Refund Policy

Last Updated: October 24, 2026

At Kitduzo, we value our customers and aim to provide a fair and transparent refund process. This Refund Policy explains the conditions for refund eligibility, how to request a refund, refund processing times, and how we handle damaged, defective, incorrect, or undelivered orders.

This policy applies to purchases made through the Kitduzo online store and is subject to applicable consumer protection laws.

1. Refund Eligibility

Customers may request a return and refund within 30 days of receiving their order, subject to the conditions outlined in this policy and any mandatory rights under applicable law.

For a standard change-of-mind return, products should:

• Be unused, unwashed, and in their original condition.

• Be returned with their original packaging, accessories, and included components where reasonably available.

• Not have been damaged through misuse, improper handling, or unauthorized modification after delivery.

• Be accompanied by proof of purchase, such as an order confirmation or order number.

For tableware and other products intended for food contact, used or washed items may not qualify for change-of-mind returns for hygiene reasons, unless the product is defective or applicable law provides otherwise.

Specific product exclusions will apply only where properly disclosed and permitted by applicable law.

2. How to Request a Refund

To request a refund, please contact our customer service team before returning any products.

Email: [email protected]

Please include the following information in your request:

• Your order number.

• The name of the product for which you are requesting a refund.

• The reason for the refund request.

• Photographs of the product and packaging, where applicable.

Our customer service team will review your request and provide instructions regarding the return or refund process.

Please do not send products to our return address before receiving confirmation and any necessary return instructions from our team.

3. Refunds for Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us at [email protected] as soon as reasonably possible.

Please provide your order number, a description of the issue, and clear photographs of the affected product and packaging where available.

After reviewing your request, we will determine an appropriate resolution based on the circumstances. Depending on the situation, this may include:

• A full or partial refund, where appropriate.

• A replacement product, subject to availability.

• Return shipping assistance where applicable.

• Another suitable resolution in accordance with applicable law.

If the issue is confirmed to be our responsibility, we will not require you to bear costs that we are legally obligated to cover.

Your statutory rights concerning defective, damaged, misdescribed, or incorrectly supplied products remain unaffected by this policy.

4. Refunds for Change-of-Mind Returns

If you wish to return a product because you changed your mind, selected the wrong item, or no longer need the product, you may request a return within the applicable 30-day return window.

The product must meet the standard return eligibility requirements described in this policy.

Unless otherwise stated or required by applicable law:

• Customers are responsible for return shipping costs for change-of-mind returns.

• Original shipping charges are generally non-refundable for change-of-mind returns.

• The returned product must be received and inspected before an eligible refund is approved.

Please contact our customer service team before returning your order to confirm the applicable instructions.

5. Refund Processing Time

Once an approved return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method.

We aim to initiate approved refunds within 5–10 business days after the returned product has been received and inspected.

After the refund has been initiated, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.

The total time required for a refund to be completed may therefore vary.

If your refund has not appeared after the expected processing period, please contact us at [email protected].

This processing target does not limit any shorter refund deadline required by applicable law.

6. Partial Refunds

In certain circumstances, a partial refund may be considered where permitted by applicable law.

For example, a partial refund may be appropriate when a returned order is missing components that were not part of a confirmed product defect or fulfillment error.

Any proposed deduction will be assessed based on the circumstances and applicable law. We will explain the reason for the proposed partial refund where required.

We will not apply deductions that are prohibited by applicable law.

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect product, please contact us to discuss a replacement or another appropriate resolution.

Replacement availability depends on product stock and shipping availability.

If the original product is unavailable, we may offer a refund or another mutually agreed solution, subject to applicable law.

For exchanges requested because of a change of preference, please contact us before returning the item. Additional shipping charges may apply where permitted by law and disclosed in advance.

8. Order Cancellations and Refunds

If you wish to cancel an order, please contact us as soon as possible at [email protected].

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or dispatched. However, cancellation cannot be guaranteed once processing or shipment has begun.

If an order is canceled after payment has been collected, we will arrange an appropriate refund.

If an order has already been dispatched, you may request a return in accordance with this policy and applicable law.

9. Refunds for Lost or Undelivered Orders

If your order has not arrived within the estimated delivery window, please contact us with your order number.

We will review the available tracking information and, where appropriate, investigate the issue with the shipping carrier.

If a shipment is confirmed lost or cannot be delivered, we will work with you to determine an appropriate resolution in accordance with our policies and applicable consumer protection laws.

If tracking indicates that a package has been delivered but you have not received it, please check your delivery location and contact the carrier where appropriate. You may also contact our customer service team for assistance.

10. Return Address

All returns must be arranged through our customer service team before shipment.

Return Address:

AUREX TECHNOLOGY LIMITED

RM 11, 22/F, THE CLOUD, 111 TUNG CHAU STREET, TAI KOK TSUI, HONG KONG

Our return address is the same as our business address. Please obtain return instructions from our customer service team before sending any items back.

11. Contact Information

If you have questions about refunds, returns, exchanges, or order-related issues, please contact us.

Store Name: Kitduzo

Legal Company Name: AUREX TECHNOLOGY LIMITED

Customer Service Email: [email protected]

Phone: +1652-713-5193

Business Address:

RM 11, 22/F, THE CLOUD, 111 TUNG CHAU STREET, TAI KOK TSUI, HONG KONG

Return Address:

RM 11, 22/F, THE CLOUD, 111 TUNG CHAU STREET, TAI KOK TSUI, HONG KONG

Please include your order number when contacting us so that we can assist you efficiently.

Thank you for shopping with Kitduzo. We appreciate your trust and will do our best to provide a fair, clear, and helpful refund experience.