Refund policy

KL FACTORY – Return, Refund & Replacement Policy

Last updated: October 25, 2026

1. Return Eligibility

Return, refund, and replacement requests are subject to the product listing, the conditions stated in this policy, and applicable consumer protection laws.

To be eligible for a return or replacement, the customer must provide a valid and clear reason for the request. Items must be returned in their original condition, with all accessories, tags, and packaging, where applicable.

KL FACTORY reserves the right to review each request and verify the details before approving a return, refund, or replacement.

2. Mandatory Unboxing Video Proof

For requests involving a damaged, defective, incomplete, incorrect, or otherwise non-conforming product, customers must provide clear, continuous video evidence of the unboxing process whenever reasonably available.

The video should:

Clearly show the parcel and its packaging before opening.
Show the package being opened and the product removed.
Clearly display the product and any visible damage, defects, missing items, or incorrect items.
Include the shipping label or order identification where possible, while keeping sensitive personal information protected.
Be unedited, clear, and sufficiently detailed to help us verify the issue.

Customers should retain the original packaging until their request has been reviewed.

Important: Please contact KL FACTORY before sending any product back. Unboxing video evidence may be required to help verify a claim. However, the absence of a video will not automatically remove any rights or remedies available to a customer under applicable law.

3. Clear Reasons and Supporting Evidence

All return, refund, or replacement requests must include:

Order ID or order confirmation details.
A clear and specific reason for the request.
Relevant photographs or video evidence showing the issue.
A description of whether the item is damaged, defective, incorrect, incomplete, or different from what was advertised.

Requests stating only “I don't like it” or “I changed my mind” may not qualify for a return or refund unless the product's stated return terms or applicable law provide otherwise.

Providing evidence does not guarantee automatic approval. Each request will be assessed fairly based on the product, the evidence provided, the applicable policy, and consumer protection requirements.

4. Damaged, Defective, Incorrect, or Missing Items

Customers should inspect their orders upon delivery and contact us as soon as reasonably possible if an item arrives damaged, defective, incorrect, or incomplete.

Please provide the order details, a clear explanation, and available supporting evidence. We will review the issue and inform the customer of the available resolution, which may include a replacement, refund, repair, or another remedy as required by applicable law.

5. Change-of-Mind Returns

Change-of-mind returns are subject to the specific return conditions communicated on the product listing or at the time of purchase.

Where such returns are permitted, the item must meet the stated return conditions. Return shipping costs may be the customer's responsibility where disclosed in advance and permitted by law.

6. Non-Returnable Items

Certain products may be excluded from change-of-mind returns where this is clearly disclosed before purchase and permitted by applicable law.

These exclusions do not override a customer's legal rights regarding defective, damaged, incorrect, misrepresented, or otherwise non-compliant products.

7. Exchanges and Replacements

Customers must contact KL FACTORY and receive return instructions before sending an item back.

Replacement availability depends on stock and the nature of the issue. If a replacement is unavailable, an appropriate alternative remedy will be communicated in accordance with applicable law.

8. Refund Processing

Returned items, where applicable, may be inspected before a refund is approved. Customers will be informed of the outcome of the review.

Approved refunds will generally be issued to the original payment method unless otherwise agreed or required by law. Processing times may vary depending on the payment provider or bank.

9. Cancellation Requests

Cancellation requests must be submitted as early as possible. Whether an order can be cancelled depends on its processing and dispatch status, the disclosed order terms, and applicable law.