Refund policy
Kelvinsmart wants customers to have a clear process when a product needs to be returned. This policy explains our return eligibility, refund processing, damaged-item procedure, and cancellation rules.
30-Day Return Period
Eligible purchases may be submitted for return within 30 days from the date of delivery.
A return request must be made within this period.
Eligibility Requirements
Unless the item arrived defective or incorrect, returned merchandise should generally be:
- Unused
- Uninstalled
- In resellable condition
- Free from damage, modification, or misuse
- Complete with original accessories and components
- Returned with manuals, cables, labels, hardware, and other included materials
- In the original packaging where reasonably applicable
Proof of purchase or an identifiable order number is required.
Return Authorization
Before sending anything back, contact:
Your message should include:
- Order number
- Product being returned
- Reason for the return
- Photos when the product is damaged, defective, or incorrect
We will provide the appropriate return instructions after reviewing the request.
Packages sent without authorization may experience delays or may not qualify for processing.
Items That May Not Qualify
Subject to applicable law, returns may be declined for:
- Gift cards or digital products
- Final-sale or clearance merchandise identified as non-returnable
- Used, installed, damaged, or substantially altered products
- Products modified after delivery
- Products missing important parts or accessories
- Products showing signs of improper installation or misuse
- Custom or specially sourced products
- Made-to-order merchandise
- Certain supplier-direct products
- Opened consumables or hygiene-sensitive goods where applicable
- Products specifically identified as non-returnable before purchase
Return Shipping
For a standard return caused by a change of mind or an incorrect product selection by the customer, return shipping is normally the customer's responsibility.
When we confirm that an incorrect item was shipped or that a product arrived defective or damaged, Kelvinsmart will provide an appropriate resolution and may cover reasonable return-shipping costs.
Large, freight, supplier-direct, or specially handled items may have different return arrangements.
Inspection
Returned merchandise is reviewed after it reaches the designated return location.
Inspection normally takes approximately 5–7 business days.
We may reduce or decline a refund if the returned item differs materially from its approved return condition, including missing accessories, damage, unauthorized modifications, or evidence of significant use.
Refund Processing
Once a return is approved after inspection, the eligible refund is sent to the original payment method.
The customer's bank or payment provider may require an additional 3–7 business days to display the transaction.
Original shipping or special-handling charges may be non-refundable unless the return resulted from our error or applicable law requires otherwise.
Damaged, Defective, or Incorrect Products
Please report these issues within 7 days of delivery.
Keep the product, original packaging, shipping label, accessories, and other included materials until the claim has been reviewed.
Photographs or other reasonable documentation may be requested to verify the issue.
Order Cancellations
Orders may be canceled before fulfillment has advanced too far to stop shipment.
Where non-refundable payment-processing costs have already been incurred, a cancellation before shipment may be subject to a 5% processing offset, where permitted by law.
After an order has shipped, it must generally be handled through the standard return process.
Custom, supplier-direct, specially sourced, or already-prepared orders may not be cancellable after processing begins.
Return Support
Kelvinsmart
Email: support@kelvinsmart.us