RETURN POLICY

RETURN POLICY

Returns & Warranty

Thank you for shopping at kualbuy.com. All our products are rigorously tested and each product is carefully selected before it reaches you. However, if you are not entirely satisfied with your purchase, we will be committed to your service. You have 14 calendar days to return an item from the date you received it. To qualify for a full refund, Please read the policy below in detail and follow the steps to apply for a refund. After receiving your application, we will process your refund and refund will be made according to the original payment method you used.

Return policy on customer remorse

If you change your mind, all items can be returned within 14 days, starting from the day after you receive your order. Please notify us for a seamless return process via email at  ukservice@24h-vip.com.

We only accept returns for customer remorse on at least one of the following conditions:

  • For items with a manufacturer seal, the manufacturer seal must be unopened
  • The item must be in its original packaging with all original accessories

To return the product, you must contact us first, and we will send you the proper return instructions for a seamless return process.

Note:

  • Don’t send items back without contacting us first.
  • Returns must be shipped within 14 days of receiving return instructions.
  • We are not responsible for return shipping costs.

Return policy on damaged, wrong, or dysfunctional products


If you find products in your order damaged, wrong or dysfunctional, please contact us directly by email at ukservice@24h-vip.com and attach photos/videos showcasing the issue you are experiencing with your item.

In the aforementioned case, you will have 14 days to return these products for a refund or replacement.

You will not be charged for return shipping of your faulty item as the shipping costs will already be paid by us in a prepaid return label.

Returning an order

Contact us via email at  ukservice@24h-vip.com, and state the reason for your return, and we will send the proper return instructions according to the reason for your return. We are not responsible for return shipping costs except for orders of defective product.

Packing instructions:

  • Securely pack the items in a box.
  • Affix the mailing label squarely onto the address side of the parcel, covering up any previous delivery address and barcode without overlapping any adjacent side.
  • Use the address listed and affix the appropriate amount of postage.
  • Ship the package from the nearest post office or shipping company of your choice.
  • If you did not receive a return address please send an e-mail to  ukservice@24h-vip.com.
  • Pack the item neatly carefully and send the item.

Canceling an order

You have 24 hours before the item(s) have been shipped to cancel your order.

In case your order has already been shipped, kindly follow the return policies stated above that correspond to your reason of return.

Lost shipments

If at least 2 days have elapsed since the expected delivery date, please contact our customer service via email at  ukservice@24h-vip.com and allow us at least 5 days to investigate the item(s) whereabouts with the courier service. If we cannot track your package after the 5-day investigation, the package will be declared lost, and you will be entitled to a full refund, or we will send a replacement if you choose so.

If the courier service provider declares that your order has been signed for and provides proof of delivery, but you do not receive the product, then your order is determined to be lost or stolen. In this case, we regret to inform you that we are unable to provide a full refund or send a replacement. It is recommended that you contact the courier service provider or community to find out the whereabouts of the package.

Order return

Please provide a complete and accurate delivery address and consignee contact information and keep the phone open. Remember to check the tracking number so that you can pick up the package in time when it arrives.

Packages may be returned for the following reasons:

  • The consignee cannot be contacted for a long time, resulting in the failure of express delivery.
  • Insufficient delivery address prevents express delivery.

If the package is returned, please provide the correct delivery address or contact information within 14 days after the package is returned, and we will resend the product to you; if the package is returned without feedback for more than 14days, we will charge you for shipping the package again.

Refund process

The refund will be initiated once your product is received back in our warehouse and inspected by our team. Once approved, the refund takes 3-6 business days to process. Refund will be made according to the original payment method you used.


online service

Office time: 6am-3pm, other time please leave us a message, we will reply within 24H.