Return & Refund

Return & Exchange Conditions

• Products purchased at Kandao Store can be returned within 30 days upon receipt of the product without any reason. The product has to be in unopened-factory condition and Kandao will only refund the full price of the product. Costs like custom fees , VAT ,and postage rates will not be refunded. Buyers need to pay for any return shipping to the designated service center (including cross-border and international shipping costs, if applicable) unless the refund is due to quality issues.
• Kandao Store will offer you an exchange should there is any quality issues with the product within 30 days from the date of the completed transaction. We will refund you should there is no exchange unit. We will also be responsible for any costs incurred during this type of exchange and refund.
• Kandao Store would not provide refund or exchange for any product issues caused bybuyers.

General Return Process

• Initiate a return: Please email us at service@kandaovr.comwith photos and/or videos of the items and let us know your order number and sn number. Our customer service staff will determine the eligibility for your return request within 3 business days.
• Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
• Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
• No restocking fee to be charged to the consumers for the return of a product.

Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
• If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at service@kandaovr.com.

Order Cancellation and Change

• Buyers could cancel the order or change receiving information before the order is shipped. Please contact us at service@kandaovr.com.
• The order cannot be changed once it has been confirmed and processed. If you want to cancel the order after it is confirmed, please do not unpack and use the product,and process with the refund in 7 days upon receiving the product.

Kandao Customer Service

Email: service@kandaovr.com

Service time: 09:30 -18:30 (GMT+8), Monday to Friday