Return and Refund Policy

Last Updated: October 24, 2026

At Kitduzo, customer satisfaction is important to us. We want you to feel confident when purchasing our tableware, dining accessories, table linens, and other dining essentials.

This Return and Refund Policy explains the conditions for returning products, requesting refunds, reporting damaged or incorrect items, and resolving order-related issues.

1. Return Eligibility

You may request a return within 30 days of receiving your order, subject to the conditions described in this policy and any mandatory consumer rights under applicable law.

To qualify for a standard return, items should meet the following conditions:

• Products must be unused, unwashed, and in their original condition.

• Products should be returned with their original packaging, accessories, and included components where reasonably available.

• Products must not have been damaged through misuse, improper handling, or unauthorized modification after delivery.

• Proof of purchase, such as an order confirmation or order number, must be provided.

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

Certain products may be subject to additional return restrictions where disclosed before purchase and permitted by applicable law.

2. How to Request a Return

To initiate a return, please contact our customer service team before sending any products back.

Email: [email protected]

Please include the following information in your email:

• Your order number.

• The name of the product you wish to return.

• The reason for your return.

• Photographs of the product, packaging, or damage, where applicable.

Our customer service team will review your request and provide return instructions.

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

3. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Change-of-Mind Returns

If you wish to return an item because you changed your mind, selected the wrong product, or no longer need the item, you are responsible for the return shipping costs unless otherwise stated in our agreement or required by applicable law.

Original shipping charges are generally non-refundable for change-of-mind returns, except where otherwise required by law.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or different from the product ordered, please contact us at [email protected].

We may request photographs or other information to help us assess the issue. Where the issue is confirmed to be our responsibility, we will provide an appropriate resolution, which may include a replacement, refund, or return shipping assistance, as applicable.

We will not require you to bear costs that we are legally obligated to cover.

4. Damaged, Defective, or Incorrect Orders

Please inspect your order after delivery.

If you receive a damaged, defective, or incorrect product, contact us as soon as reasonably possible and provide:

• Your order number.

• A description of the issue.

• Clear photographs of the affected product and packaging, where available.

We will review the information and advise you on the next steps.

Depending on the circumstances, the available resolution may include a replacement, refund, or return.

Reporting an issue promptly helps us investigate shipping and product quality concerns. However, any reporting deadline will not limit mandatory consumer rights under applicable law.

5. Refund Eligibility and Processing

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 we initiate the refund, 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].

Nothing in this policy limits any refund rights or remedies required by applicable law.

6. Partial Refunds

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

Examples may include:

• A returned order with missing components that were not part of a confirmed product defect or fulfillment error.

• An item returned in a condition that does not meet the stated return requirements because of damage caused after delivery.

Any proposed partial refund will be assessed based on the circumstances and applicable law. We will communicate the reasons and proposed amount to you before finalizing the resolution 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

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 an order has been processed or dispatched. However, cancellation cannot be guaranteed once processing or shipment has begun.

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

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

9. Return Conditions and Non-Returnable Items

Unless otherwise required by applicable law, products may not qualify for a standard change-of-mind return if they:

• Have been used, washed, or damaged after delivery.

• Are missing essential components or accessories.

• Have been altered or modified after delivery.

• Cannot be returned in accordance with applicable hygiene or safety requirements.

These conditions do not exclude your rights concerning defective, damaged, misdescribed, or incorrectly supplied products.

Any specific product exclusions will be disclosed where applicable and will be enforced only to the extent permitted by law.

10. 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.

11. 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.

12. Contact Information

If you have questions about returns, refunds, exchanges, or order 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 and helpful resolution to your return or refund request.