Return Policy - Kwoking

Thank you for choosing to shop with us. This Policy is intended to define both parties’ rights and obligations, improve processing efficiency, and standardize how we handle cancellations, after-sales matters, returns, refunds, replacements, reshipments, shipping issues, missing-part claims, and warranty requests. By submitting an order through our website, you confirm that you have read, understood, and agreed to the terms of this Policy.

1. General Principles

All requests relating to cancellation, return, refund, replacement, reshipment, missing parts, or any other after-sales matter are subject to our review and final approval.

In evaluating any case, we may decide the most appropriate solution based on the product condition, order status, logistics status, the type of issue involved, available supporting evidence, allocation of responsibility, whether the goods remain suitable for resale, whether insurance was purchased, and any actual costs that have already been incurred.

To the maximum extent permitted by applicable law, customers may not unilaterally insist on a particular remedy, including but not limited to a refund, full refund, order-wide refund, refund without return, exchange, or reshipment.

Where an after-sales case is approved, we may prioritize remedies in the following sequence:

a. Usage guidance, installation guidance, or troubleshooting

b. Replacement parts or partial reshipment

c. Partial replacement or full reshipment

d. Exchange or another alternative solution

e. Partial refund

f. Full refund

A refund is not the standard remedy and will only be considered as an exception when other options are unavailable, commercially unreasonable, or otherwise deemed appropriate by us.

2. Definitions

Processing Time

“Processing Time” means the period beginning after payment has been successfully received and ending before the goods are physically handed over to the first international carrier, export logistics provider, or pickup logistics party. The Processing Time displayed at checkout is the applicable processing commitment. If the goods are handed over to the first carrier within that stated Processing Time, our shipping obligation will be deemed fulfilled.

Shipped

An order is considered “shipped” once any one of the following occurs:

a. The goods are physically handed over to the first international carrier

b. The export logistics provider has accepted the goods

c. There is an acceptance scan, pickup record, airway bill, shipping record, handover record, export transfer record, or other objective logistics evidence showing transfer to the first shipping party

Estimated Delivery Window

“Estimated Delivery Window” refers to the delivery time range shown at checkout. Unless we expressly provide a guaranteed delivery commitment in writing at checkout or otherwise in writing, any delivery date or delivery range is only an estimate and does not constitute an unconditional guarantee of the final delivery date.

Non-Quality-Related Cancellation

A “Non-Quality-Related Cancellation” means a request for cancellation, return, or refund that is not caused by a product quality problem or our failure to fulfill the order. This includes, without limitation, a change of mind, dislike, mistaken purchase, subjective dissatisfaction, change in preference, or unwillingness to wait while the order is still within the disclosed Estimated Delivery Window.

Quality Issue

A “Quality Issue” includes, but is not limited to:

a. Shipping damage

b. An obvious functional defect

c. The wrong item being sent

d. Missing parts or missing items

e. A clear mismatch with the core ordered specification

Unauthorized Return

“Unauthorized Return” means any refusal, return, self-arranged return shipment, shipment to the wrong address, shipment to the original shipping-label address, shipment to a website-listed address, or any other return-related behavior carried out without our prior written approval and return instructions.

Partial Refund

A “Partial Refund” is a refund covering only part of the item amount or order amount. Before issuing any refund, we may deduct applicable charges, including but not limited to return shipping, outbound shipping, intercept fees, storage fees, handling fees, restocking fees, depreciation deductions, and any other actual costs incurred.

Refund Without Return

“Refund Without Return” is an exceptional arrangement under which the customer keeps the goods and, at our sole discretion, we provide limited compensation or a partial refund. This is not a remedy that customers are automatically entitled to demand.

Insurance

“Insurance” means the optional order protection service purchased at checkout. Orders that include insurance may be eligible for broader support, different handling rules, or priority for higher compensation. Orders that do not include insurance are not guaranteed the same scope of compensation, refund, or protection. Coverage details, limitations, exclusions, and claim rules are governed by the website description, checkout disclosure, and any supplemental terms.

Warranty

“Warranty” refers to our limited product warranty. Unless the product page, order page, checkout page, or our written confirmation states otherwise, the warranty period is 180 days beginning on the delivery date shown in the carrier’s official tracking or delivery record. The warranty does not create an unconditional right to a refund, replacement, or reshipment.

3. Order Cancellation Policy

3.1 Basic Rule

If a customer wants to cancel an order, the customer must contact our customer service team through the designated channel and submit a cancellation request. Submitting such a request does not mean the order has been canceled, nor does it mean any applicable fee has been waived.

Whether cancellation will be accepted, whether the order qualifies for cancellation, what portion of the order amount may be refunded, and what deductions may apply will all be determined by us based on the actual status of the order.

3.2 Cancellation Within 48 Hours

If a customer initiates a non-quality-related cancellation within 48 hours after placing the order, and the order has not yet shipped, we may charge a cancellation fee equal to 10% of the order amount.

3.3 Cancellation After 48 Hours but Before Shipment

For customer-initiated, non-quality-related cancellation requests made more than 48 hours after the order is placed, where the order has not shipped but has already entered product preparation, warehouse allocation, picking, packing, scheduling, freight allocation, or another order-processing stage, we may charge a cancellation fee equal to 20% of the order amount.

3.4 Cancellation After Shipment

Once an order has shipped, non-quality-related cancellation is generally not accepted.

If we nonetheless agree to assist with a post-shipment cancellation, any refund that may be granted will be calculated only after deducting applicable charges, including but not limited to:

a. Outbound shipping charges

b. Intercept fees

c. Return freight

d. Storage fees

e. Handling fees

f. Restocking fees

g. Other actual service, processing, warehouse, or logistics costs already incurred

A customer’s refusal to accept delivery is not treated as automatic cancellation and does not automatically create a right to a full refund. Any costs caused by refusal, intercept, return, storage, or disposal may be deducted from any refundable amount.

3.5 Special-Order and Restricted-Cancellation Items

We may decline cancellation altogether, or impose higher cancellation charges, for custom-made items, specially procured items, made-to-order items, items for which production has started, inventory-locked items, items in special color/size/voltage configurations, bundle or multi-box items, oversized items, LTL freight items, and any product expressly marked as non-cancellable.

4. Processing Time, Shipment Status, and International Shipping

Some orders are shipped from China or other overseas locations. International shipping frequently includes an initial international transit leg followed by a separate domestic last-mile delivery leg.

Before the goods enter the destination country and are transferred to the local carrier, a local tracking number may not exist yet, may not be activated yet, or may not show updates yet. For that reason, the lack of local tracking updates does not by itself mean the order has not been shipped.

If we are able to show that the goods were transferred to the first international carrier or export logistics provider within the Processing Time disclosed at checkout, we will be regarded as having shipped the order on time.

If both of the following conditions are satisfied:

a. The order was shipped within the disclosed Processing Time; and

b. The order remains within the Estimated Delivery Window disclosed at checkout,

then the customer may not claim that we failed to ship on time, may not demand a no-cost cancellation, may not require a full refund, and may not make a non-quality-related cancellation request solely because the parcel has not yet been received, the local last-mile tracking number has not yet appeared, the local tracking has not updated, the parcel is still in international transit, or customs or local handover has not yet been completed.

To the maximum extent permitted by applicable law, we are not automatically liable for refunds or compensation when delays, delivery disruptions, or tracking irregularities result from customs inspections, port congestion, airline delays, vessel delays, backlogs at local carriers, weather, holidays, system update delays, or other circumstances beyond our reasonable control.

5. Requirements for After-Sales Requests

All requests involving cancellation, return, refund, replacement, reshipment, missing parts, shipping damage, or similar after-sales matters must first be submitted to us and must receive our written authorization before any further action is taken.

Without our prior written approval, customers must not independently return, refuse, redirect, destroy, repair, alter, dispose of, or otherwise handle the goods, and must not arrange third-party return shipment, repair, or modification.

Customers must provide complete, truthful, and clear supporting materials when requested by us, including but not limited to:

a. Order number

b. A description of the issue

c. Clear photos of the product

d. Clear photos of the issue

e. Photos of the outer packaging

f. Photos of shipping labels and carton labels

g. Flat-lay photos of all included parts where relevant

h. Videos of the unboxing process or the reported problem where relevant

i. Any other supporting documents or evidence that we may reasonably request

If the customer fails to provide requested materials, provides incomplete or unclear evidence, submits contradictory materials, or declines to cooperate in supplying supplemental evidence, we may reject the claim, delay processing, limit the remedy available, reduce compensation, or deny a refund or replacement.

Customers must retain the original packaging, including but not limited to outer cartons, fillers, inserts, labels, accessories, manuals, and hardware, until the case is fully resolved. Missing packaging may prevent return pickup, hinder verification of responsibility, reduce refund eligibility, restrict return approval, or disqualify the case from certain remedies.

6. Quality-Issue Handling

If the product arrives with shipping damage, obvious functional defects, missing parts, or the wrong item, the customer must contact us within 7 days from the delivery date shown by the carrier’s official tracking and must provide the requested supporting materials.

After review, we may offer one or more of the following:

a. Replacement parts

b. Reshipment

c. Replacement product

d. Partial refund

e. Refund

We reserve the right to prioritize non-refund solutions, including troubleshooting, parts replacement, reshipment, or replacement. A problem affecting only part of the order or product does not automatically entitle the customer to a full order refund.

Without our prior written authorization, the customer must not continue installation, repair, alter, or disassemble the disputed goods. Unauthorized repair costs will not be reimbursed, and unauthorized handling may reduce available compensation or restrict refund eligibility.

7. Non-Quality-Related Returns and Refunds

Non-quality-related matters include, without limitation, change of mind, dislike, mistaken ordering, subjective dissatisfaction, style mismatch, or unwillingness to wait while the order remains within the disclosed Estimated Delivery Window.

For non-quality-related requests, we may prioritize the following remedies:

a. Exchange

b. Partial refund

c. Return-for-refund subject to deductions

A full cash refund is not the default solution.

We may accept a non-quality-related return only if all relevant conditions are met, including that the product is unused, uninstalled, not fixed in place, not powered on, not cut, unmodified, complete, in resalable condition, still in intact packaging, includes all labels/accessories/manuals, and has received our written approval.

To the maximum extent permitted by applicable law, the customer will be responsible for, or we may deduct from any refund, the outbound shipping cost, return shipping cost, handling fees, restocking fees, depreciation deductions, special delivery charges, storage charges, processing charges, and any other actual costs incurred for non-quality-related returns.

If the product has been cut, opened, assembled, installed, fixed, powered on, modified, used, or is otherwise no longer suitable for resale as new, we may refuse the return, provide only a partial refund, apply a higher restocking fee or depreciation deduction, or deny a cash refund.

8. Refund Without Return

Refund without return is offered only in exceptional situations and solely at our discretion for reasons related to logistics, efficiency, or case resolution. It is not a customer right.

We alone will determine whether refund without return is available, the amount of any such refund, whether the customer may keep the goods, and whether the case must be treated as closed once settlement is made.

For uninsured orders, if we agree to provide compensation without requiring a return, we may give priority to replacement parts, reshipment, or a limited partial refund.

To the maximum extent permitted by applicable law, if an order does not include insurance and the customer requests refund without return, any such compensation may be limited to no more than 20% of the order amount or the affected item amount, unless we expressly agree otherwise in writing.

We may refuse refund without return where the evidence is insufficient, the product condition cannot be clearly determined, the customer has already disposed of the product, the packaging has been discarded, or the customer has engaged in abusive, duplicative, or dishonest claim behavior.

9. Address Errors, Failed Delivery, No Contact, Missed Appointments, and Refusal

Customers are responsible for providing a complete, accurate, and deliverable shipping address, valid contact information, and cooperating with contact attempts, delivery appointments, and receipt arrangements.

If delivery fails due to customer-related issues, including but not limited to an incomplete address, incorrect address, invalid phone number, failure to respond, refusal of delivery, missed delivery appointment, or mismatch in recipient information, the customer will bear the resulting responsibility and costs.

We may charge, or deduct from any refundable amount, the costs resulting from such situations, including but not limited to:

a. Address correction fees

b. Redelivery fees

c. Reappointment fees

d. Storage fees

e. Return freight

f. Handling fees

g. Any other actual costs incurred

If returned goods remain unresolved or unclaimed after we provide notice and within the timeframe specified by us, we may regard the goods as abandoned and dispose of them. In those circumstances, we may deny a refund in full or issue only a limited refund after deducting all associated charges.

10. Insurance

Orders purchased with insurance may be eligible for broader support, higher compensation potential, or higher-priority handling, subject to the applicable insurance terms.

Orders without insurance are not guaranteed the same compensation, refund, or refund-without-return treatment that may be available to insured orders.

Unless we expressly state otherwise, insurance fees are non-refundable.

11. 180-Day Limited Warranty

Unless a different warranty period is stated on the product page, order page, checkout page, or in our written confirmation, the warranty period is 180 days starting from the delivery date shown in the carrier’s official tracking or delivery record. It does not begin on the payment date, order date, shipment date, installation date, first-use date, or the date all parcels in a multi-box order are delivered.

If, during the warranty period, we confirm a non-human-caused quality issue, we may provide one or more of the following:

a. Troubleshooting or usage guidance

b. Replacement parts

c. Partial replacement

d. Full reshipment

e. Partial refund

f. Other reasonable solutions as determined by us

A refund is not the default remedy under the warranty. We may instead prioritize troubleshooting, replacement parts, replacement shipment, or other non-refund solutions.

The following situations are generally outside the warranty scope, or may justify limiting, reducing, or denying any remedy:

a. Normal wear and tear

b. Natural aging over time

c. Minor loosening, fading, deformation, or surface changes over time

d. Reasonable variation caused by the inherent properties of different materials

e. Wear, aging, reduced performance, appearance changes, or deformation resulting from differences in load patterns, usage frequency, placement environment, humidity, temperature, sun exposure, usage habits, cleaning methods, or maintenance methods

f. Improper installation, overload, improper operation, improper maintenance, misuse, or abuse

g. Compression, collision, dropping, tearing, scratching, pet damage, human-caused damage, or other outside accidents

h. Self-repair, alteration, disassembly, or third-party repair

i. Subsequent damage caused by continued use, outside force, or environmental factors

After 180 days from delivery, we will no longer provide free replacement parts, refunds, free reshipment, or any other free warranty service for claims arising from natural material changes, daily wear, aging, loosening, wear, minor deformation, or similar post-use conditions.

If the customer still needs support after 180 days, including maintenance assistance, replacement parts, or related help, we may, depending on stock availability, supply conditions, and logistics feasibility, offer:

a. Paid replacement parts

b. Paid parts support

c. Paid technical assistance

d. Other non-free assistance

All handling charges, shipping charges, part costs, and any other actual costs incurred after 180 days will be borne by the customer.

After 180 days, any parts support remains subject to then-current inventory, supply-chain availability, transport conditions, and our support capacity at that time. We do not guarantee that all parts will remain available long term, and we do not guarantee fixed delivery times, fixed pricing, or fixed shipping methods for parts.

Any support we may choose to provide after the 180-day period is only a goodwill accommodation, does not continue free warranty coverage, and does not create a precedent for any other order.

12. Non-Returnable and Restricted-Return Items

Except where mandatory law requires otherwise, the following categories are generally non-returnable or subject only to very limited return or refund treatment:

a. Custom-made items

b. Specially procured items

c. Made-to-order items

d. Final Sale / Clearance items

e. Accessories, spare parts, and consumables

f. Modified or cut items

g. Installed items

h. Items no longer suitable for resale

i. Items expressly marked as non-returnable on the product page or checkout page

Lighting products, stone products, glass products, oversized items, LTL freight items, multi-box products, commercial-use orders, and other fragile or special-handling products may be subject to stricter return requirements, lower refund ratios, higher restocking fees, or higher cancellation charges.

13. Late Claims, Abuse, Final Review, and Legal Reservation

If a customer submits a claim after the applicable deadline for cancellation, damage, wrong item, missing parts, non-quality return, warranty, or another after-sales matter, we may decline to process the case under the standard policy.

Even where the standard deadline has passed, we may still choose, at our discretion, to offer goodwill handling such as limited discounts, limited compensation, recommendations, paid parts support, or other non-standard solutions. Any such goodwill assistance does not amount to an admission of responsibility and does not establish a precedent for future cases.

If we determine that a customer has engaged in repeated claims, abusive claims conduct, forged evidence, manipulated tracking data, concealed the product condition, discarded the goods, discarded packaging, fabricated problems, or continued insisting on unreasonable refund demands after a reasonable solution has already been offered, we may reject after-sales service, reduce compensation, limit the remedies available, or take further action.

To the maximum extent permitted by applicable law, we retain the final determination right with respect to:

a. Whether a claim will be accepted

b. Allocation of responsibility

c. Whether the available evidence is sufficient

d. Whether an issue qualifies as a quality issue

e. Whether cancellation will be accepted

f. Whether return will be accepted

g. Return conditions

h. Refund method

i. Refund amount

j. Applicable deductions

k. Whether insurance applies

l. Whether to offer replacement parts, reshipment, replacement, partial refund, or refund

This Policy will be interpreted and enforced to the maximum extent permitted by applicable law. Where mandatory law applies to a particular jurisdiction, order, product, or consumer right and cannot be waived, that law will prevail to the extent required.

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