Refund policy

Return & Refund Policy

At KAIYAO, we want you to be happy with your purchase. If you are not completely satisfied with your order, please contact our customer support team and we will do our best to assist you.

1. Returns

We accept eligible returns within 30 days of the date you receive your order.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • The item must be in its original packaging, where applicable.

  • The item must not show signs of damage caused by misuse, improper handling, or normal wear and tear.

  • You must provide proof of purchase or your order number.

Certain items may not be eligible for return where permitted by applicable law, including items that are personalized, customized, or otherwise not suitable for return due to their nature.

If you are unsure whether your order is eligible for a return, please contact us before sending the item back.

2. How to Request a Return

To request a return, please contact us at:

Email: huangwd42@gmail.com

Please include:

  • Your order number

  • The reason for the return

  • A brief description of the issue

  • Photos or videos, if the product is damaged, defective, or incorrect

Please do not send products back to the sender address shown on your package without contacting us first. We will provide return instructions and the appropriate return address when your return request is approved.

3. Return Shipping

For returns due to a change of mind, ordering the wrong product, or other reasons not caused by KAIYAO, the customer may be responsible for the return shipping costs, unless otherwise required by applicable law.

If the return is due to a product being defective, damaged upon arrival, incorrect, or otherwise caused by an error on our part, we will work with you to provide an appropriate solution and, where applicable, cover reasonable return shipping costs.

We recommend using a trackable shipping service when returning an item. KAIYAO is not responsible for returned packages that are lost or damaged during return shipping before they reach us.

4. Damaged, Defective, or Incorrect Items

Please inspect your order when you receive it.

If your product arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible at huangwd42@gmail.com.

Please provide your order number and clear photos or videos showing the issue.

Depending on the circumstances, we may offer:

  • A replacement

  • A partial refund

  • A full refund

  • Another appropriate resolution

We will review each case and work with you to find a reasonable solution.

5. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If your refund is approved, the refund will be issued to your original payment method.

Please allow additional processing time for your bank or payment provider to reflect the refund in your account. Processing times may vary depending on your payment method and financial institution.

6. Partial Refunds

In certain circumstances, a partial refund may be offered if:

  • The returned item has minor signs of use or wear.

  • The item is returned without original packaging where the packaging is required for resale.

  • The item has been damaged after delivery due to improper use or handling.

The amount of any partial refund will depend on the condition of the returned product.

7. Late or Missing Refunds

If you have been notified that your refund has been processed but you have not received it, please:

  1. Check your bank account again.

  2. Contact your credit card company or payment provider.

  3. Contact your bank, as additional processing time may be required.

If you have completed these steps and still have not received your refund, please contact us at:

huangwd42@gmail.com

8. Order Cancellation

You may request to cancel your order before it has been shipped.

Once an order has been shipped, we may no longer be able to cancel it. In this case, you may request a return after delivery in accordance with this Return & Refund Policy.

To request an order cancellation, please contact us as soon as possible at huangwd42@gmail.com and include your order number.

We cannot guarantee that cancellation requests submitted after an order has entered the fulfillment or shipping process can be completed.

9. Exchanges

We do not currently offer direct exchanges.

If you need a different product, size, or variation, please contact us. Depending on the circumstances, we may recommend returning the original item and placing a new order.

10. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

KAIYAO

Email: huangwd42@gmail.com

We will review your request and respond as soon as reasonably possible.

Nothing in this policy is intended to limit any rights or protections you may have under applicable consumer protection laws.