Order Cancellation and Return Policy

We understand that flexibility is important when managing your orders. This policy outlines the conditions for cancellations, returns, exchanges, refunds, and related procedures for purchases made through our platform.

1. Cancellation Before Shipment (Pre-Dispatch Orders)

If your order has not yet entered the shipping process, you may request a cancellation at any time, regardless of the reason. We fully support such requests before dispatch.

In this case, a 100% full refund will be issued, and no cancellation fees will apply.

2. Returns and Exchanges Within the Eligible Period

For home products purchased on our platform, you may request a return or exchange within 25 days of receiving your order, provided that all return conditions are met.

Requests submitted after this period may not be eligible for processing.

3. Product Defects or Order Errors

If you receive a damaged product (for example, cracks in wooden furniture that affect normal use), or if an error occurred on our side (such as receiving the wrong model, color, or size), you are eligible to request either a full refund or an exchange, depending on the situation.

4. Return and Exchange Requirements

To ensure successful processing, 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.
  • Original packaging is recommended, as it provides proper protection during return transit. If unavailable, the item must be securely packaged to avoid damage.
  • All accessories, manuals, warranties, and included components must be returned together.
  • Product tags must remain intact and must not be removed or altered.

5. Return or Exchange Procedure

Initial Request

To initiate a return or exchange, please contact us via email and provide your order number (required for identification), along with a clear explanation of the reason for your request (e.g., design dissatisfaction, style mismatch, or quality concerns).

Providing detailed information helps us process your request more efficiently.

Verification Process

Our support team will review your request. This may include:

  • Verifying order details through system records and payment confirmation
  • Confirming eligibility based on purchase date and return window
  • Assessing product condition and reported issues

Return Shipping (If Approved)

If your request is approved, we will send you an email or phone confirmation along with the return instructions and return address.

Please ensure the following when returning the item:

  • Use appropriate protective packaging to prevent damage during transit
  • Include a return/exchange form with your order number, product details, and reason for return
  • Use a trackable shipping method to ensure safe delivery

A return label is included in each package and should be used where possible. If the label is missing or unusable, please contact customer service for assistance.

6. Refund Processing

Once the returned item is received, it will be inspected to confirm eligibility.

If approved, the refund will be issued to the original payment method used at the time of purchase.

Refund Method and Timeline

  • Processing Time: Refunds are processed within 1–5 business days after approval
  • Refund Method: Refunds are issued to the original payment method for secure and traceable processing

7. Cost Policy

  • Customer-Initiated Returns: Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service and retaining proof of shipment.
  • Company Error or Defective Products: We cover all return shipping costs and will provide either a full refund or a free replacement. The included return label may be used where applicable.
  • Customer Damage or Ineligible Returns: Items that are damaged due to customer misuse, lack original packaging, or are not in resale condition may not be eligible for return or exchange.

8. Contact Information

If you have any questions regarding cancellations, returns, or exchanges, please contact our customer support team:

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)