- Tracking Order
- Ordering Guidance
- How long does it take for my order to ship?
- Where is my order?
- Can I make changes to my order?
- Why I didn’t get an email about my order delivery?
- How can I cancel my order?
- How to change/modify billing address?
- What should I do if I did not receive a confirmation email?
- Shipping Info
- What countries or regions do you ship to?
- I still haven’t received my package. Where is my order?
- Why was my package returned?
- Why was my order divided into two or more packages?
- Why hasn't my shipping information been updated?
- What if I am not at my shipping address?
- Are there any additional fees involved in shipping?
- What if I don't want it because of the customs taxes?
- Why it shows that my tracking number is invalid?
- About Shipping Addresses
- Return Policy
- Our Guarantees
- I've returned my item; how soon will I receive my refund?
- How do I return an item?
- What to do if my refund is wrong?
- What items cannot be returned?
- Why didn't I get my full refund?
- Have you received my returned items?
- What payment methods are available in my country?
- Why my payment was declined?
- Why do I need to verify my payment of my order?
- How to pay with points?
- Can I use more than one coupon/offer at a time?
- How long does it take to get back the points?
- Can you refund the price difference?
- What should I do if my promotion code isn't working?
- Can I use one more than one discount?
- Am I able to be refunded the difference for a discount item?
- Payment Methods
- Terms & Use
- Copyright Notice
- Contact Customer Care
- About Us
- Where are your products sent from?
- Do you offer a wholesale discount for bulk buying?
- Where can I find your latest products?
Our Return Policy
Did you love your order? If not, see below for all the return details.
We encourage you to go on a thorough check-up when you receive the package and make sure whether the items are the ones you have specified. If you are going to exchange/return the product, please make sure that they are in the original condition, unused, undamaged and in original package.
Return a DOA (dead on arrival) item
If the item arrived broken, please contact us within 14 days from the delivery date and follow the procedure for the 14 Days Product Guarantee.
If your purchase is devoid of any quality or appearance issues, yet you are still dissatisfied with it, and the product remains in a pristine, unused condition, we can arrange for a partial refund. This refund will encompass the item's cost, with the exclusion of the shipping fees.
If a product is damaged or not working, please refer to our 14 Days Product Guarantee or the warranty of its category. The return package should contain all the accessories of this product, which should still be in good condition.
We will not accept requests for a refund or a replacement after 60 days from delivery.
Please contact our customer service representatives for more information.
Defective, Damaged, Mis-shipped, Lost Items:
1. You are eligible for a partial/full refund or a free replacement if we shipped you a defective, damaged or mis-shipped item. For lost items, we will reship for you if it’s in stock. Or else you will get a refund.
2. If you have concerns about your item being damaged during shipping, please take photographs or record videos to provide visual evidence of the issue. Including images of the damaged item, its packaging, and the label affixed to the outside of the package will greatly speed up the processing procedure.
Cancellation after payment
Please note that we may offer a corresponding cancellation policy or solution to customer’s inquiries based on the different product categories.
1. Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
2. Orders canceled beyond 24 hours after payment confirmation will be eligible for a full refund consisting of full shipping cost and 100% of the product purchase price.
3. Once your order has been shipped, it can no longer be canceled.
How can I return the defective item to KWOKING
Please contact us before returning a defective item to receive the return shipping address and other instructions. KWOKING will not be responsible for returned item(s) without notifying us in advance.
Below are some further suggestions and important reminders:
1. Keep all the packaging materials and shipping notes, which may be necessary for processing your return request;
2. After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
3. Refunds will be arranged to the same payment method you used to place this order. All the intermediary handling fees and bank processing fees will be at the customer's expense;
4. You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request;
5. We can arrange a refund or a replacement of the product after receiving the defective item;
6. Please place a note inside the return package by including the following details (this will accelerate your return request):
What we need:
1. your order number;
2. the product ID or name and the quantity;
3. a short description of the problem occurred with this product;
1. Once your request has been approved, our customer service will offer you the return address (not the location address or the parcel address).
2. Please send the item back to the return address as soon as possible and then send us the tracking number.
3. Items received unused, undamaged and in original package. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned.
4. We reserve the right not to process the refund if your request not be approved or items returned in unacceptable condition.
Any purchase on KWOKING.com indicates that you have read, understood and agreed with our Cancel and Return Policy stated above. KWOKING reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the forum or the relevant section of our help center.