1.About product damage
If your item arrives damaged or is not working, please contact us for returning policy within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. 100% risk-free you shop at Kemove .
Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging to us. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s).
After Kemove has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded. If our technical team determines the item is not DOA , Kemove will not compensate the return shipping fee.
Product returns must be via one of Kemove’s approved shipping methods; our Support Center will state that by email before return.
2、30 Days Refund Guarantee for Unopened ,Unused
If for whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customers responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.
Note that the returns shipping fee is non-refundable and products must be returned unopened and unused for a refund. Besides, we will deduct part of expenses from the original order as the previous freight charge.
3、About Canceling Order And Refund
①Order can not be canceled if it was shipped out, shipping fee ,tax and any other fees it may cause (to destination country & back to China)are the customers responsibility and is non-refundable. And we will deduct part of expenses from the original order as the previous freight charge. If there is any money left after all expenses,we will refund; If the order amount is not enough to cover all expenses, customer needs to compensate us for the remaining expenses, for example, custom tax and shipping fee.
②Order can be canceled if it was not be shipped out, we will refund all money.
Returns and Compensation Process
If you have any after sales issues, please contact our customer service team directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.
This following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back, and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details:
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries. (now Credit card payment is unavailable, we will add it in a short future)
For repairs, it will take between 5-7 business days depending on the item and our factory stock of spare parts.
Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with Customer Service. Customers must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair, however customers can return it at their own cost and pay a fee for the repair. Return shipping fees will be the customers responsibility in such cases.
Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
– Flash the firmware of a device or root a device
– Open the body in an attempt to fix the device
– Modify, remove, customize, or swap parts of the product
– Use the device in a way that it is not originally intended for
– Continue to use the item once a fault occurs and causes more damage
All returns must first be authorized by Kemove’s Support Team prior to return. Please contact us for steps. For incomplete warranty requests, Kemove reserves the right to refuse any compensation, such shipping fee, tax and others it may cause. If the customer has returned the package without prior authorization, sends to the wrong address, returns an incorrect item, or submits an empty package, then again Kemove reserves the right to refuse any compensation.
All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Kemove will offer an alternative solution.
Except for problems with our products that require the return of items, shipping costs are our responsibility.
The shipping fee for returning the product back will be paid by the customer.
During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases we will deduct the customs fees from your authorized refund amount.
Kemove will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the extra cost will be undertaken by the customer.
In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibilities and are at their own expense.
②How to Request Warranty (Return, Repair and Refund)
If your item has an issue, please first email to us.
Please carefully follow our warranty process to minimize any delays:
Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
Tell us what steps you have already taken to resolve the issue.
Provide the item code indicated on the outer packaging.
Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
③Missing Item(s), Wrong Item(s),Damaged Packing or Incorrect Package Sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
Contact us with your order number and the product code (SKU number)
Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
– If there is a item missing, we will resend the missing item/accessory for free within the warranty period.
– If damaged package, we will resend you a new part or even a new product, it depends on the degree of breakage.
– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Kemove will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
5、Lifetime Technical Support
Reliable, helpful and flexible, Kemove offers basic technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.