Order Cancellation and Return Policy

We understand that customers may need flexibility when managing their orders. This policy explains the conditions for cancellations, returns, exchanges, refunds, and related requirements for purchases made on our platform.

1. Cancellation Before Shipment (Pre-Dispatch Orders)
Regardless of the reason for cancellation, if your order has not yet been processed for shipment, we fully understand and support your request. In this case, you will receive a 100% full refund with no cancellation fees applied.

2. Returns and Exchanges Within the Authorized Period
For home products purchased on our platform, you may request a return or exchange within 25 days after receiving your order, provided that the return conditions are met. Requests submitted after this period may not be eligible for processing.

3. Product Defects or Order Errors
If the product you receive is damaged (for example, cracks in wooden furniture components that affect normal use), or if we made an error in your order (such as sending the wrong model, color, or size), you are eligible to request a full refund or an exchange depending on the situation.

4. Return and Exchange Requirements
All returned or exchanged items must meet the following conditions:

The product must be brand new and unused, with no signs of wear, stains, or damage.

It is recommended to keep the original packaging, as it helps protect the product during return shipping. If the original packaging is unavailable, the customer must ensure the item is properly protected.

All accessories, user manuals, warranties, and any included items must be returned together with the product.

Product tags must remain intact and must not be removed or damaged.

5. Return or Exchange Application Procedure

Initial Request
Customers should contact us via email and provide their order number (which is essential for identifying the order), along with a clear explanation of the reason for the request (such as dissatisfaction with design, incompatibility with interior style, or quality issues). Detailed information helps our team process requests more efficiently.

System Verification
Our service and verification team will review your request. The verification process may include:

• Confirming order authenticity by checking system logs and payment records
• Verifying the purchase date to ensure it falls within the eligible return period
• Evaluating whether the product meets return conditions, including product condition and reported defects

Return of Products (If Approved)
If your request is approved, we will notify you via email or phone and provide a return address. Please ensure the following:

• Properly package the product using protective materials to prevent damage during transit
• Include a return/exchange form with your order number, product details, and reason for the request
• Use a trackable shipping service to monitor the return shipment

A return label is included inside each package. Please prioritize using this label for completing the return or exchange process. If the return label is lost or unusable, please contact customer service for assistance.

6. Refund Processing
Once the returned product is received, our team will inspect it to ensure it meets the required conditions. If approved, the refund will be issued to the original payment method used at the time of purchase.

Refund Method and Timeline
Estimated Processing Time: Refunds are processed within 1–5 business days after approval.
Refund Method: Refunds will be issued to the original payment method to ensure secure and traceable transactions.

7. Cost Policy
Customer-Initiated Returns: Shipping costs are the responsibility of the customer. We recommend using a trackable shipping service and retaining the receipt.

Store Error or Manufacturing Defects: We will cover all return shipping costs and provide either a full refund or a free exchange. The return label included with the product will cover eligible shipping fees under these conditions.

Customer Damage or Ineligible Returns: If the product is damaged by the customer, the original packaging is missing, or the item does not meet resale conditions, returns or exchanges will not be accepted.

8. Contact Information
If you have any questions or need assistance regarding cancellations, returns, or exchanges, please feel free to contact us:

Phone: +1 (404) 428-8723
Email: service@kinwarmly.com
Address: 3434 Peachcrest Trce, Decatur, GA 30032, United States
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central Time, USA)