Refund Policies

Kylem.shop is committed to providing excellent customer service and satisfaction.
⚠ All disputes must be submitted through the appropriate platform. Failure to follow the proper dispute process may result in account restrictions.

This Refund & Return Policy explains the conditions for refunds, replacements, returns, and order disputes for purchases made through Kylem.shop.

✅ Eligible Refund, Resend & Return Cases

📦 1. Order Delays

  • USA: Eligible after 45 days from shipment departure
  • Brazil: Eligible after 110 days due to customs processing
  • Other Countries: Eligible after 100 days for selected shipping methods

Delays may occur due to customs inspections, postal issues, or incorrect delivery information. Customers are encouraged to contact their local post office before opening a dispute.

📭 2. Orders Not Received

  • If tracking confirms the package was delivered, refunds or resends will not be issued.
  • If the package was not received, customers may be required to provide an official non-delivery certificate from the local postal service.

🛠️ 3. Damaged Products

  • Full refund or replacement for severely damaged items
  • Partial refund for minor cosmetic damage
  • No refunds for outer packaging damage caused during transit
  • Claims involving electronic products must be submitted within 30 days

📦 4. Incorrect or Missing Products

  • Full refund or replacement for incorrect items received
  • Partial refund or resend for missing non-essential parts
  • For sizing disputes, customers must provide clear measurement photos of the product received.

❌ 5. Order Cancellations

  • Orders canceled before processing or shipment are eligible for a full refund
  • Customized or pre-order items cannot be canceled once payment is confirmed

📩 How to Submit a Dispute

To help us process your request quickly, please include:

  • Photos or videos clearly showing the issue
  • Screenshots of relevant communications or complaints
  • Your order number and tracking information
  • Return shipment tracking if a return is requested

⚠ Important Notes & Exceptions

⏰ Dispute Deadlines

Disputes must be submitted within 7 days of the delivery date or expected delivery date.

🌪️ Force Majeure

Kylem.shop is not responsible for delays or failures caused by events beyond our reasonable control, including:

  • Natural disasters
  • Epidemics or pandemics
  • Customs delays
  • War, strikes, or civil unrest

🚚 Shipping Restrictions

  • Non-trackable shipping methods are not eligible for disputes
  • Certain high-risk delivery regions may not qualify for refunds, resends, or claims

↩️ Returns

  • All returns must receive prior authorization
  • Unauthorized returns may not be processed
  • Approved returns must be shipped within 30 days of receipt
  • Returns are accepted only at designated return locations

🧾 Service-Based Products

Service-related purchases such as packaging, customization, or photography services are non-refundable once completed.

🚫 Non-Eligible Disputes

  • Change of mind after purchase
  • Incorrect order details provided by the customer
  • Minor differences in appearance or color
  • Customs delays or external shipping disruptions
  • Tracking information removed by shipping carriers
  • Product odors or subjective expectations without defects

📌 Additional Information

  • No disputes are accepted once an order is marked as “closed”
  • Some shipping methods may not qualify for dispute protection
  • Refund requests may require verification and inspection
  • Customers may be responsible for return shipping fees unless otherwise stated

💬 Need Help?

If you’re unsure whether your order qualifies for a refund, replacement, or resend, our support team is here to help.

Email: support@kylem.shop