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Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Our finance department processes refunds at the end of each month. However, for special cases, we can issue refunds directly via PayPal.

If you did not receive the goods or received damaged goods, we can provide a free replenishment service! Additionally, we do not offer replacements for reasons such as not liking the product, changing your mind, or unsatisfactory effects.

  • Customers are responsible for the return shipping costs and must arrange shipment back to our warehouse.

  • If the initial order amount becomes less than $59 after eliminating the return items, the cost for the initial shipping fee of $4.99, will be excluded from the total refund amount.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  • If it is not due to quality problems, the product picture, tag and complete package should be provided before returning the product, so as to ensure that we can sell the product again. If you have quality problems, please provide evidence and detailed description of quality problems.

  • For returns not due to quality issues, customers are responsible for all postage costs. An additional fee of 5% of the order amount will be charged to cover logistics and handling.

To start a return, you can contact us at sales@ktchic.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refund Policy for Items in Transit

  • Cancellation During Transit: If you wish to cancel an order that is already on its way, you may do so under specific conditions. Please contact our customer service as soon as possible to initiate a cancellation request.

  • Refund Amount: If the cancellation request is accepted, the refund amount may be subject to a restocking fee or a cancellation charge. The specific fee will depend on the stage of delivery and the condition of the goods at the time of cancellation.

    • If the item has not yet been dispatched from our warehouse, a full refund will be issued.
    • If the item is already in transit, a cancellation fee of 15% of the item’s price will be deducted from your refund to cover logistics and handling costs.
  • Processing Time: Refunds for items in transit that are successfully cancelled will be processed within 7-10 business days upon confirmation of the cancellation. The funds will be returned to the original method of payment.

  • Ineligible Items: Certain items may not be eligible for cancellation once they are in transit, especially custom-made or personalized items. Please check our full list of non-returnable items for more information.

How to Start a Return Process

To initiate a return, please contact us via email at sales@ktchic.com. Once your return request is accepted, we will send you detailed instructions on how and where to send back your package. Please note that items sent back to us without a prior return request will not be accepted.

Packing Guidelines for Returned Items

Please follow these guidelines when packing items for return to ensure the safety and integrity of the merchandise:

  1. Packaging the Item: Use the original packaging materials to repackage the product. If the original packaging is damaged or lost, use packaging materials of similar quality to ensure the product is not damaged during transit.
  2. Check for Completeness: Ensure that the returned product is free from any man-made damage and includes all tags, manuals, and other accessories.
  3. Shipping the Item: Once you have our confirmed return address, take the package to the post office or your chosen courier service provider to ship it.
  4. Provide Tracking Information: After shipping the package, please send us the courier tracking number so we can track the return of the parcel.

Refund Process

We will process a refund to your original payment method once we receive the returned item and confirm that its condition has not affected its ability to be resold. The refund processing time may vary depending on your bank or credit card company, typically requiring 5-10 business days.

Important Notes

Please note that according to our return policy, certain types of items (such as customized products, perishable goods, etc.) may not be eligible for return. For detailed information, please refer to our return policy or contact customer service.

Customer self-serve returns

All customers can request and manage returns on their own from new customer accounts.

New customer account URL: https://shopify.com/72784183606/account

You can always contact us for any return questions at sales@ktchic.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Please note that certain types of items are not eligible for returns due to their nature:

- **Custom Products**: Any items that are made-to-order or personalized according to specific requirements are not eligible for return. This includes custom-fitted clothing and accessories tailored to individual preferences.

  - **Final Sale Items**: Products marked as 'Final Sale' are sold "as is" and cannot be returned or exchanged. This includes clearance items and end-of-season sales products.

  - **Gift Cards**: For security reasons, gift cards cannot be returned or refunded.

- **Health and Hygiene Items**: Due to hygiene and health standards, we cannot accept returns on certain types of merchandise such as undergarments, swimwear, and pierced jewelry unless they are returned sealed and unworn.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method or other methods within 5-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@ktchic.com.