Refund policy

Last Updated: October 14, 2026

Website: https://kitpaxo.com
Contact Email: [email protected]
Operated By: AUREX TECHNOLOGY LIMITED

1. Introduction

Thank you for shopping at Kitpaxo.

Kitpaxo is operated by AUREX TECHNOLOGY LIMITED, a company registered in Hong Kong.

We are committed to providing a transparent and reliable shopping experience. If you are not completely satisfied with your purchase, please review our return and refund policy below.

This policy explains the conditions and procedures for returns, refunds, exchanges, damaged products, and order cancellations.

2. 30-Day Return Policy

We offer a 30-day return policy for eligible products.

Customers may request a return within 30 calendar days of receiving their order.

To qualify for a return, the product must generally:

  • Be unused and in its original condition.

  • Include its original packaging, accessories, and components.

  • Be accompanied by an order number or proof of purchase.

  • Be free from damage caused by improper handling or misuse.

Please contact our customer support team before returning any product.

Returns sent without prior instructions may experience processing delays.

Nothing in this policy limits statutory consumer rights.

3. How to Request a Return

To initiate a return, please email:

[email protected]

Include the following information:

  • Order number

  • Full name

  • Email address used during checkout

  • Product name

  • Reason for the return

  • Clear photographs if the item is damaged, defective, or incorrect

Our customer support team will review your request and provide instructions for the next steps.

Once your return request is accepted, we will provide the appropriate return address and shipping instructions.

Please do not return products to our registered business address unless specifically instructed to do so.

4. Damaged, Defective, or Incorrect Products

We make reasonable efforts to ensure that products are accurately described, properly packaged, and shipped in suitable condition.

Please inspect your order upon delivery.

If you receive a damaged, defective, or incorrect item, contact us promptly at [email protected].

Please include:

  • Your order number

  • A description of the issue

  • Photographs showing the product and any relevant damage

  • Photographs of the packaging, where applicable

After reviewing the information, we will provide an appropriate solution.

Depending on the circumstances, this may include:

  • A replacement product

  • A refund

  • Another suitable remedy agreed upon with the customer

For verified defects, shipping damage, or fulfillment errors attributable to us, Kitpaxo will cover reasonable return shipping costs or provide an appropriate return arrangement.

Your applicable consumer rights remain unaffected.

5. Non-Returnable Items

Certain products may be excluded from change-of-mind returns, where permitted by applicable law.

Examples may include:

  • Personalized or custom-made products

  • Perishable goods

  • Opened hygiene-sensitive products that cannot safely be resold

  • Gift cards

  • Products damaged through misuse or improper handling

Any product-specific return restrictions will be disclosed where applicable.

These exclusions do not remove statutory rights relating to defective, damaged, or incorrectly supplied products.

6. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Change-of-Mind Returns

If you wish to return an eligible product because of personal preference, an incorrect selection, or a change of mind, you will generally be responsible for return shipping costs.

We recommend using a trackable shipping service.

Damaged, Defective, or Incorrect Items

If the return is required because of a verified product defect, shipping damage, or an error on our part, Kitpaxo will cover reasonable return shipping costs or arrange an appropriate prepaid return option.

Please contact us before arranging shipment so that we can provide the correct instructions.

7. Return Inspection

After we receive a returned product, we will inspect it to determine whether it meets the applicable return conditions.

We will notify you of the outcome of the inspection.

If the return is approved, we will proceed with the applicable refund or exchange.

If additional information is required, our customer support team may contact you.

8. Refund Processing

Once an eligible return has been received, inspected, and approved, we will initiate the refund.

Refund Processing Time: Typically 5–10 business days after approval.

Refunds will generally be issued to the original payment method used at checkout.

Depending on your bank, card issuer, or payment provider, additional time may be required for the refunded amount to appear in your account.

Where applicable law requires a shorter refund period or a different procedure, the legal requirement will apply.

9. Refund Amounts

For approved change-of-mind returns, refunds generally cover the eligible returned product price.

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

For defective, damaged, or incorrectly supplied products, refunds and applicable shipping costs will be handled in accordance with the relevant consumer protection requirements.

Any deductions permitted by law will be explained where applicable.

10. Exchanges

If you would like to exchange a product, please contact our customer support team.

Exchanges are subject to product availability and the applicable return conditions.

If the requested replacement is unavailable, we may offer an alternative product or refund, as appropriate.

In some cases, the most efficient option may be to return the eligible item and place a new order.

11. Order Cancellations

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

Cancellation requests will be reviewed based on the order's processing status.

If your order has not yet been shipped, cancellation may be possible.

If the order has already been dispatched, you may need to follow the applicable return procedure.

If we accept a cancellation for a paid order, we will arrange the applicable refund.

12. Missing or Delayed Refunds

If you have not received your approved refund, please follow these steps:

  1. Check the original payment account used for the purchase.

  2. Contact your bank or payment provider to confirm whether the refund is pending.

  3. Allow for any additional processing time required by your payment provider.

  4. If the refund is still missing, contact [email protected].

Please include your order number and any relevant refund confirmation information.

Our customer support team will assist you in reviewing the refund status.

13. Return Address

For security and accurate processing, our return address is provided after your return request has been reviewed.

Please contact customer support before shipping any return.

Our registered business address is not necessarily a return warehouse or product processing facility.

Sending products to an unauthorized address may result in delivery or processing difficulties.

14. Lost or Missing Deliveries

If your order has not arrived within the expected delivery period, please contact our customer support team.

We will review available tracking information and, where appropriate, coordinate with the shipping provider.

If an order is confirmed lost in transit, we will provide an appropriate remedy consistent with applicable law.

Please ensure that the shipping address entered at checkout is accurate and complete.

15. Consumer Protection Rights

Nothing in this Return & Refund Policy excludes, restricts, or limits consumer rights that cannot legally be excluded.

Depending on your country or region, you may have additional rights regarding defective goods, incorrect products, delivery failures, cancellations, or refunds.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will apply.

16. Changes to This Policy

We may update this Return & Refund Policy periodically to reflect changes in our operations, services, or applicable legal requirements.

Any revisions will be published on this page, and the Last Updated date displayed at the top of this policy will be revised accordingly.

Changes will not retroactively remove rights that customers have already acquired under applicable law.

Kitpaxo Customer Support

Company: AUREX TECHNOLOGY LIMITED
Website: https://kitpaxo.com
Email: [email protected]

For questions about returns, refunds, exchanges, or order cancellations, please contact our customer support team by email.