Return & Refund Policy | Kinmilo

Last updated: November 6, 2026. This policy describes how Kinmilo handles product returns, order concerns, damage, incorrect products, change-of-mind requests and refunds. Your mandatory consumer rights remain in effect, even if this policy describes a narrower voluntary process.

How to Start a Return or Refund Enquiry

Email hayesaura@outlook.com with the order number, product name, selected variant, date received and a brief explanation. Where useful, provide clear photographs showing damage, wrong contents or a relevant product problem. Keep available packaging and components while the issue is reviewed, where safe to do so. Please do not ship a return to a general contact address without the correct, case-specific return destination and instructions.

Damaged, Defective, Misdescribed or Incorrect Goods

If an item arrives damaged, defective, materially different from its description or not the variant ordered, notify us as soon as reasonably possible. Stop using any item that could be unsafe. We will review the evidence and offer any repair, replacement, price reduction, refund or other remedy that applicable law requires. Return shipping for goods that we are legally responsible for is handled at our expense where the law requires. A suggested timeframe for voluntary returns does not extinguish statutory rights for faulty or misdescribed goods.

Change-of-Mind Requests

For an otherwise correct and non-defective item, please contact us within 14 days after receiving it if you would like to request a change-of-mind return. Outside any legally mandated withdrawal right, these requests are assessed individually and may be declined; sending a request does not guarantee approval. Products proposed for a voluntary return should be unused, complete, in saleable condition and, where reasonably practicable, with original accessories, instructions and packaging. Statutory rights take precedence over any voluntary conditions or exclusions.

EU, EEA and UK Cancellation Rights

Where applicable distance-selling law provides a right of withdrawal, eligible consumers generally have 14 days after delivery to notify the merchant that they wish to cancel, without needing to state a reason. Statutory exemptions may apply to certain goods and transactions. In a qualifying case, the consumer must return the goods within the applicable period following notification, generally a further 14 days, unless other lawful arrangements apply. Mandatory rights concerning conformity of goods remain separate from the withdrawal right. Eligible refunds include standard outbound delivery charges where required by law, but may exclude extra fees voluntarily paid for an upgraded delivery option to the extent permitted. This paragraph is intended to respect, not restrict, the consumer rights applicable to the purchase.

Returns, Shipping Costs and Instructions

Contact Kinmilo before sending anything back so that we can explain the correct procedure and designated return facility. The return destination can vary by the item and fulfilment arrangement; do not assume that a business contact address is a return warehouse. For an approved discretionary change-of-mind return, customers ordinarily pay tracked return postage unless otherwise agreed. For legally protected withdrawals, direct return costs are allocated only as applicable law permits and subject to any required advance notice. For defective or incorrect goods, we bear necessary costs where required by law. Please keep a receipt and tracking reference for any returned shipment.

Refund Method and Timing

Where a refund is due, it is ordinarily sent through the original payment method unless a different method is agreed and permitted. We will comply with mandatory refund deadlines, including any lawful right to wait for returned goods or proof of return shipment. Other approved refunds are processed after the applicable review; financial institutions may need additional time to display the credit. Shipping, import charges and other costs are handled in line with the reason for refund, checkout arrangements and legal requirements. We will not withhold any amount that must legally be repaid.

Order Changes, Cancellations and Exchanges

If you wish to alter or cancel an order, contact us promptly. Changes may be unavailable once processing or dispatch has begun. Exchanges are not automatically available for every item; whether an exchange, replacement or refund is appropriate depends on the circumstances and statutory rights. Contact us for instructions before ordering a replacement yourself if you are expecting the original item to be replaced.

Further Help

Write to hayesaura@outlook.com, telephone +852 70737714, or consult the Returns Support Guide. See our Shipping Policy for delivery enquiries. This policy does not exclude remedies that cannot lawfully be excluded.