Refund policy
Need to return an item or report a problem?
Contact KineticEDC so we can help with the next steps.
Return Requests
Contact us within 14 days of receiving your item to request a return.
Email service@kineticedc.com or message us on WhatsApp: +86 18190818327. Include your order number, the item you wish to return and a brief explanation.
For a change-of-mind return, the item must have no signs of use beyond reasonable inspection and must be undamaged, with its original packaging and all included parts and accessories. Reasonable inspection does not, by itself, make an item ineligible for return.
Ordinary pre-order items are not automatically excluded from returns. For personalised or custom-made items, contact us before ordering so we can confirm the return and cancellation conditions for your specific order.
These change-of-mind conditions do not remove your rights if an item is faulty, damaged or not as described.
How to Return an Item
- Contact us first. Before sending anything back, contact us for the return address and instructions.
- Follow the return instructions. Once your return is approved, send the item back within 14 days of approval.
- Check the applicable deadlines. Where statutory cancellation rights apply, the separate deadlines below take precedence. You do not need our approval to exercise those rights.
Return Shipping and Original Delivery Charges
- Product problems: KineticEDC covers the return shipping cost and the necessary costs of resolving the issue.
- Personal reasons, including a change of mind: You cover the return shipping cost. Original delivery charges are not refunded unless required by applicable law.
Contact us to arrange the return before paying for return shipping.
Damaged Items or Missing Parts
If your item arrives damaged or with parts missing, contact us and describe the problem. We will arrange a replacement item or missing parts as appropriate to the case.
If we cannot provide the replacement item or parts needed to resolve the issue, we will offer a refund solution.
If you received the wrong item, contact us so we can review the issue.
For a lost parcel or a shipment marked as delivered that you have not received, see Shipping & Delivery. If a lost parcel cannot be replaced, we will offer a refund solution.
Order Cancellations
For an ordinary in-stock order, you can request cancellation before it is dispatched. Contact us with your order number as soon as possible so we can check its status.
For pre-orders and custom orders, contact us to confirm the cancellation arrangements based on the order’s sourcing or production progress. Statutory cancellation rights, where applicable, remain unaffected.
Exchanges
Contact us before returning an item for an exchange. We will discuss the available options, any price difference and any applicable shipping costs before arranging the exchange.
European Union Cancellation Rights
Where EU consumer cancellation rights apply, you generally have 14 days after receiving your goods to notify us that you wish to cancel, without giving a reason. Statutory exceptions may apply.
After notifying us, return the goods within 14 days.
For eligible cancellations, reimbursement is due within 14 days of your cancellation notice. We may withhold it until we receive the goods or evidence that you have sent them back, whichever is earlier.
The refund includes the product price and any standard delivery charge paid. Additional charges for a more expensive delivery option do not have to be refunded.
Contact us using the details below to exercise your cancellation rights.
United Kingdom Cancellation Rights
Where UK consumer cancellation rights apply, you generally have 14 days after receiving your goods to notify us that you wish to cancel, without giving a reason. Statutory exceptions may apply.
After notifying us, return the goods within 14 days.
For eligible cancellations, reimbursement is due within 14 days after we receive the returned goods or evidence that you have sent them back, whichever is earlier.
The refund includes the product price and any standard delivery charge paid. Additional charges for a more expensive delivery option do not have to be refunded.
Contact us using the details below to exercise your cancellation rights.
Refunds
Once a refund is approved, we submit it to your original payment method within 3 business days.
This is our refund submission time. Your bank or payment provider may take additional time to process the refund and show it in your account.
If you have not received an expected refund, contact us so we can check its status.
Our approval process does not extend any refund deadline required by applicable law.
Product Support and Your Consumer Rights
The 14-day return-request window is separate from support for product faults and any applicable manufacturer warranty. If you have a product issue or warranty question, email service@kineticedc.com or message us on WhatsApp: +86 18190818327. We will review the issue and explain the available next steps. Any manufacturer warranty is subject to the verified terms for the specific product.
Contact Kineticedc
For returns, cancellations, exchanges or problems with your order:
- Email: service@kineticedc.com
- WhatsApp: +86 18190818327
Last updated: November 1, 2026
