Exchange and Return Policy

Last modified : Wednesday, May 22nd 2024

Below is Kemitt's exchange and return policy, which includes the conditions and cases in which customer requests for exchanges and returns can be accepted:

• The time frame available for accepting the request

  You can submit a return or exchange request within a maximum of 4 days from the date you receive the product.

• In case of product damage or non-compliance with specifications.

  Most of Kemitt's products are custom-made for you upon order! The customer must inspect the product upon receipt and has the right to refuse acceptance without providing a reason. Alternatively, a request for exchange or return can be made only in the case of product damage, defect, or if it does not match the specifications on the website. The customer must attach at least 3 photos and a video clip of no less than 15 seconds to illustrate the defect or damage in the product.

• In case the customer changes their mind.

  The customer has the right to submit a return or exchange request within a maximum of 48 hours from the date of receipt (without providing a reason). The product must be in its original condition with the carton and packaging, unused and not installed, otherwise, we are not obligated to accept the request. If the request is approved, the shipping costs to and from the customer's location will be deducted from the prepaid amount.

• Product Inspection Policy

  The exchange or return process begins after verifying the condition of the products and that the request meets the conditions, including ensuring no part of the outer or inner packaging is damaged or discarded. If the products are damaged, we regret that we cannot complete the return or exchange process. In this case, the customer bears the cost of shipping again to return the product to the customer. The previously mentioned shipping cost must be paid before the product is resent to the customer, through any of the payment methods available on our website.

• Methods of refunding the amount due to the customer:

  The refund process begins after verifying the condition of the returned products by our specialized technical department. Following this review, the amount will be refunded based on the original method of payment (excluding cash on delivery orders).. Your bank may take an additional 14 business days to complete the transaction.

• In case of returning an order paid upon delivery (COD)

  In the case of payment upon delivery (COD), you must provide us with your bank account number. The money will be transferred to your bank account. The timeline for refunding your money depends on when we receive the returns in our warehouses, complete the quality check, receive the customer's bank account information, and issue the refund amount. Your bank may take an additional 14 business days to complete the transaction.

• Non-refundable and non-returnable products

  Bedding sets and bed covers - Pillows - Mattress pads and fillings - Bed mattresses - Kitchen appliances - Tableware.

• Procedures for return request

  After approval of the request, the shipping company's employees will contact the customer to collect the product within 7-14 business days. The customer will be contacted twice at different times, and if there is no response or the product is not delivered, the return request will be considered canceled. If the product includes free gifts, these gifts will be returned with the main product. Otherwise, the entire return request will be canceled. If the customer ships the product to a different address than the one stated during the order delivery, the complaint will not be accepted.

• Procedures for replacement request

  After preliminary approval of the request, representatives from the shipping company will contact the customer to collect the product within 7-14 business days. The customer will be contacted twice at different times, and if there is no response, the exchange request will be canceled. Exchange procedures will commence after verifying the condition of the products and completing the inspection. It must be ensured that the product is in its original condition with the original packaging and has not been used or installed; otherwise, the exchange request will be canceled. Afterward, shipping procedures will begin. It should be noted that the delivery of the replacement product will take the same duration as the original manufacturing and shipping time, calculated after the completion of the aforementioned review. It should be also noted that if there is no issue with the product, the customer will bear the shipping cost, which must be paid in advance before re-shipping to the customer through any available payment methods on our website.

• Warranty Policy

  Some products are covered by the supplier's warranty, as indicated in the product description. Kemitt is not responsible for maintenance or repair. In cases where the product is under warranty, the warranty activation is directly between the supplier and the customer without Kemitt's intervention.