Refund policy

KUXIU Return & Refund Policy

At KUXIU, we are committed to providing high-quality products and services to our global customers. We respect the laws and regulations of each country and ensure your consumer rights are fully protected.

Order Cancellation

You have the right to cancel your order. Please contact us at our official after-sales email support@kuxiu.com and provide the order number you wish to cancel.

  • If the order has not been shipped, we’ll cancel it promptly and issue a refund.
  • If the order has already been shipped: It cannot be automatically intercepted in transit. In this case, please contact our customer service team immediately before taking any action. Our team will guide you on the correct procedure—whether to refuse delivery or accept the unopened package for a return.
  • Once we receive the package and confirm that the item, original packaging, and accessories are in good, undamaged condition, we will initiate the refund process.

Return Eligibility

To qualify for a return, the returned item must meet the following conditions:

  • General Products: Items must be brand new and unused. All original packaging and accessories must be intact, with no scratches, stains, or signs of use.
  • Power Banks: Our power banks and gift set come with protective films on both sides. To be eligible for a return, please do not remove the protective films. Once removed, the item cannot be returned.

14-Day No-Questions-Asked Return

You have the right to return your order within 14 days of receiving it, without giving any reason (based on the delivery date shown on the tracking page).

Products must be returned in unused condition and with all original accessories. If the product or its packaging shows signs of use or damage beyond what is necessary for reasonable inspection, we may deduct a reasonable amount from the refund to reflect any loss in value. The deduction, if applicable, will reflect the extent of the damage or wear, typically ranging from 5% to 30% depending on the condition of the returned item.

  • KUXIU will cover the return shipping costs.
  • No restocking fees or additional charges apply.
  • We recommend retaining your original packaging for a smooth return process.

Special Terms for 3D Printer Enclosures & Heavy items (e.g., BP22):

Unopened & Standard Inspection Returns: Under EU Consumer Rights regulations, you have the right to cancel your order within 14 days of delivery. For non-quality-related returns, customers are responsible for the direct return shipping costs due to the weight and volume of heavy enclosures.

Assembled or Used Products (Value Loss Deduction): You may inspect the item upon opening. However, if the cabinet panels or structural parts have been fully assembled, show assembly marks, or signs of wear that prevent the product from being resold as brand new, a deduction of 15% to 30% will be applied to your refund to cover the loss in value.

Damaged or Missing Parts: If your product arrives with missing accessories or damaged panels, please contact us at support@kuxiu.com with photos or videos as soon as possible (preferably within 7 days of delivery). We will fast-track replacement parts free of charge without requiring you to return the whole product.

Returns from Day 14 to Day 30

You can still return your product within 30 days of receiving it, but if the return request is made after 14 days, the following applies:

  • The item must still meet all return conditions mentioned above.
  • Return shipping costs are the responsibility of the customer.
  • No restocking fees or hidden charges will be applied.

How to Return a Product

1. Submit a Return Request

Contact our customer service team via the live chat on our official website or email us at support@kuxiu.com to initiate your return request.

2. Receive Return Instructions

Since we operate multiple warehouses globally, our team will provide you with the most convenient return address based on your location.
⚠️ Do not return any item without contacting our team first. If you return an item without prior authorization, you will be responsible for all shipping costs, and there is a risk that the package may be lost.

3. Ship the Item
  • Before sending the item back, please take clear photos of the product, original packaging, and accessories to document their condition.
  • Send the package and provide us with a valid shipping tracking number and receipt within 3 days of dispatch.

Before sending the item back, take clear photos of the product, packaging, and accessories to document the condition.

4. Inspection & Refund Processing

Once we receive your return package and confirm that the product, packaging, and accessories are in good condition:

  • Refund: The product payment will be automatically refunded back to your original payment method.
  • Shipping Reimbursement: If applicable, return shipping fee reimbursements will be processed via Paypal.

Returns Due to Product Defects or Quality Issues

If the product you received has a quality issue or factory visible defect, (Damage caused by drops, impact, or pressure will not be covered by Warranty) please contact our customer support team as soon as possible. After we verify the issue, we will either issue a full refund or provide a free replacement, depending on your preference.

  • KUXIU will cover all related shipping costs.
  • To help us analyze and confirm the issue, please make sure to provide a video clearly showing the defect.

Refund Timeline

Once we receive your return package and confirm the product, packaging, and accessories are in good condition:

  • We will process your full refund within 2 business days.
  • For non-quality returns sent back by the customer, the customer is responsible for the package until it safely arrives at our warehouse. We highly recommend using a trackable shipping service. KUXIU is not responsible for packages lost or damaged during return transit when arranged independently by the customer.
  • Refunds will be issued to the original payment method (e.g., credit card, PayPal). It may take 1–8 business days for the refund to appear.
  • Return shipping reimbursements (when applicable) will be processed via PayPal or another suitable method.

Applicable Laws and Regulations

This Return and Refund Policy complies with the following regulations to ensure your rights as a customer are protected:

  • EU Consumer Rights Directive (Directive 2011/83/EU on Consumer Rights)
  • Federal Trade Commission (FTC) Rules – United States
  • UK Consumer Rights Act 2015
  • Hong Kong Trade Descriptions Ordinance & Consumer Contracts (Remote Sales) Regulation

KUXIU is committed to applying the relevant legal protections according to your location. For questions about specific legal protections, feel free to reach out to our support team.