Return Policy
At kenwoodi, we are committed to providing high-quality products and a great shopping experience. If you're not satisfied with your purchase, you can return your items within 30 days of receiving them. Here’s our detailed return policy:
Return Conditions
Items must be unused, undamaged, and in their original packaging. The original tags, labels, and accessories (if any) should be intact and not removed. For perishable grocery items, they must be within their expiration date and show no signs of spoilage or tampering. For electronic gadgets or small appliances in the grocery category, the seal (if any) must not be broken, and all components in the package should be complete.
Return Process
- Please contact our customer service team within 30 days of receiving your items, providing your order number, the name of the item you wish to return, and a detailed reason for the return. You may be required to provide photos or videos of the item to help us assess the situation.
- After receiving your return request, our customer service team will respond to you within 2 business days. If your return is approved, we will provide you with the specific return address, a return authorization number, and detailed instructions on how to package and send the item back.
- You need to send the item back using a trackable shipping method within 7 days of receiving the return authorization. Please write the return authorization number clearly on the outer packaging of the return package. Failure to do so may result in delays or rejection of your return.
- Once we receive the returned item, our quality control team will inspect it within 3-5 business days to check if it meets the return conditions.
Refund Method and Timing
- Once the returned items are received and inspected to meet the return conditions, your refund will be processed to the original payment method.
- The time it takes for the refund to appear in your account depends on your payment provider. Typically, it takes 7-14 business days for credit card refunds, 3-5 business days for debit card refunds, and 1-3 business days for refunds to digital wallets. We will send you a confirmation email once the refund has been initiated.
- If the returned item does not meet the return conditions, we will notify you and may either send the item back to you at your expense or dispose of it with your consent, and no refund will be issued.
Free Return Shipping
- Return shipping fees will be covered by us in the following cases:
- The item received is defective, damaged, or incorrect (wrong item, wrong size, etc.) due to our error.
- We sent you a damaged or expired perishable item.
- In other cases, the return shipping fees will be borne by you. Please keep the shipping receipt as we may require it for reimbursement in eligible cases.
Return Restrictions
- Custom items, sale items, and clearance products are not eligible for return, unless they are defective due to manufacturing errors.
- Items that have been used, damaged by the customer, or whose original packaging has been altered or destroyed are not eligible for return.
- Perishable items that have passed their expiration date due to improper storage or handling by the customer are not eligible for return.
- Personal care items, such as toiletries and cosmetics in the grocery category, are not eligible for return once opened for hygiene reasons, unless they are defective.
Exchanges
In some cases, instead of a refund, you may choose to exchange the item for the same item in a different size (if available) or a different color (if applicable). Please indicate your preference for an exchange when contacting customer service. The exchange process will follow a similar procedure to the return process, and any additional costs or refunds due to price differences will be handled accordingly.
If you have any questions about our return policy, feel free to contact our customer service team, and we'll be happy to assist you!