Refund policy

RETURN & REFUND POLICY

At KINLYDIY, we want you to be completely satisfied with your purchase. If you are not entirely happy with your shoes, we are here to help with a structured return and exchange process.

1. 14-Day Return Window

You have exactly 14 days from the date you receive your package to request a return or exchange. Items must be postmarked or returned within this 14-day window; otherwise, we cannot process your refund or store credit.

2. Product Condition & Eligibility

To be eligible for a return, your items must be:
- In "New" condition only (unworn, unwashed, and undamaged).
- Returned in their original packaging, including the original box and any protective materials.

3. Return & Exchange Methods

- Returns/Exchanges Method: All returns must be made "By Mail."
- Return Label: The return shipping label is the "Customer's responsibility." You will need to obtain and pay for your own shipping label to send the package back to us.
- Restocking Fees: We charge $0.00 restocking fees (No restocking fee).

4. Defective and Non-Defective Products

We accept returns for both defective products (e.g., damaged items, incorrect items sent) and non-defective products (e.g., buyer's remorse, wrong size, or change of mind), provided they meet the condition criteria above.

5. How to claim a replacement or refund (Return Process):

**Do not ship the item back to us yet.**

  1.  We will not accept any packages returned without prior authorization. Any unauthorized returns sent to our warehouses without a confirmed Return Merchandise Authorization (RMA) cannot be processed or refunded.
  2. Contact our customer support team at Support@kinlydiy.com within 14 days of receiving your package to initiate the return request.
  3. In your email, please include your Order Number, describe the reason for return, and provide clear photos or a short video showing the issue (e.g., damage, defect, or wrong size).
  4. Once our support team reviews and approves your request, we will provide you with the correct return shipping address and detailed instructions.
  5. After verification of the returned item, we will arrange a brand-new replacement to be shipped to you at no extra cost, or issue a 100% full refund to your original payment method within 2-3 business days.

6. Refund Processing Time

Once your return package is received and inspected by our warehouse team, we will process your refund within 2-3 business days. The refund will be automatically applied to your original payment method.

If you have any questions or would like to initiate a return, please contact our support team at Support@kinlydiy.com.

 

Contact Us

If you have any questions regarding our customization process or need assistance with an order, please reach out to our dedicated support team:

Email: support@kinlydiy.com

Business Hours:Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Address: RM 102, 1/F, 111 Tung Chau Street, Tai Kok Tsui, Kowloon, Hong Kong