We have a 14-day return policy, which means you have 14 days to request a return after receiving the item.

To be eligible for a return, your item must be in the same condition as when you received it, undamaged or unused, with tags on, and in its original packaging. You will also need a receipt or proof of purchase. To initiate a return, you can contact us at zhangtianliang@kaixinmedia.org . Please note that returns must be sent to the following address: 47 Academy Ave, Middletown, NY 10940
If we accept your return, we will send you a return shipping label with instructions on how and where to send the package. Items returned to us without prior request will not be accepted.

For any return issues, please feel free to contact us at zhangtianliang@kaixinmedia.org .

✅ Damage and problems

Please check your order upon receipt. If any items are defective, damaged, or you have received the wrong items, please contact us immediately so that we can assess the problem and correct it.

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❌Exceptions /Non-returnable items

Certain types of items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), customized products (e.g., special orders or personalized items), and personal care products (e.g., beauty products). We also do not accept returns of hazardous substances, flammable liquids, or gases. If you have any questions or concerns about a particular item, please contact us.
We're sorry, we do not accept returns for discounted items or gift cards.

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✅Exchange

The fastest way to ensure you get the items you need is to return the items you already own, and once the return is accepted, purchase the new items separately.

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🇪🇺EU 14-day cooling-off period

Notwithstanding the foregoing, if the goods are shipped to the EU, you have the right to cancel or return your order within 14 days for any reason, without any justifiable cause. As stated above, your items must be in the same condition as when you received them, unworn or unused, with tags on, and in their original packaging. You will also need a receipt or proof of purchase.

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✅Refund

Once we receive and inspect your return, we will notify you and inform you whether your refund has been approved. If approved, you will automatically receive a refund via the original payment method within 10 business days. Please remember that your bank or credit card company may also need some time to process and ship the refund.
If more than 15 business days have passed since we approved your return, please contact us at zhangtianliang@kaixinmedia.org .