Return & refund policy
Changed your mind, or something arrived wrong? Both are handled here β with the same 30-day window, and different answers on who pays the postage.
01 The window and the condition
To qualify for a standard return, an item should generally be unused and in its original condition, include its original parts and accessories, include original packaging where reasonably possible, and be accompanied by valid proof of purchase or relevant order information.
02 How to start a return
- Email us firstContact service@kexvyn.com before returning anything.
- Give us the four thingsYour order number, the item you wish to return, the reason for the return, and photos or videos where relevant.
- We review itOnce the request has been reviewed and approved, our customer support team sends the appropriate return instructions and the return warehouse address.
- Send it backFollow the instructions we give you β parcels sent elsewhere cannot be processed.
- We inspect and refundAfter the item is received and inspected, eligible refunds are issued to the original payment method.
03 Who pays for the postage
Change of mind
If an eligible product is returned because of a change of mind, preference, or another reason not caused by a product or fulfilment problem, the customer is generally responsible for return shipping costs.
Our mistake
Where the issue comes from a product or fulfilment problem, we will provide an appropriate solution without requiring you to bear additional costs resulting from that error.
Cancelling instead
No cancellation fee is charged for an order successfully canceled before fulfilment.
Damaged or wrong items
Contact us with your order information and supporting photographs or videos where appropriate; we review the circumstances and provide a reasonable replacement, refund, or return solution.
04 Getting your money back
Once an approved returned item has been received and inspected, eligible refunds are issued to the original payment method. Our refund processing generally takes 5β10 business days.
05 Where to write
kexvynβ’ Β· kexvyn.com Β· service@kexvyn.com Β· 00852-3329024 Β· 10:00β17:00 (UTCβ7)