Returns & Refund
Common orders can be cancelled at no charge up until shipment. Generally, we will send the items out within 24hrs after we receive the payment for in stock item. So please submit cancellation request to customer service within 2 hours after you place your order. Beyond the time limit, restocking/processing fees will apply to cancellations even though the order has not been shipped out. Orders that already shipped cannot be cancelled and will be treated as returns.
General Return Policy
（1） If for any reason you are not 100% satisfied with your purchase within 2 weeks of receipt, you may return any unused merchandise for a refund, credit or exchange (minus shipping & handling). All returned items must be in brand-new condition, unused and with original tags and box attached, and credit is subject to merchandise being reviewed by our Quality Assurance Specialists.
（2） Requests to return items due to quality issues, damage during shipping, color/style/size error from us must be accompanied by photos that clearly shows the problem within 3 days after delivery date.
（3） Merchandise that is damaged or altered in any way by a buyer other than us cannot be returned. A merchandise credit will be issued if merchandise received as a gift is returned by the recipient.
（4） For all returns, please contact our Customer Service. Our Customer Service representatives determine the eligibility for refunds and exchanges once customers have contacted us and explained their reasons for return. Returning packages without prior approval from Customer Service will be halted or delayed.
（5） We reserve the right to charge a handling fee on all items returned for other reasons.
If we shipped you wrong item
You have the option of 1) exchanging it for the correct item; 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with Customer Service before sending items back.
If we shipped you an item in the wrong color
You are eligible for a full refund. (Perceived color difference due to the display settings of your computer monitor are not grounds for a refund.).
If you aren't satisfied with your purchase
You may be eligible for a return or exchange depending on your situation and the type of item involved. If you return the item for refund, the shipping fee for returning the item is on your side, and please kindly notice we will need to deduct the original shipping fee for sending the order, a restocking fee range from $5-$10 will be applied for items without original tag attached. Your return could be rejected if the item is damaged for non-quality case. Any items or accessories lost during the return process will also be deducted from the refund.
How to Return Items
It's our responsibility for us to provide effective and convenient return and replacement service to our customers, In order to fulfill 100% customer satisfaction guarantee, we strongly recommend you to read the following content before you return the items.
At the same time, you can send email to "email@example.com" about returning items to kaykelly.com.
Please following the steps below to return items:
Step 1: Read Our General Return Policy
Step 2: Submit Your Return Request by email
To initiate a return, please send an email to firstname.lastname@example.org. Please ensure your email title include the order number related with the items you want to return, at the same time, please ensure that you will give detailed information about why you want to return the item. In additional, we suggest you use the same email address that you have used to register your account on kaykelly.com to send us the return request email.
Step 3: Return Case Review
Once we received your return request, one of our service agent from customer service department will review the case, If necessary, we will request additional information about your order, In most cases, we will accept return request, normally customer will cover the shipping charge for return if it's not our fault.
Step 4: Return Case Confirmation
We will notify you by email about your return case, and give the return address for you to send the goods back to us; kaykelly.com accepts no responsibility, regardless of value, for untrackable or uninsured items and cannot complete your return. Be sure to check with your preferred carrier, as USPS, FEDEX and UPS each have different tracking and insurance policies.
Step 5: Customer send item back to kaykelly.com
Please package the item, and send to kaykelly.com’s return center, please using a trackable shipping method like USPS, DHL, FedEx, TNT, EMS etc., and then just reply the email with the order number and tracking number to our Service@kaykelly.com.
Step 6: We Received Returned Goods
Normally it will take 5-10 days for your goods returned back to our return center, and we will notify you by email when we receive your good.
Step 7: We Release Refund
We will release refund within 7 banking days normally after we received your goods.
Please kindly notice if customer opened a dispute on PayPal or charge back from the bank, KAYKELLY will not be able to process the refund request anymore. Once the dispute or charge back issued by bank or PayPal, they will block the payment for 7-15 banking days. In order to process your refund a.s.a.p. please contact KAYKELLY service team at first if you have any request for refund.