RETURN POLICY AND PROCEDURE



All returns (including exchanges) must be made within 7 days of receipt. As a condition of eligible returns, all returned products must be unused and please ensure the original packaging, warranty card, gifts and all other accessories are included and are undamaged. After your returns request has been authorised, you will then receive an email with authorisation number. Please quote the authorisation number in the original packing slip and arrange for delivery of the returns to KEF Service Centre (http://hk.kef.com/contacts) in person or by any secure means of your choice.

 

KEF does not accept C.O.D. deliveries.

KEF will not be responsible for any product(s) that have not been properly identified and authorised for return in accordance with KEF returns policy.

KEF reserves the right to reject returns sent, or that have been communicated to us beyond the returns period limit, or items which are not in the same condition in which they were originally received.

 


RETURNS OF UNDELIVERABLE ITEMS

When we receive orders returned to us with incorrect address details, failed delivery attempts or refused by recipient, we will contact the customer to clarify delivery information or reasons for refusal. Depending on the situation, we may issue a refund or arrange re-delivery. A restocking/handling fee (15% of the original invoice price) will be deducted from the refund/charged before re-delivery.

 

 


RECEIVED AN INCORRECT / MISSING / DEFECTIVE PRODUCT

In the unlikely event that your item has a defect or has been delivered wrongly, please send us an email at support.hk@kef.com with the following information for troubleshooting:
1.   Your order number.
2.   The matter of the issue e.g. incorrect, missing or defective item.
3.   Pictures, if applicable.
4.   Your name and contact number for following up.

 

 


REFUNDS POLICY

Inspection of the items will be completed within 7 working days in general. After an inspection of the items, the refund would be credited to the original payment method. A restocking/handling fee (15% of the original invoice price) will be deducted from the refund. If any accessories (include warranty card, gifts and all other accessories) missing, accessories fee (15% of the original invoice price) will be deducted from the refund. No refund for missing main unit of the product The refund duration might take up to 28 working days to show on your account due to varying processing times between payment providers.

 

 


EXCHANGES POLICY

Do note that exchanges are only available for colour (subject to stock availability). Currently, we are not able to process an exchange for another product of a different model altogether. If you would like to make an exchange, simply follow the above Returns Policy and Procedure Once we receive your returned product, we will proceed with the exchange and re-send you the product as quickly as possible. It may take up to 7 working days for you to receive the exchanged product. Please note that if the exchanged item you have requested for is out of stock, the refund will be made via your original payment method.

 


 

HAVE ANY QUESTIONS? CONTACT US

support.hk@kef.com

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