Return & Refund Policy
Return & Refund Policy
At KGBOX, we are committed to providing high-quality products and a reliable shopping experience. Returns, refunds, replacements, and damage claims are subject to the terms below.
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer protection laws.
Return Eligibility
Unless applicable law requires a longer period, return requests must meet all of the following requirements:
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A return request must be submitted within 7 days of delivery
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The item must be returned within 7 days after the return request is approved
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The product must be unused and in resalable condition
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All original accessories, parts, manuals, and packaging must be included
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The product must be securely packaged to prevent damage during return shipping
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The return must receive prior authorization from KGBOX
Returns that do not meet these requirements may be refused or may qualify only for a partial refund.
Non-Returnable Items
The following items are not eligible for return or refund, except where required by applicable law:
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Items used beyond what is reasonably necessary to inspect the product
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Items that have been assembled, installed, modified, damaged, or altered by the customer
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Items with missing parts, accessories, manuals, or packaging
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Items returned in a condition that prevents resale
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Items damaged because of improper return packaging
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Products ordered incorrectly by the customer, including the wrong model, size, version, or compatibility
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Custom or personalized products manufactured to the customer's specifications
Custom or personalized products are non-returnable and non-refundable unless defective, incorrect, or otherwise required by applicable law.
How to Request a Return
To request a return, contact us within 7 days of delivery, unless applicable law provides a longer mandatory return period.
Email: hi@kgboxofficial.com
Please include:
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Your order number
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The product(s) involved
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The reason for the return
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Photos or other information requested by our support team
Once your request has been reviewed and approved, we will provide the appropriate return address and instructions.
The customer is responsible for shipping the product back to the return address provided by KGBOX.
Do not send products to KGBOX without prior authorization. Unauthorized returns may be refused.
Return Shipping
All returns must be shipped by the customer.
For change-of-mind returns, ordering mistakes, compatibility mistakes, or other non-defective returns, the customer is responsible for all return shipping costs.
Customers should use a tracked and appropriately insured shipping method. The customer remains responsible for the returned product until it is successfully delivered to our designated return facility.
KGBOX is not responsible for return packages that are lost, damaged, or delivered to an incorrect address by the customer's carrier.
Original shipping charges are non-refundable for change-of-mind or customer-error returns, except where required by applicable law.
Condition of Returned Items
Returned products will be inspected before a refund is approved.
Products must:
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Be unused or only handled as reasonably necessary for inspection
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Include all original parts and accessories
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Include original packaging where reasonably possible
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Be securely packaged for return transportation
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Be returned in substantially the same condition in which they were received
KGBOX reserves the right, where permitted by law, to refuse a return or reduce the refund amount if an item is used, incomplete, damaged, modified, improperly packaged, or otherwise reduced in value while in the customer's possession.
Refund Processing
Once an authorized return has been received and inspected, we will notify you of the outcome.
If a refund is approved, it will be issued to the original payment method.
Please allow approximately:
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2–3 business days for KGBOX to process an approved refund
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An additional 7–10 business days for the refund to appear, depending on your bank or payment provider
Refund processing times shown above are estimates and may vary by payment provider.
Damaged, Defective, Missing-Part, or Incorrect Items
Any claim involving a product that arrives damaged, defective, missing parts, or incorrect must be reported within 48 hours of delivery, except where applicable law requires otherwise.
Email: hi@kgboxofficial.com
Please provide:
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Your order number
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A detailed description of the issue
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Clear photos and/or video showing the problem
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Photos of the inner packaging
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Photos of the outer shipping carton
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Photos of the shipping label where requested
Please keep the product, all parts, and all original packaging until KGBOX confirms that they are no longer required.
Do not discard, modify, repair, or return the affected product before receiving instructions from KGBOX.
Resolution of Damage or Defect Claims
Once the issue has been reviewed and verified, KGBOX will work with the customer to determine an appropriate solution based on the specific issue.
Depending on the circumstances, the solution may include:
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Sending replacement parts
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Replacing a damaged panel, lighting component, accessory, or other affected component
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Providing troubleshooting or installation assistance
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Providing a replacement product where appropriate
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Another reasonable resolution agreed upon with the customer
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A refund where appropriate or required by applicable law
A damaged component does not automatically require replacement or refund of the entire product when the issue can reasonably be resolved by replacing the affected part.
KGBOX may request additional photos, videos, troubleshooting information, or return of the affected component before approving a replacement or other resolution.
Failure to provide reasonable evidence necessary to verify the issue may result in the claim being denied where permitted by law.
Claims Submitted After 48 Hours
Customers should inspect their order promptly after delivery.
Damage, missing-part, incorrect-item, and visible defect claims submitted more than 48 hours after confirmed delivery may be denied, except where applicable consumer protection laws provide additional rights.
The 48-hour reporting requirement does not limit statutory rights that cannot legally be excluded.
Lost or Missing Shipments
If tracking indicates that a shipment is delayed, lost, or otherwise experiencing a delivery issue, please first:
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Review the tracking information provided with your order.
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Check with household members, neighbors, reception areas, or other locations where the carrier may have left the package.
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Contact the local carrier or delivery office when appropriate.
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Contact KGBOX at hi@kgboxofficial.com if the issue remains unresolved.
If tracking shows delivered but the package cannot be located, please notify KGBOX within 48 hours of the recorded delivery so that the issue can be investigated promptly.
KGBOX may require completion of a carrier investigation before approving a replacement or refund.
A replacement or refund will be provided when appropriate after the circumstances of the shipment have been verified and subject to applicable law.
Exchanges
We do not offer direct exchanges for non-defective products.
If you purchased the wrong item or would like a different product, you may request an eligible return and place a new order.
For verified damaged or defective products, KGBOX will determine an appropriate resolution, which may include replacement of the affected part rather than replacement of the entire product.
Fraudulent or Abusive Claims
KGBOX reserves the right to review return, refund, damage, and missing-package claims for potential fraud or abuse.
We may request reasonable supporting documentation, photographs, videos, packaging, shipping information, or return of the affected item before issuing a refund or replacement.
Claims containing materially false or misleading information, manipulated evidence, repeated abuse of the return process, or other indications of fraud may be denied where permitted by law.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any consumer rights that cannot legally be waived or limited.
Where local consumer protection law provides rights or remedies that are more favorable than this policy, the applicable law will control.
Contact
For all returns, damage claims, missing-part claims, or refund questions, contact:
Email: hi@kgboxofficial.com