Our Commitment

At Kwoking, quality and customer satisfaction are our top priorities. Each product undergoes strict multi-stage inspection before shipping. However, if you're not fully satisfied with your purchase, our flexible return policy is here to help resolve the issue smoothly.

Contact Us

For questions not covered below, please email us at [email protected] with the following information:

l Your order number

l A detailed description of the issue

l Clear photos or videos of the problem

We’ll get back to you with further assistance as soon as possible.

Cancellation Policy

Please note: 

All order cancellations incur handling fees, regardless of shipment status.This is due to additional labor for warehouse coordination, order processing, and—for shipped items—logistics management.

It is the first place for us to provide quality product for every customer even at a cost-effective price. In this case, it always takes a longer time and a higher cost for us to prepare and check the product for multi stages. We appreciate your patience and trust in our process.

If you would like to change the order before the shipment, instead of a cancellation, there will no handling fees incurred. We'll help you update the item at no extra cost, though any price difference between the items will be your responsibility.

For more details, please check the following description carefully:

Cancellation Before Payment

1. Log into “My Account” and click on “My Orders”.
2. Click on the order number that you would like to cancel.
3. Click on “Delete this order” and confirm that you want to cancel it.

Cancellation Before Shipment

• Within 48 hours of placing order:10% handling fee (Order Total Price × 10%)
• 48 hours after placing order:20% handling fee (Order Total Price × 20%)

Please note:Once an order has shipped, cancellation is no longer possible.

Cancellation After Shipment Begins

• 48 hours after placing order and starts shipping:

*We will attempt to intercept the shipment.

If interception is successfully:

50% handling fee (Order Total Price × 50%) + Non-refundable shipping costs

If interception fails:

60% handling fee (Order Total Price × 60%) + Non-refundable shipping costs

Failed Delivery Caused By Customer Actions

If delivery fails because of an invalid contact information provided by customer, OR  customer refusal to accept delivery, then handling fees will be: 60% handling fee (Order Total Price × 60%) + Non-refundable shipping costs

Return Policy

Upon receiving your order, please inspect the items carefully. Returns or exchanges are accepted only if:

l Items are unused

l In original packaging with tags

l Within the specified return window

14-Day Guarantee (DOA/Damaged Items)

If the item arrived broken or defective, please check and then contact us within 14 days of delivery. Please take required photos when receiving the defective package, including the whole condition of the parcel, labels attached on the package, and any other photos to show the issue. These photos are necessary for processing your claim.

If the item has a high value, we may ask you to return it. Please include all original accessories, like cables, chargers, batteries, in the returned parcel. If an accessory or component is missing, we will ask you to pay for it.

60-Day Conditional Returns

If the item arrived in a non-defective condition, we can ONLY arrange a partial refund(item cost minus shipping fees) for you. You will be responsible for the whole return shipping fees.

If the item arrived in a defective condition, please check the 14-Day Guarantee (DOA/Damaged Items) below or the product warranty of its category. The party responsible for the damage will be responsible for covering the shipping fee. The return package should contain all the accessories of this product. If an accessory or component is missing, we will ask you to pay for it.

After 60 Days From Delivered

We would not accept any request, including for a refund, a replacement, or an exchange.

Please inspect your order promptly upon delivery.

International Returns

If you wish to return an item after receiving it:

You must arrange and pay by yourself for return shipping to China(we cannot accept returns at overseas warehouses at this moment), including the following costs:

(1) All return shipping costs

(2) International customs clearance fees

For more details and return procedures, please contact your local courier for assistance with international returns.

How to Return

Please contact us at first for approval and for a return instructions. Please note an unauthorized returns will not be accepted for us,regardless of after-sales type.

When you start the return procedure, you will be responsible for:

(1) Pack Securely: Include all accessories, original packaging, and a note with:

l Order number

l Product name / the SKU number

l A brief description of the issue occurred with this product

(2) Ship & Track:

l Use the provided return address (not parcel pickup location).

l Email us the tracking number and shipping receipt.

Once we received your return and an inspection by the warehouse, we will process the refund to your original payment method within 1-5 business days.

Optional Shipping Insurance Policy

To enhance the safety of your order during international transit, we offer optional Shipping Insurance at checkout. This service provides additional protection for high-value and fragile items.

With Shipping Insurance:

1. Free replacement for any damage incurred during transit.

2. Upgraded protective packaging, especially recommended for fragile or high-value items.

3. Delivery recommendation: Please arrange to receive the package in person:

(1) If damage is reported after delivery and was not signed for face-to-face, we will offer either a free reshipment or a partial refund, depending on the circumstances.

(2) If you refuse delivery due to visible damage, no return shipping or handling fees will be charged.

4. In case of transit damage:

(1) We will replace any damaged or missing parts.

(2) If the package is severely damaged, a full reshipment is available.

(3) If no replacement is requested and the item is not returned, you may receive a refund of up to 40% of the product price.

Without Shipping Insurance:

1. Conditional replacement may be offered for transit damage, with possible additional fees depending on the case.

2. Standard packaging is used.

3. If delivery is refused due to visible damage, the customer will bear the full return shipping, customs clearance, and handling fees. In such cases, the maximum refund is 20% of the item price.

4. In case of transit damage:

(1) Only damaged or missing parts will be replaced.

(2) If no replacement is arranged and the product is not returned, the maximum refund available is 20% of the product price.

Important Notes

1. For international returns: We recommend using standard postal services instead of express carriers (DHL/UPS/FedEx) to minimize potential customs fees. Please note: customers are responsible for any import duties or taxes incurred during the return process.

2. For transportation costs: Once your order has entered the shipping process, all transportation costs become non-refundable. This includes cases where cancellation occurs after shipment departure or when returns are initiated by the customer.

3. For return inspection:All returned items undergo thorough inspection upon arrival at our warehouse. Refunds will be processed only after verifying the product meets our return conditions (unused, in original packaging with all accessories).

By placing an order on Kwoking.com, you agree to the terms stated in this Cancellation & Return Policy. We reserve the right to update this policy at any time. Any changes will be published on our website or Help Center.