Refund policy

RETURNS

The customer has the right to return the product(s) from an order within 14 days of receiving them. This period expires 14 days from the day on which the items are physically received. To exercise the right of withdrawal, the customer must send an email to hello@kuxin.shop with the following information:

  • Order number;

  • Items to be returned;

  • Reason for the return.

If the purchase was for a personalised item, we do not accept exchanges or returns.

 

Section 1 - RETURNS

Can I return a product?

Yes. If you do not wish to keep the product, you may return it within a maximum period of 14 days after purchase. However, a product may only be returned if the following requirements are met:

The products have not been washed or used.

The products retain their original characteristics and the packaging is not damaged (packaging that has been carefully opened is not considered damaged);

The product has not been altered and still has its original tags attached.

How do I return a product?

Step 1: Contact customer service

The first step for returns and exchanges is to contact customer service at hello@kuxin.shop and explain the issue and/or the reason for the return. The subject line of this email must be: “Return - order number XXXXX”.

Step 2: Place the item in the original packaging

Place the item in the original packaging. The item must be returned with its original tags, with no signs of use, and with proof of purchase. Any product that has been damaged or shows signs of use is not eligible for a refund.

Step 3: Return the order

To return the order, send us the items together with everything mentioned above. We cannot refund shipping costs and that amount will be deducted in the event of a return. As soon as we receive the order, we will notify you.

Step 4: Refund

After receiving and inspecting the product, we will refund the amount (if the refund is valid) within 15 working days from the date of receipt.

 

Section 2 - RETURNS :: Faulty product

We guarantee our customers’ satisfaction and do not want them to purchase products that may have escaped quality control. If you are returning an item with a quality defect, please inform us by email at hello@kuxin.shop about the issue.

As soon as we receive your request, we will review it and contact you within 10 working days. Once we confirm that there is a quality defect, we will replace the product or issue a refund.

Section 3 - RETURNS :: Have we received your return?

As soon as your return has been processed, you will receive an email notification. If you do not receive this email within 10 days of sending the return, please contact us at hello@kuxin.shop

 

REFUNDS AND REPLACEMENT

Please note that we do not refund or replace any product that was not purchased from this online store. This is why we require proof of sale. The order number and billing information must also be provided.

 

Section 1 - REFUNDS AND REPLACEMENT :: When will I be refunded for the returned product?

After the technical assessment of the returned product, the refund will be made within a maximum period of 15 days.

Section 2 - REFUNDS AND REPLACEMENT :: How will I be refunded?

If you return a product for any reason other than a quality defect or exchange, once we confirm that everything is in order with your return, we will issue a discount voucher, including a code that will be sent to your email so that the refund amount can be deducted from your next order.

If we are unable to process a product exchange due to lack of stock, we will refund the full amount.

Section 3 - REFUNDS AND REPLACEMENT :: When will I receive the replacement product?

Please check our shipping policy.

Please note that:

Customers are fully responsible for the product until the moment it reaches us. KUXIN does not share responsibility if there is a problem with the return of the product.

All communication between customers and KUXIN must be made through direct contact by email with our customer support at hello@kuxin.shop