Return & Refund Policy
Returns & Refunds Policy
Overview
We refund or replace items that arrive damaged, defective, or incorrect, and packages that are confirmed lost. We do not accept change-of-mind returns. Our products ship from overseas fulfillment partners, so the deadlines below are firm.
Questions? Contact us at support@klumo.shop with your order number.
Damaged, defective, or wrong items
Report the problem within 5 days of delivery. Claims after 5 days cannot be accepted.
To qualify, send us:
- Your order number
- An unboxing video showing the sealed package being opened, or clear photos of the damage or wrong item
- A short description of the problem
If we confirm the item is defective, broken, unusable, or not what you ordered, we will send a free replacement or issue a full refund. You do not need to send the item back unless we ask.
The following are not defects: the product not matching your taste, sizing that does not fit, a light odor from new packaging, or minor differences in color due to screen display.
Change of mind and returns
We do not offer refunds or exchanges for change of mind, wrong size ordered, or unwanted items.
If you still wish to return an item, you must ship it at your own cost to our overseas warehouse, and no refund will be issued. Return shipping usually costs more than the item, so we do not recommend this.
Custom or personalized items are final sale.
Cancellations
You can cancel for a full refund within 12 hours of placing your order. After that, your order may already be in production, and cancellation is not guaranteed. If we can still cancel it, we will refund what our supplier returns to us.
Orders cannot be cancelled once shipped. If we cannot fulfill your order (for example, the item is out of stock), we will cancel it and refund you in full.
Shipping issues
|
Situation |
What we do |
|---|---|
|
Delayed delivery |
No refund for delays. We will chase the carrier for you. |
|
Lost package (no tracking update for 30+ days) |
Contact us within 45 days of shipment. If the carrier confirms it is lost, we reship or refund in full. |
|
Delivery failed due to the carrier |
Free reship or full refund once the carrier confirms. |
|
Delivery failed due to the buyer (wrong address, refused, unreachable, recipient away) |
No refund or reship. Please check your address before ordering. |
|
Marked delivered but not received |
Not covered. We will give you the local carrier's contact so you can trace it. Check with neighbors and your building office first. |
|
Customs inspection or duties |
You are responsible for any import taxes and for cooperating with customs. Packages destroyed or returned because duties were refused are not refunded. |
Delays or damage caused by events outside our control (natural disasters, strikes, pandemics, war, severe weather) are not covered.
How to file a claim
- Email support@klumo.shop with your order number, tracking number, a description of the issue, and your photos or video.
- We review your claim with our fulfillment and shipping partners, which usually takes 3 to 10 business days.
- If approved, we send a replacement or refund your original payment method. Refunds typically appear within 5 to 10 business days, depending on your bank.
We may decline claims with missing evidence or claims submitted after the deadlines above. Nothing in this policy limits rights you have under the consumer laws of your country.