KAGS Return and Exchange Policy
KAGS (hereinafter referred to as "the Store") is committed to providing you with high-quality products and services. If you are not satisfied with the item(s) you have received, we offer a clear return and exchange mechanism. To ensure a smooth process and protect your rights, please carefully read and follow the policy below.
I. Scope of Return and Exchange Eligibility
We will only accept return/exchange applications that meet all of the following conditions:
1. Defective or Damaged Product: The item has non-man-made functional defects, damage, or missing accessories upon delivery.
2. Product Condition: The returned/exchanged item must remain in its original condition, unused, unwashed, free of any odors or stains, and all original packaging, tags, accessories, and free gifts must be intact and complete.
3. Proof of Purchase: A valid order confirmation number or invoice number must be provided, and the item must have been purchased directly from mykags.com or invoiced by KAGS Limited.
4. Application Deadline: All return/exchange applications must be submitted via email within 7 working days of receiving the item (see Section II for the process).
II. Non-Acceptable Returns and Exchanges
To protect the rights of all customers, the following situations will not qualify for returns or exchanges:
· Personal reasons: Such as change of mind, color/size/design not meeting expectations, or the product not meeting personal preferences.
· Wear and tear from use: The product has been disassembled, installed, used, or shows scratches, stains, damage, deformation, or any other harm caused by improper handling.
· Incomplete product condition: Original packaging, tags, accessories, or free gifts are missing, damaged, or stained.
· Missed deadline: The application was not submitted within 7 working days of receiving the item.
· Repeat returns/exchanges: Each item is limited to one exchange request. The Store reserves the right to refuse returns or exchanges from customers who engage in frequent, unreasonable, or suspected abusive behavior under this policy.
· Purchased through authorized retailers: Such transactions are subject to that retailer's policies; please contact them directly.
III. Return and Exchange Application Process
Please strictly follow the steps below:
1. Submit Your Application: Within 7 working days of receiving the item, send a WhatsApp message to 59511360 or an email to cs@mykags.com with the subject line: "Return/Exchange Request – [Your Order Number]" . In the message, please clearly provide:
· Name
· Order Number / Invoice Number
· Contact Phone Number
· Reason for return/exchange (please attach relevant photos or videos for assessment)
2. Wait for Review and Instructions: Our customer service team will review your case within 2–3 working days of receiving the application. We will reply to confirm whether you qualify for a return/exchange and provide the return shipping address and further instructions.
3. Important – Shipping Deadline: Once you receive our "Return/Exchange Confirmation," you must ship the item(s) at your own expense to the designated address within 5 working days (counted from the next working day after the confirmation WhatsApp or email is sent). If the item is not shipped within this period, the return/exchange request will be automatically voided. If you wish to proceed later, you must submit a new application subject to the policy in effect at that time.
4. Shipping Instructions:
· Shipping Cost: Return shipping fees are the responsibility of the customer and are non-refundable.
· Shipping Method: We strongly recommend using a trackable, signature-required shipping service to ensure safe delivery. The Store is not responsible for loss or damage that occurs during return shipping.
IV. Refund and Exchange Processing
· Processing Time: After we receive the returned item(s) and confirm they meet the return/exchange conditions, we will complete the refund or exchange shipment process within 7–14 working days.
· Refund Method: Refunds will be issued via the original payment method. The actual crediting time may vary depending on your bank or payment platform's processing procedures.
· Exchange Limitations: Exchanges are limited to replacing the item with the same product. If the item is out of stock, we will contact you to arrange a refund or exchange for another product of equal value.
V. Disclaimer and Final Decision-Making Authority
1. Product images displayed on the Store's website are for reference only. Slight color variations or visual size differences may occur due to screen display settings and do not constitute defects. Returns or exchanges based solely on these grounds will not be accepted.
2. KAGS Limited reserves the right to modify, suspend, or terminate this Return and Exchange Policy at any time without prior individual notice. The latest policy will be posted on the official website.
3. KAGS Limited reserves the final decision-making authority regarding any return/exchange application that does not comply with the terms of this policy.
