Return policy

Return Policy

Cancellation

We accept cancellations before the product is shipped or produced. If the order is canceled, you will receive a full refund. However, once the product has been shipped, the order cannot be canceled. To request a cancellation, please submit a request through our customer service. Orders are processed within 2–5 business days after payment. Processing time may vary depending on product type and stock availability.

Returns (if applicable)

We accept returns of products. Customers have the right to request a return within 30 days of receiving the goods. To be eligible for a return, the item must be unused, in its original condition, and in the original packaging. A purchase receipt or invoice is required to complete the return. Please contact our customer service to obtain the correct return address before sending the item.

Return Address:
18 Scenic Villa Drive, Sandy Bay, Hong Kong Island Hong Kong SAR

Please contact customer service and obtain a return number before return. Returns without a return number will not be accepted.

Important Notes

  • Custom-made or personalized items are non-refundable within 30 days.

  • If the return is initiated by the customer (e.g., due to a change of mind), the customer bears the return shipping costs. The exact costs depend on the chosen shipping service provider.

  • If the return is due to an error on our part (e.g., damaged or incorrect item), we will cover the return shipping costs.

  • No restocking fees apply to returns.

Refunds (if applicable)

Once we have received and inspected your returned item, we will send you a confirmation email. You will be informed whether your refund has been approved or rejected. If approved, the refund will be processed automatically to your original payment method within 5 business days.

Delayed or Missing Refunds (if applicable)

If you have not received your refund, please follow these steps:

  1. Check your bank account again.

  2. Contact your credit card company, as it may take some time for the refund to be posted.

  3. Contact your bank, as refund processing times may vary.

If you have completed all steps and still have not received your refund, please contact us at support@kbzcare.store.

Return/Refund for Defective or Damaged Items

If an item arrives damaged or defective, the seller is obligated to offer a free repair, replacement, or full refund. In such cases, we will also cover the return shipping costs.

  • If the item arrives damaged or defective, we will cover the return shipping costs.

  • If the customer chooses an express shipping option for the return (if available), the customer bears the additional costs.

To request a refund for a defective or damaged item, please email us at support@kbzcare.store with photos or videos of the damaged/defective product. Refunds will be processed within 5 business days after inspection.