusion
Generally speaking, in terms of customer support and technical support for products, we will try our best to offer as much help to you as we can. While as for technical questions, it may simply be a matter of replaying our information to you, and satisfaction guaranteed.