EXCHANGE, RETURN & REFUND


CANCELLATION POLICY:

Cancellation is available for items that are just "Placed" but have not entered the shipping process, at no charge. To cancel an order before shipping, please email our customer support at: orders@thekaixi.com

 

EXCHANGE POLICY:

Unfortunately, we do not accept exchange at this moment. If you'd like to exchange an item, please follow the return policy and place a new order with preferred items.

     

    RETURN POLICY:

    FOR US ORDERS

    If you are not satisfied with your purchase, we’re happy to accept a return within 14 days of the delivery date. Here’s how:

    • Fill out the Return Form that came with the package.
    • Make sure the merchandise is in its original condition, tags and original packaging included, otherwise we will be unable to accept your return and issue a refund. Please note for hardwares, the protective film must be intact in order for us to accept a return. 
    • Attach your pre-paid Return Label that came with the order to the outside of the package, and leave your package at the nearest drop-off location within 14 days of the delivery date.
    • For orders less than $100, once your return has been accepted, a refund minus the associated fee will be issued back through the original payment method. For all orders above $100, you will be able to enjoy our complimentary return service at no additional cost. 

    FOR INTERNATIONAL ORDERS

    Unfortunately, we are unable to issue a free return for international orders at this point. If you are not satisfied with your purchase, we’re happy to accept a return within 14 days of the delivery date. Here’s how:

    • Fill out the Return Form that came with the package
    • Make sure the merchandise is in its original condition, tags and original packaging included, otherwise we will be unable to accept your return and issue a refund. Please note for hardwares, the protective film must be intact in order for us to accept a return. 
    • Attach your pre-paid Return Label that came with the order to the outside of the package, and leave your package at the nearest drop-off location within 14 days of the delivery date.
    • Once your return has been accepted, a refund minus the associated fee will be issued back through the original payment method.

      

    REFUND POLICY:

    We accept returns within 14 days of receiving the items. Once your return has been accepted, we will send you a confirmation email and issue a refund through your original payment method. The time needed to process your refund varies based on the payment method or your bank institution.

     

     * Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

    * Once your package reaches the warehouse, please allow 7 business days for your return to be processed. If your return does not meet the condition listed, the package will be sent back to you. 

    If you have any questions regarding an exchange, return or refund, please feel free to contact us by email at orders@thekaixi.com