Thank you for shopping with kelikeji.com. We want you to be satisfied with your purchase and to understand our return process before placing an order.
This Return Policy explains when products may be returned, how to request a return, who is responsible for return shipping costs, and how refunds, exchanges, cancellations, and damaged products are handled.
This policy applies only to products purchased directly from [STORE URL]. Products purchased through third-party marketplaces, retailers, distributors, or other sales channels may be subject to the return policy of the relevant seller.
Nothing in this Return Policy is intended to limit any consumer rights that cannot legally be excluded. Where applicable consumer law provides greater protection than this policy, the applicable legal requirements will take priority.
- Return Period
You may request a return within 30 calendar days after the date your order is shown as delivered by the shipping carrier.
Your return request must be submitted before the end of the 30-day return period. Products sent back without contacting us first may not be accepted.
After your return request is approved, you must normally send the product back within 14 calendar days unless we provide a different return deadline.
- Return Eligibility
To qualify for a standard return, the product must meet the following requirements:
• The return request must be submitted within the applicable return period.
• The product must be unused, unworn, unwashed, unaltered, and in substantially the same condition in which it was received.
• The product must include its original packaging, labels, tags, manuals, accessories, certificates, promotional products, and other included components.
• The product must not show signs of misuse, improper installation, accidental damage, unauthorized repair, excessive handling, or abnormal wear.
• You must provide valid proof of purchase, such as an order number, purchase confirmation, or receipt.
• The product must not belong to a non-returnable category described in this policy.
Opening the outer shipping box only to inspect the product will not automatically make the product ineligible for return.
However, where permitted by law, we may reduce the refund if the product has been handled beyond what is reasonably necessary to inspect its condition, features, and operation.
- How to Request a Return
To request a return, contact us at [SUPPORT EMAIL].
Please include the following information in your message:
• Your full name
• Your order number
• The name of the product you wish to return
• The quantity being returned
• The reason for the return
• Photographs or videos if the product is damaged, defective, incomplete, or incorrect
• Your preferred resolution, where applicable
After reviewing your request, we will confirm whether the product is eligible for return and provide return instructions.
The approved return address may be different from the address shown on the original parcel or on our website.
Do not send a product to the manufacturer, shipping carrier, payment provider, or any address without receiving written return instructions from us.
Unauthorized returns may be delayed, refused, or returned to the sender.
Parcels sent with cash-on-delivery charges, customs charges payable by the recipient, or other unexpected collection fees may be refused unless we agreed to those charges in writing before shipment.
- Damaged, Defective, Incorrect, or Incomplete Products
Please inspect your order as soon as possible after delivery.
Contact us promptly if your product arrives damaged, defective, incorrect, or incomplete. To help us investigate shipping or fulfillment problems, we recommend reporting the issue within seven calendar days after delivery.
Please provide clear photographs of:
• The affected product
• The shipping packaging
• The shipping label
• The damage, defect, incorrect product, or missing components
Depending on the circumstances, we may offer troubleshooting assistance, replacement parts, repair, replacement, store credit, a partial refund, or a full refund.
The available resolution will depend on the nature of the problem, product availability, applicable warranties, and consumer protection requirements.
When we confirm that we supplied an incorrect, defective, or damaged product, we will normally provide a prepaid return label or cover reasonable return shipping costs.
We may require the affected product to be returned before issuing a replacement or refund.
The recommended seven-day reporting period does not remove any legal rights that cannot be limited.
- Non-Returnable Products
Unless applicable law requires otherwise, the following products are normally not eligible for a change-of-mind return:
• Products that have been personalized, engraved, printed, configured, or made specifically for you
• Perishable products, food, flowers, plants, or products with a limited shelf life
• Products that deteriorate rapidly or require special storage conditions
• Opened cosmetics, personal-care products, health products, hygiene products, or intimate products
• Underwear, swimwear, earrings, or similar products where return restrictions are necessary for hygiene reasons
• Hazardous materials, chemicals, flammable liquids, gases, batteries, or products subject to special transportation restrictions
• Downloadable software, digital files, license keys, digital content, or electronically supplied products after access, activation, or download has begun, where permitted by law
• Gift cards, prepaid cards, vouchers, store credits, and promotional codes
• Newspapers, magazines, periodicals, and time-sensitive publications
• Products clearly marked as “Final Sale,” “Clearance,” or “Non-Returnable” before purchase, where such restrictions are permitted by law
• Products damaged through misuse, neglect, improper care, unauthorized modification, incorrect installation, or normal wear and tear
• Free gifts, samples, or promotional products that were not purchased separately
A product listed as non-returnable may still qualify for a remedy if it is defective, materially misdescribed, or subject to mandatory consumer protection rights.
- Bundles, Sets, and Promotional Purchases
Products sold as part of a bundle, kit, set, or multi-product promotion should normally be returned together.
If you return only part of a bundle, we may recalculate the order using the regular price of the products you keep. Any promotional discount that no longer applies may be deducted from your refund.
Complimentary products, free gifts, gift-with-purchase products, or promotional accessories connected to the returned product must also be returned.
If a promotional product is not returned, we may deduct its stated or reasonable retail value from the refund, where permitted by law.
- Return Shipping Costs
For an eligible change-of-mind return, you are generally responsible for arranging and paying the return shipping costs.
We will cover return shipping costs when we confirm that the product was defective, damaged before delivery, materially misdescribed, or sent incorrectly.
In such cases, we may provide a prepaid shipping label or reimburse reasonable return shipping costs.
Original shipping, delivery, handling, expedited shipping, shipping insurance, customs fees, and import charges are generally non-refundable unless applicable law requires otherwise.
We strongly recommend using a tracked and adequately insured shipping service.
You remain responsible for the returned product until it reaches the approved return address, except where applicable law provides otherwise or we arranged collection of the product.
We are not responsible for return parcels that are lost, misdirected, damaged, or delayed because the customer used an incorrect address, insufficient packaging, or an untracked shipping service.
- Return Packaging
Please package the product securely to prevent damage during transportation.
Where possible, use the original shipping carton and protective packaging materials.
Do not attach shipping labels, tape, or writing directly to a product’s retail packaging unless that packaging was originally intended to be used as the shipping container.
Damage to retail packaging may affect the refund where the packaging forms an important part of the product’s value.
- Return Inspection
After receiving the returned product, we will inspect it to confirm that it meets the return requirements.
The inspection may include checking:
• The product’s condition
• The serial number
• Security labels
• Packaging
• Included accessories
• Signs of use or damage
• The reason provided for the return
We may reject a return or reduce the refund, where permitted by law, if:
• The return was requested outside the permitted return period
• The returned product is different from the product originally supplied
• The serial number, security label, or identifying information has been removed or altered
• The product is incomplete, damaged, used, modified, contaminated, or improperly packaged
• The product belongs to a non-returnable category
• We reasonably suspect return fraud, product substitution, policy abuse, or unlawful activity
We may contact you for additional information before making a final decision.
- Refunds
After an eligible return has been received, inspected, and approved, the refund will normally be issued to the original payment method.
The refund will include the approved purchase price and applicable taxes.
Shipping and related charges will be refunded only where required by applicable law or where the return resulted from our error.
We aim to initiate approved refunds within seven business days after completing the return inspection.
Your bank, card issuer, payment processor, or digital wallet provider may require additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed that your refund was issued, contact us at [SUPPORT EMAIL].
You may also need to contact your bank or payment provider for further information.
Unless disclosed otherwise for a specific product, we do not charge a restocking fee for eligible standard returns.
- Partial Refunds
Where permitted by law, we may issue a partial refund instead of a full refund when a returned product has lost value because of:
• Unnecessary or excessive handling
• Missing accessories
• Missing components
• Damaged packaging
• Customer-caused damage
• Signs of use
• Improper return packaging
Any deduction will be reasonably related to the product’s reduced value or the cost required to restore it to a saleable condition.
We will explain the reason for a material refund deduction.
- Exchanges
Exchanges are subject to product availability.
We cannot guarantee that a requested replacement size, color, model, or product variation will remain available while your return is being processed.
For faster service, we may ask you to return the original product for a refund and place a new order for the preferred replacement.
When the exchange is required because of our error or a confirmed product defect, we will provide appropriate instructions and cover reasonable replacement shipping costs.
Price differences may apply when exchanging a product for a different model, size, color, or variation.
- Order Cancellations
You may request an order cancellation by contacting [SUPPORT EMAIL] as soon as possible.
Submitting a cancellation request does not guarantee that the order can be cancelled.
Once an order has entered processing, production, personalization, packing, or shipment, we may be unable to stop it.
In that situation, you may need to receive the order and request a return under this policy.
Customized, personalized, or made-to-order products may not be cancellable after production has started, subject to applicable law.
- Refused, Unclaimed, and Undeliverable Parcels
Customers are responsible for providing a complete and accurate delivery address.
If a parcel is returned because of an incorrect or incomplete address, refusal, failed delivery attempt, unpaid customs charge, or failure to collect the parcel, we may deduct the following costs from the refund where permitted by law:
• Original shipping costs
• Return shipping costs
• Customs charges
• Storage fees
• Carrier handling fees
We may also require payment of additional shipping charges before resending an undeliverable order.
- International Returns and Customs Charges
International customers are responsible for following our return instructions and completing any required customs documentation.
Import duties, taxes, brokerage charges, customs fees, and similar government charges are generally non-refundable because they are collected by government authorities or third-party shipping providers.
You may contact the relevant customs authority to determine whether a refund of import charges is available.
When returning an international order, mark the parcel as “Returned Goods” where legally appropriate.
Incorrect customs declarations may cause delays, additional charges, or rejection of the parcel.
- European Economic Area and United Kingdom Customers
Where applicable law grants a statutory right to withdraw from an online purchase, you may notify us within the legally required withdrawal period without providing a reason.
For many eligible consumer purchases in the European Economic Area and the United Kingdom, the withdrawal period is 14 days beginning after the goods are received.
After notifying us, you may be required to return the goods within a further 14 days.
Statutory withdrawal rights may not apply to certain products, including:
• Personalized products
• Rapidly perishable products
• Unsealed hygiene products
• Certain digital content after supply has started with the required consent
Where a statutory withdrawal right applies, we will provide the refunds required by law, including eligible standard delivery charges.
You may remain responsible for return shipping costs where we informed you of that responsibility before purchase.
- Warranty Claims
Returns under this policy are separate from any manufacturer warranty, product warranty, or mandatory legal guarantee.
Products that develop a fault after the standard return period may still qualify for repair, replacement, or another remedy under an applicable warranty or consumer law.
To submit a warranty claim, contact [SUPPORT EMAIL] and provide:
• Your order number
• A description of the problem
• Photographs or videos
• Information about any troubleshooting steps already completed
- Return Fraud and Policy Abuse
We reserve the right to refuse transactions, limit future purchases, reject returns, or take other reasonable action where we identify:
• Product substitution
• Altered serial numbers
• False damage claims
• Repeated return abuse
• Wardrobing
• Fraudulent chargebacks
• Deliberate product damage
• Other unlawful activity
Any fraud-prevention action will be applied in accordance with applicable law and will not limit legitimate consumer rights.
- Changes to This Return Policy
We may update this Return Policy from time to time to reflect changes in our products, operations, shipping methods, or legal obligations.
The revised policy will be published on this page with an updated revision date.
The policy in effect when you placed your order will normally apply to that purchase unless a later version provides greater rights or applicable law requires otherwise.
- Contact Us
For questions about returns, refunds, exchanges, cancellations, damaged products, or warranty claims, contact:
Store name: kelikeji.com
Email: [email protected]
Website: https://kelikeji.com/
Business address: Room 1301 Tower A, Greenland Plaza Tongzhou District Beijing, China
Customer service hours:
Mon-Fri: 8 am – 5 pm
Sat-Sun: 12 pm – 6 pm
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