General Return & Exchange Policy Template

1. Policy Overview

This Return & Exchange Policy (hereinafter referred to as the “Policy”) applies to all products purchased directly through www.kitmeo.com (hereinafter referred to as the “Platform”) or KITOMEO (hereinafter referred to as the “Store”, collectively referred to as the “Seller”). By placing an order or making a purchase, you (hereinafter referred to as the “Buyer”) acknowledge that you have read, understood, and agreed to be bound by the provisions of this Policy, as well as the Seller’s Terms of Service and Privacy Policy.

The Seller is committed to providing high-quality products and services. We offer a trial period to ensure that the purchased products meet your expectations. This Policy outlines the core rules, application procedures, exceptions, and limitations for returns and exchanges. The Seller reserves the right to revise this Policy due to business adjustments or changes in relevant laws and regulations. Revised versions will be posted on the Platform or announced in the Store with a “Last Updated” date. Your continued use of the Seller’s products or services after the revision constitutes acceptance of the updated Policy.

2. Core Return & Exchange Terms

2.1 Application Period

For products purchased online: You may apply for return or exchange within 30 calendar days from the date of delivery (as evidenced by the logistics provider’s delivery confirmation).
For products purchased in-store: You may apply for return or exchange within 30 calendar days from the date of purchase (as evidenced by the store’s sales receipt).
Exception: For special categories or customized products, the application period shall be specified separately on the product detail page or at the time of purchase.

2.2 Eligibility Requirements

The product must be in unused, undamaged, and resalable condition, consistent with the appearance, function, and packaging at the time of receipt (excluding normal trial traces that do not affect resale).
All original packaging, tags, labels, accessories, manuals, warranties, and other accompanying items must be retained and returned together with the product (missing or damaged original packaging may result in rejection of the return application or deduction of corresponding fees).
Valid proof of purchase is required, including but not limited to order numbers (online purchases), sales receipts (in-store purchases), invoices, or payment records.
For sealed products (e.g., building block sets, electronic products), the seal must be intact and unopened to be eligible for return (unless the product itself has quality defects).

2.3 Non-Returnable & Non-Exchangeable Items

Products purchased from clearance channels (e.g., clearance stores, clearance sections on the Platform) are non-returnable and non-exchangeable, unless there is a quality defect covered by law.
Special category products:
- Perishables (e.g., food, flowers, fresh goods).
- Personal hygiene products, intimate apparel, and cosmetics that have been opened or used.
- Hazardous materials, flammable/explosive liquids or gases, and other items restricted by transportation or safety regulations.
- Customized products made according to the Buyer’s specific requirements (e.g., personalized engraved items, made-to-order sizes).
- Digital products (e.g., downloadable software, electronic certificates, online courses) that have been activated or used.
- Gift cards, prepaid cards, and other stored-value products.
Products that have been artificially damaged, modified, or repaired by non-authorized parties.
Products with missing accessories, manuals, warranties, or other key items that affect resale or use.
Products whose return period has expired.

2.4 Cross-Channel Return Restrictions

Products purchased online cannot be returned or exchanged at clearance stores.
Products purchased from clearance stores cannot be returned or exchanged at regular stores or through online channels.
Products purchased in-store can only be returned or exchanged at the original purchase store, unless otherwise specified by the Seller.

3. Return & Exchange Procedures

3.1 Application Submission

Online purchase returns: Submit a return/exchange application through the Platform’s designated channels (e.g., personal center return function, after-sales email, online customer service), provide proof of purchase, product photos/videos (to demonstrate the condition or defects), and specify the reason for return/exchange.
In-store purchase returns: Bring the product, original packaging, accompanying items, and proof of purchase to the original purchase store, and apply for return/exchange through the store staff.

3.2 Seller Review

The Seller will complete the review within 3-5 business days after receiving the return/exchange application.
For eligible applications, the Seller will issue a return authorization (for online purchases) or confirm the return process (for in-store purchases), including return address, logistics requirements, and other details.
For ineligible applications, the Seller will notify the Buyer in writing, explaining the reasons for rejection.

3.3 Product Return & Inspection

If a return is required, the Buyer shall send the product to the designated address within 7 calendar days from the date of receiving the return authorization, and retain the logistics tracking number.
The Seller will inspect the returned product within 3-5 business days after receiving it. If the product meets the return requirements, the next step (refund or exchange) will be processed; if not, the product will be returned to the Buyer, and no refund or exchange will be provided.

3.4 Processing of Refunds & Exchanges

Exchanges: If the application is approved and the requested product is in stock, the Seller will arrange for the exchange and deliver the new product to the Buyer. The logistics cost for the exchange shall be borne by the Seller if the return is due to product quality issues; otherwise, it shall be borne by the Buyer.
Refunds:
- Refund channel: The refund will be issued through the original payment method (e.g., credit card, debit card, third-party payment platform) unless otherwise agreed by both parties.
- Refund timeframe: The Seller will initiate the refund within 5-7 business days after confirming that the returned product meets the requirements. The actual arrival time of the refund depends on the processing cycle of the payment institution, and the Buyer shall allow a reasonable processing period.
- Refund amount: For returns due to product quality defects, functional failures, or delivery errors by the Seller, the full purchase price (including product price and original shipping fee) will be refunded; for returns due to the Buyer’s personal reasons (within the eligible scope), the product price will be refunded, excluding the original shipping fee and return shipping fee (which will be deducted from the refund if prepaid by the Seller).

4. Special Provisions for Member Benefits

For registered members of the Platform/Store (hereinafter referred to as “Members”), return shipping fees will be borne by the Seller for eligible return applications (excluding returns due to the Buyer’s personal reasons beyond the scope of quality issues).
Members can enjoy priority processing of return/exchange applications, with the review and processing timeframe shortened by 1-2 business days compared to non-members.
Specific member return benefits may be adjusted according to membership levels or promotional activities, and the latest rules will be announced on the Platform or in the Store.

5. Liability and Disclaimers

The Seller shall not be liable for delays in return/exchange processing caused by factors beyond its reasonable control (e.g., natural disasters, logistics disruptions, payment system failures).
The Buyer shall be responsible for any damage, loss, or deterioration of the product during the return shipping process. It is recommended to use traceable logistics services and purchase shipping insurance for high-value products.
If the Buyer provides false information, forged proof, or deliberately damages the product to fraudulently apply for return/exchange, the Seller has the right to reject the application, recover the product (if already refunded), and pursue legal liability.
The Seller’s liability for return/exchange-related issues is limited to the refund of the product price or exchange of the product, and shall not include indirect losses (e.g., lost profits, opportunity costs) incurred by the Buyer.

6. Miscellaneous

6.1 Governing Law

This Policy is governed by the laws of [Governing Jurisdiction], excluding its conflict of law principles.

6.2 Dispute Resolution

Any disputes arising from the performance of this Policy shall first be resolved through friendly negotiation between the Buyer and the Seller. If negotiation fails, either party may initiate legal proceedings in the people’s court with jurisdiction over the Seller’s place of business or submit the dispute to an arbitration institution agreed by both parties for arbitration.

6.3 Severability

If any provision of this Policy is deemed invalid, illegal, or unenforceable, such provision shall be severed from the Policy, and the remaining provisions shall remain in full force and effect.

6.4 Last Updated Date

This Return & Exchange Policy was last updated on [2026-04-23]. The Seller reserves the right to update or modify this Policy at any time, and the revised Policy shall take effect immediately upon posting.