Widerrufsrecht
Return & Refund Policy
Thank you for choosing our store. We value every customer's shopping experience and aim to provide reliable after-sales support through a clear and transparent return and refund policy.
If you are dissatisfied with your purchase, or if you receive an item that is damaged, missing, incorrect, or materially different from the order description, please contact us in accordance with the policy below. We will assist you with a return, exchange, or refund based on the specific circumstances.
1. Consumer Right of Withdrawal
For orders subject to EU consumer protection laws, consumers generally have the statutory right to withdraw from the purchase within 14 calendar days after receiving the goods, without having to provide a specific reason.
If you wish to exercise your right of withdrawal, please submit a clear return request to us by email within the applicable period.
Customer Support Email:
📧 kenmorekerouac@gmail.com
When contacting us, we recommend providing:
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Order number
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Product name
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Recipient's name
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Reason for the return, if applicable
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Contact information
Certain products or special circumstances may be exempt from the statutory right of withdrawal where permitted by applicable laws and regulations.
2. Return Conditions
To ensure smooth processing, please keep the product in a condition suitable for resale whenever reasonably possible.
In general, returned products should meet the following requirements:
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The product has no significant signs of use or damage that would affect its resale;
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The product, accessories, manuals, labels, and other included items are kept as complete as reasonably possible;
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The product has not been disassembled, modified, or intentionally damaged without authorization;
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The product is returned in accordance with the instructions provided by our customer service team;
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The return request is submitted within the applicable period.
Consumers may inspect and test the product to the extent reasonably necessary under applicable law. However, if the value of the product is reduced due to use beyond what is necessary to establish its nature, characteristics, and functionality, we may exercise our rights in accordance with applicable law.
3. Return Shipping Costs
If a consumer exercises the right of withdrawal for personal reasons, such as changing their mind, ordering the wrong product, or no longer needing the product, the direct cost of returning the goods will generally be borne by the consumer, unless otherwise required by applicable law or stated by us.
If the return is caused by any of the following circumstances:
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The product has a quality issue;
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The product was damaged during delivery;
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The wrong product was received;
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The product has an obvious manufacturing defect;
after verification, we will cover reasonable return shipping costs as appropriate and provide a suitable solution, such as a refund, replacement, or reshipment.
4. Damaged, Incorrect, or Defective Products
If you receive a product that is damaged, missing accessories, incorrect, or has an obvious quality issue, please contact us as soon as possible after discovering the problem.
To help us verify the issue quickly, please provide:
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Order number;
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Recipient's name;
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Product name;
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Detailed description of the issue;
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Clear photos of the product and packaging;
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Videos or other supporting evidence, if necessary.
After reviewing the circumstances, we will provide an appropriate solution based on the nature of the issue and applicable law, which may include a refund, replacement, repair, or reshipment.
For issues caused by product defects or an error on our part when fulfilling the order, the relevant processing costs will be borne by us.
5. Refund Processing
After the returned product is received, we will inspect its condition.
Once we confirm that the return meets the applicable refund requirements, we will process the refund using the original payment method or as otherwise required by applicable law.
Refunds are generally processed as follows:
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Credit/Debit Card: Refund to the original payment account;
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PayPal: Refund to the original PayPal payment account;
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Other Online Payment Methods: Refund through the original payment channel;
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Other Special Payment Methods: Processed according to the method agreed upon by both parties.
After the refund has been processed, the actual time for the funds to appear in your account may depend on the processing speed of your bank, payment provider, or payment channel.
In general, refunds may take 3–15 business days to appear in your account. If you have not received your refund after the normal processing period, we recommend contacting your bank or payment provider first. You may also contact us at the customer support email address to check the status of your refund.
6. Return Procedure
Step 1: Contact Us
Please send an email to:
Please include your order number and the reason for your return or refund request.
Step 2: Request Confirmation
After receiving your request, we will review the relevant order information.
If the product needs to be returned, we will provide the applicable return address and instructions by email.
Please do not send any product back without receiving return confirmation from us.
Step 3: Return the Product
Send the product to the address provided by our customer service team. We recommend using a shipping service that provides tracking.
After shipping the product, please keep the following information:
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Tracking number;
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Shipping receipt;
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Relevant shipping records.
Step 4: Inspection and Resolution
Once we receive the returned product, we will inspect its condition.
If the product meets the applicable requirements for a refund or replacement, we will process the relevant solution as soon as reasonably possible and notify you of the result by email.
7. Order Cancellation
If your order has not yet entered the shipping or delivery process, you may contact us by email to request cancellation.
If the order has already been shipped, we may not be able to cancel the delivery directly. In such cases, you may return the product after receiving it in accordance with the applicable return policy.
If the order has entered a stage where cancellation is no longer possible, the specific handling method will depend on the shipping status and applicable laws.
8. Cash on Delivery (COD)
If Cash on Delivery (COD) is available in your delivery area, you may pay the full order amount to the delivery courier when the product is delivered.
To ensure successful delivery, please:
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Provide an accurate and complete delivery address;
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Provide the recipient's real and valid name;
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Ensure that the provided telephone number can be reached;
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Keep your phone available during the expected delivery period.
If additional delivery costs arise because the consumer provides an incorrect address, cannot be contacted, or refuses delivery without reasonable cause, the relevant handling will be determined based on the circumstances of the order and applicable laws.
9. Special Circumstances and Applicable Laws
Certain products may be subject to special return rules or may be excluded from the general right of withdrawal due to their nature, customization, hygiene considerations, or other legally recognized circumstances.
Nothing in this policy is intended to limit any mandatory consumer rights that you may have under the laws applicable in your country or region.
If any provision of this policy conflicts with applicable consumer protection laws, the relevant laws and regulations will prevail.
10. Important Return Notes
To avoid delays in after-sales processing, please note the following:
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Contact us by email before returning any product;
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Send the product only to the return address provided by our customer service team;
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We recommend using a trackable shipping service;
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Keep your tracking number and shipping receipt;
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Keep the product, packaging, and accessories as complete as reasonably possible;
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Do not send the product to an address that has not been confirmed by us;
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If the product has a quality issue, provide clear photos or videos to help us verify the problem quickly.
Returning a product without prior confirmation may result in delays in identifying the return and processing the refund.
11. Contact Us
If you have any questions regarding your order, return, refund, exchange, product quality, or after-sales service, please contact us through the following channel:
Customer Support
When contacting us, please provide your order number and relevant information whenever possible. We will process your request as soon as reasonably possible after receiving it.
Thank you for your understanding and support. We will continue to work hard to provide you with a safer, more transparent, and convenient shopping experience.