We want you to shop with confidence. This policy explains our return, exchange, and refund process in a clear and fair way.
30-Day Return Policy
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return or exchange.
To qualify for a return, the item must be:
- Unused and uninstalled
- In its original condition and packaging
- Returned with proof of purchase
Return Reasons & Shipping Responsibility
Returns generally fall into two categories:
1. Quality Issues or Shipping Damage
- Product defects
- Damage during transportation
- Incorrect item received
In these cases, Kimbion will cover all return shipping costs and offer a free replacement or a full refund.
2. Customer Preference / Change of Mind
If the return is due to personal reasons, such as:
- The product does not meet personal expectations
- Size or color preference
- Ordered the wrong item or quantity
- No longer needing the product
Inspection Upon Delivery
Please inspect your order upon arrival. If the item is damaged, defective, or incorrect, contact us as soon as possible so we can resolve the issue quickly.
Items Eligible for Return or Refund
You may be eligible for a return, refund, or replacement if:
- The item is damaged or defective
- The item has not been used and meets the 30-day return requirements
- The shipment was returned to sender undelivered
- The order was not delivered within 30 days
In these cases, we will provide a full refund or replacement and cover all related costs.
Items Not Eligible for Return
The following items cannot be returned, except where required by law:
- Custom, bespoke, or made-to-order products
- Light bulbs or consumable accessories
- Items not in original condition or packaging
For items not eligible for return refunds, you will be responsible for your own return shipping costs. Shipping charges are non-refundable.
Order Cancellation
Orders may be canceled within 24 hours of order confirmation.
Once an order has been processed or shipped, cancellation is no longer guaranteed. If your order has not yet shipped, please contact us as soon as possible and we will do our best to assist.
How to Start a Return
- Contact us at [email protected] with your order number and reason for return
- We will confirm whether your return is eligible
- If approved, we will provide return instructions and address
- Ship the item back within the approved timeframe
Exchanges
To receive a replacement quickly, we recommend returning the original item and placing a new order once the return is approved.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union or the United Kingdom, you have the legal right to cancel or return your order within 14 days of receiving it, without providing a reason.
Returned items must be unused, uninstalled, and in original packaging. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
Refunds
Refunds will be issued after the returned item is received and inspected.
Once we receive and inspect your return, we will notify you of the approval status.
Approved refunds will be issued to your original payment method within 5 business days. Please note that processing times may vary depending on your bank or payment provider.
If more than 10 business days have passed since your refund was approved, please contact us at [email protected].
Contact Us
If you have any questions about this policy, please contact our customer support team.
Email: [email protected]
Address: Room 401, Building 2, No. 36, Bailong South Road, Meilan District, Haikou City, Hainan Province 570203, China
Tel: +86 19502043191
Respond: Mon - Fri : 9 AM - 6PM (GMT+8)
We aim to respond to all inquiries within 24 hours.
