Refund Policy for KEM

Effective Date: 25/1/2024

At KEM, we are committed to providing our customers with high-quality products and exceptional customer service. We understand that sometimes circumstances may arise where you need to request a refund for your purchase. Please review our refund policy outlined below:

1. Refund Eligibility:

   • To be eligible for a refund, the following conditions must be met:
     • The product must have been purchased directly from KEM either online or in-store.
     • The product must be in its original condition, unopened, and unused.
     • The refund request must be made within 14 days of the original purchase date.

2. Non-Refundable Items:

   • Certain items are not eligible for refunds, including:
     • Products that have been opened, used, or damaged by the customer.
     • Gift cards or promotional items.
     • Products purchased from third-party retailers. Please refer to their respective refund policies.

3. Refund Process:

   • To request a refund, please contact our customer service team at Customerservice@shopkem.co with your order number and reason for the refund.
   • Our customer service team will review your request and provide further instructions on returning the product.
   • Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund.
   • If approved, the refund will be processed to the original method of payment within 5 business days.

4. Return Shipping:

   • Customers are responsible for the cost of return shipping unless the product is being returned due to an error on our part (e.g., wrong item shipped, defective product).
   • We recommend using a trackable shipping service and purchasing shipping insurance to ensure the safe return of the product.

5. Exchanges:

   • We do not offer exchanges for returned products. If you would like to exchange an item for a different product, please follow the refund process outlined above and place a new order for the desired item.

6. Damaged or Defective Products:

   • If you receive a damaged or defective product, please contact our customer service team immediately upon receipt.
   • We will work with you to resolve the issue promptly, whether through a replacement, refund, or store credit, depending on the circumstances.

7. Changes to Refund Policy:

   • KEM reserves the right to modify or update this refund policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.

By making a purchase from KEM, you agree to abide by the terms and conditions of this refund policy. If you have any questions or concerns, please don't hesitate to contact us. Your satisfaction is our top priority.