Return & Refund Policy

This policy explains how Kirmelo handles a request made after purchase, from contacting support through the review of a returned item and the start of any approved refund. It operates alongside, and never replaces, consumer rights that apply by law.

Requesting a Return Within 30 Calendar Days

For an eligible voluntary return, contact us within 30 calendar days after the goods are delivered. Count the period from delivery, not from the date you paid. Any longer mandatory return or withdrawal period applies where required by your jurisdiction.

A Return Begins With a Message

Email service@kirmelo.com and tell us your order number, the item and the reason for the return. For damage, a defect or the wrong item, provide a clear explanation and photographs if reasonably possible. We will review the request and supply instructions, including the authorized return destination, when a return is accepted. Do not send the parcel to the registered company address without specific return instructions; this address is not automatically our receiving facility.

Item Condition and Lawful Exceptions

For an ordinary change-of-mind request, we may ask that the item be unused and returned with relevant parts, accessories and packaging, allowing for reasonable inspection. Some items may be excluded from discretionary returns when the applicable law allows, including certain customized, perishable or unsealed hygiene-sensitive goods. A lawful exception must not be used to deny a remedy for an item that is defective, not as described or otherwise fails a mandatory legal guarantee.

Return Shipping Costs

Where you simply change your mind, you ordinarily pay the cost of returning an eligible item unless the law requires us to cover it. Where an item is defective, arrives damaged or is not what you ordered, we will cover appropriate reasonable return shipping or arrange another lawful solution. Contact support about the authorized method before making a costly shipment.

Review of Returned Goods

After an authorized parcel is received, we compare the item and supporting information against the reason for return and the applicable conditions. If clarification is required, we will contact you. We will notify you of our decision and any available refund, replacement or other remedy. A change-of-mind condition does not override rights arising from nonconforming merchandise.

Refunds: Initiation Versus Arrival

For an approved refund, we initiate the refund within 10 business days after approval to the original payment method, except where law requires an earlier time or another method. Once initiated, your bank or payment service may take additional time to make the funds available. Rules governing statutory withdrawal and the timing of reimbursement take priority where they apply.

No Restocking Charges

We do not charge a restocking fee for an accepted return. This does not remove responsibility for lawful voluntary-return postage or for any legally permitted adjustment relating to handling beyond what is necessary to inspect an item.

Exchanges and Replacements

If you would prefer a replacement or a different item, contact us with the order information. An exchange depends on availability, the reason for the request and the practical shipping arrangements. We will discuss whether a replacement, exchange, refund or new order is appropriate while respecting mandatory remedies.

Cancelling an Order

Please request cancellation as early as possible, preferably before dispatch. We will attempt to stop an order that has not yet left processing, although cancellation cannot always be guaranteed after shipment. Once dispatched, any applicable legal withdrawal and return rights remain available. Amounts paid for an order that we cancel will be refunded as required by law.

Consumer Guarantees and Assistance

Nothing in this policy limits rights to repair, replacement, refund, price reduction or other remedies provided by applicable legislation. If you have questions about eligibility or an approved return's status, contact us using the details below.

Business Information

Operating Company: Hubei Xiuhuaxian Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420302MAKF4BJD67
Company Address: Building 7 (1-5)-1-A1, No. 23 Dongfeng Avenue, Dongcheng Development Zone, Maojian District, Shiyan, Hubei Province
Support Email: service@kirmelo.com
Contact Phone: +86 15592748316
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)