Return Policy
We accept order cancellations before the product is shipped or produced.
If your order is successfully cancelled, you will receive a full refund.
However, orders cannot be cancelled once the product has been shipped.
Returns (if applicable)
We accept returns within 14 days of receiving your order.
To be eligible for a return:
The item must be unused and in the same condition as when you received it.
It must be returned in the original packaging.
A receipt or proof of purchase is required.
Please do not send your purchase back to the manufacturer.
Note:
Customers will only be charged once at most for shipping (including return shipping).
No restocking fee will be charged for product returns.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you of receipt.
We will also inform you whether your refund is approved or rejected.
If approved, your refund will be processed automatically and applied to your original method of payment within a few business days.
Late or Missing Refunds (if applicable)
If you haven’t received your refund yet:
Check your bank account again.
Contact your credit card company—it may take some time before the refund is officially posted.
Contact your bank—there is often processing time before a refund appears.
If you’ve done all of the above and still haven’t received your refund, please contact us at:
Email: support@kumqua.com
Return Address
Please contact our Customer Service Team at support@Kumqua.com to receive the return address.
Eligibility for Returns
Time Frame: Returns are accepted within 30 days of receiving your order.
Condition: Items must be returned in their original condition, unused, unwashed, with tags still attached, and in the original packaging.
Non-Returnable Items: The following items cannot be returned:
Intimate apparel (e.g., underwear, swimwear)
Final sale items
Gift cards
Customized or personalized products
How to Return an Item
To initiate a return, please follow these steps:
Contact Us: Reach out to our customer service team at support@kumqua.com or use the return request form on our website. Provide your order number and reason for the return.
Return Authorization: Once your request is approved, we will send you a return authorization number along with detailed return instructions.
Prepare the Package: Carefully repack the item in its original packaging, include the return authorization number, and send it to the address specified in the return instructions.
Return Shipping Costs: You are responsible for the return shipping fees unless the return is due to a defect or our error. We recommend using a traceable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of the returned item.
Refund Process
Refund Method: Upon receiving and inspecting the returned item, we will process your refund. Refunds will be issued to the original payment method used for the purchase.
Refund Time Frame: Please allow up to 10 business days for your refund to be processed and appear in your account, depending on your payment provider.
Partial Refunds: In certain cases, partial refunds may be issued if the item is returned in a damaged or altered condition not caused by us.
Exchanges
If you wish to exchange an item for a different size or color, please follow the return procedure outlined above, and place a new order for the desired item. We do not offer direct exchanges.
Damaged or Defective Items
If you receive a damaged or defective item, contact us immediately at support@kumqua.com with your order number and a photo of the damage or defect. We will arrange a replacement or full refund, including any shipping costs.
International Returns
For international returns, the same process applies. However, you will be responsible for any return shipping fees, customs duties, or taxes. We recommend checking with your local customs office to understand any additional costs before initiating a return.
Late or Missing Refunds
If you have not received your refund, please first check your bank account or contact your credit card company, as it may take some time for the refund to be reflected. If you’ve done this and still haven’t received your refund, please contact us at support@kumqua.com.