Exchange & Refund Policy

Our Commitment to Your Satisfaction

At KINMELL, we want you to be delighted with your purchase. This policy outlines the conditions under which we accept returns, exchanges, and issue refunds, ensuring a fair and transparent process for both our customers and our business.

 

1. General Policy & Eligibility

  • Timeframe: Eligible returns or exchanges must be initiated within 30 calendar days of the delivery date.
  • Basic Condition: We accept returns only if you have received an item different from what you ordered. Returns for reasons such as change of mind are accepted only if the item is in its original, saleable condition as defined below.
  • Proof of Purchase: A receipt, order number, or proof of purchase is required.
  • Final Authority: We reserve the right to refuse the return of any item that has been worn, used, damaged, altered, or is not in a new and saleable condition.

Condition for All Returns:

All items must be returned in new, unworn, and unused condition, with all original tags attached, and in the original, undamaged packaging.

Non-Returnable Items:

  • Pierced jewellery, earrings, and personal care items.
  • Custom-made, bespoke, or personalized products.
  • Items clearly marked as "Final Sale."
  • Gift Cards, original/return shipping charges.

 

2. The Unboxing Video Requirement: Essential for Claims

To protect both our customers and our business, we have implemented a simple verification process for all orders.

 

  • Before Opening: Upon receiving your parcel, please take a clear, unbroken "unboxing video" before opening it.
  • Why This Helps: This video serves as proof of the contents and condition of the goods at the moment of receipt. It is the primary evidence required to process any claim for missing, incorrect, or damaged items.
  • For Claims: If you need to report a missing or broken item, you must provide this end-to-end unboxing video. Our packing and quality checks are thorough, making such issues highly unlikely. Therefore, we cannot guarantee or process any claims without a proper unboxing video. If the video is not shared, you are not eligible for a refund or replacement for missing/damaged goods.

 

3. How to Initiate a Return, Exchange, or Claim

Step 1: Contact Us for Authorization
Email us at info.kinmell@gmail.com with your order number and details. For damage/missing item claims, mention this and be ready to provide your unboxing video.

Step 2: Receive Instructions & RMA
We will provide a Return Merchandise Authorization (RMA) number and the correct return address. Do not ship returns without an RMA.

Step 3: Package & Ship Securely
Repack the item securely in its original, undamaged packaging with all accessories. Ship to the address provided. We recommend a trackable shipping service and purchasing shipping insurance, as we cannot be held responsible for items lost or damaged in transit back to us.

Step 4: Inspection & Resolution
Once received, our team will inspect the item. We will then notify you of the approval or rejection of your request and proceed with the exchange, store credit, or refund.

 

4. Refund Details

 

  • Processing Time: If approved, your refund will be processed to your original method of payment. You will receive a credit within 5-10 business days, depending on your card issuer's policies.
  • What is Refunded: Only the item's purchase price is refunded for eligible returns.
  • Non-Refundable Charges:
    • Original and return shipping charges.
    • Gift cards.
    • For international orders: Any international customs duties, taxes, or brokerage fees paid at delivery are non-refundable.
  • Restocking Fees: We do not charge restocking fees for compliant returns.

 

5. Exchanges

We happily exchange items for a different size or color, subject to stock availability. The item must meet all return conditions listed in Section 1. If the exchange item costs more, the difference will be charged; if it costs less, the difference will be refunded.

 

6. Special Circumstances

 

  • International Returns: Customers are responsible for any return shipping costs and customs fees. The refund will be for the merchandise value only, minus any original shipping and non-refundable international taxes/duties.
  • Gift Returns: The refund will be issued to the original purchaser in the form of store credit.
  • Store Credit: You may opt for store credit, which is issued as a digital gift card with no expiration.

 

7. Contact Information

For questions or to start a return:
Email: info.kinmell@gmail.com

We aim to handle all matters fairly and efficiently. This policy is designed to be clear and is intended to be followed, but we will always consider genuine circumstances with understanding.

This policy is subject to change and is governed by our Terms of Service.