Return & Refund Policy
Last updated: November 11, 2026
1. Different Returns Have Different Remedies
Kemzilo reviews a return in light of why it is requested. A voluntary change-of-mind return generally differs from a complaint that an item is defective, damaged, incomplete, or incorrectly supplied. The categories below explain eligibility and the usual allocation of return-postage costs, without restricting mandatory consumer rights.
2. The Voluntary Return Period
You may request a voluntary return of an eligible item within 30 calendar days after delivery by emailing service@kemzilo.com. Include the order number, item, and reason for your request. Statutory claims for faulty or nonconforming goods may have a different or longer time period.
3. Return Categories and Shipping Responsibility
Return reasonTypical routeWho bears applicable return postageChange of mind, personal preference, or an unwanted itemEligible voluntary return within 30 calendar days, subject to condition requirementsCustomer, unless mandatory law requires otherwiseWrong item or variation sent by usReview of the order and fulfillment errorKemzilo covers applicable reasonable costs or arranges another lawful remedyDefective or damaged merchandiseAssessment of the reported fault or damageKemzilo covers applicable reasonable costs or provides another lawful remedyMissing essential components or materially incorrect descriptionReview against the purchase agreementKemzilo covers applicable reasonable costs or provides another lawful remedyRequest outside voluntary eligibility or subject to a lawful exclusionVoluntary return may be unavailableAny mandatory statutory remedy remains available
4. Return Shipping: How to Estimate the Cost
For change-of-mind returns: The customer's estimated postage is the carrier's actual quotation for a suitably packaged, trackable shipment from the customer's location to the authorized return destination. The amount depends on origin and destination, packed weight, dimensions, shipping speed, tracking, and any applicable customs costs. There is no universal flat return-shipping fee. After support provides the authorized destination, you can request a quote from the carrier before posting the item. The amount originally paid for outbound shipping does not establish the cost of return shipping.
For qualifying seller-error or defective-item returns: Where we provide a prepaid label or arrange collection, the customer's out-of-pocket return-postage cost is zero. If we authorize you to pay reasonable postage first, we will explain the applicable reimbursement process. Please obtain approval before paying for an unusually expensive service. A repair, replacement, refund, or other lawful resolution may sometimes be possible without requiring the product to be sent back.
Where no physical return is needed: No return-shipping charge is incurred. A carrier quote remains an estimate until the carrier accepts and prices the actual parcel.
5. Voluntary Return Condition and Exceptions
For a change-of-mind return, merchandise should generally be in its original condition, used no more than necessary for reasonable inspection, and accompanied by supplied accessories and components. Keep suitable packaging where reasonably needed for safe transport. Lawful exclusions may apply to certain personalized, perishable, or hygiene-sensitive goods. Such exclusions do not remove rights concerning goods that do not conform to the purchase agreement.
6. Requesting a Return
Contact us: Send your order number, product information, and reason for the request to service@kemzilo.com.
Provide supporting information: Photographs may be useful when an item is damaged, incorrect, or incomplete.
Obtain the return destination: If physical return is appropriate, we will send the authorized receiving address, shipping directions, and any prepaid or reimbursement arrangements.
Keep evidence of shipment: Pack securely and retain tracking and postage receipts where available. Do not send goods to the registered company address below unless it is specifically designated as the receiving destination.
Review and resolution: Returned merchandise may be inspected as appropriate to the request. We will communicate the decision and available remedy. Voluntary-return inspection conditions do not override mandatory legal rights.
7. Refunds and Payment Timing
After a refund is approved, we ordinarily initiate repayment within 10 business days after approval, unless a shorter deadline applies by law. Repayment generally uses the original payment method unless law requires another method. A bank or payment provider may take additional time to credit the funds. Any refund of original delivery charges follows the reasons for the return, checkout disclosures, and applicable consumer law.
8. No Restocking Fee
We do not charge a restocking fee for eligible returns. Customer-paid change-of-mind postage is an external shipping cost, not a restocking fee.
9. Cancellations, Exchanges, and Failed Deliveries
Contact service@kemzilo.com promptly to request cancellation before dispatch. We will try to assist but cannot guarantee that fulfillment can be stopped once underway. Exchanges depend on inventory, the reason for the request, and statutory obligations; a return followed by a separate purchase may sometimes be appropriate. Undeliverable or refused parcels are considered case by case, with any costs limited by transaction disclosures and applicable law.
10. Rights Preserved
No part of this policy limits non-waivable rights concerning withdrawal, non-delivery, product conformity, repairs, replacements, refunds, or other legally required remedies. Mandatory law takes precedence where it offers greater protection.
Business and Contact Information
Operating Company: Guangzhou Chuanquhui Trading Co., Ltd.
Unified Social Credit Code (USCC): 91440118MAK940WA9B
Company Address: Room K146, 5th Floor (Factory Building A2), No. 2 Yejing Street, Xintang Town, Zengcheng District, Guangzhou
Support Email: service@kemzilo.com
Contact Phone: +86 17038692475
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Store: kemzilo.com