Return & Refund Policy
When the Product or the Outcome Isn't Right
A return for personal preference is different from a request involving damaged, defective, or incorrect merchandise. This policy explains both situations, the steps for requesting assistance, and when approved refunds are initiated at Famkilo.
Last updated: November 11, 2026
1. Requesting a Voluntary Return
You may ask to return an eligible item within 30 calendar days after delivery. Email service@famkilo.com before the window closes, identifying your order number, the product, and why you would like to return it. Statutory remedies for defective or misdescribed goods may remain available beyond this voluntary period.
2. Condition of Items Returned for Preference
For a change-of-mind return, a product should generally be unused beyond reasonable examination, in its original condition, and accompanied by relevant parts and accessories. Include original packaging where reasonably needed and enough proof of purchase to identify the transaction.
Some categories of goods may be excluded from voluntary returns where lawful exceptions apply, including qualifying personalized, perishable, or hygiene-sensitive merchandise. These exceptions do not displace mandatory legal remedies for faulty or incorrectly supplied goods.
3. The Return Process
Step 1 — Write to customer support. Send an email to service@famkilo.com describing the request and providing your order number.
Step 2 — Explain any product problem. If the item is damaged, defective, incomplete, or not what you ordered, include a clear description and photographs when reasonably possible.
Step 3 — Follow the authorized instructions. We will review the matter and, where shipping a product back is necessary, give you the relevant return instructions and the correct destination.
Step 4 — Keep shipment evidence. Pack the product carefully and retain any postal receipt and tracking information available.
Please do not send products to our registered company address unless support has expressly identified that address as the authorized destination for your return.
4. Return Shipping Responsibilities
For an eligible voluntary return due to a change of mind, the customer generally pays the return postage unless applicable law requires otherwise.
When goods are damaged, defective, or incorrect, we cover applicable reasonable return shipping costs or arrange another legally appropriate remedy. Contact us before paying for an expensive international return shipment.
5. Review of Returned Goods
When a returned parcel reaches the authorized destination, we may assess the item's condition, included components, and the circumstances of the request. We will communicate the outcome and any further steps. Ordinary voluntary-return conditions do not remove a legal right to a remedy for nonconforming goods.
6. Refund Approval and Payment
For an approved refund, repayment is normally initiated within 10 business days after approval, unless applicable law provides a shorter deadline. We generally refund to the original payment method unless another method is legally required.
The refund initiation date is different from the date funds appear in your account. Banks, card issuers, and payment providers may need additional time. Any refund of original delivery charges depends on the reason for the return, the purchase terms, and applicable law.
7. No Restocking Fee
We do not charge a restocking fee for eligible returns. Where customers are responsible for voluntary return postage, that cost is separate from a restocking fee.
8. Damaged, Missing, or Incorrect Items
If a product is faulty, arrives damaged, is missing components, or differs materially from its description, contact us as soon as reasonably possible. Include order information and photographs if helpful. Depending on applicable law and the circumstances, your remedy may be repair, replacement, a full or partial refund, or another required solution.
9. Order Cancellations and Exchanges
Request a cancellation promptly, preferably before dispatch. We will make reasonable efforts to assist, but fulfillment may have advanced too far to stop the order. After dispatch, our return procedure and any mandatory withdrawal rights apply.
Exchanges depend on available products and the reason for the request. If a direct exchange cannot be offered, an eligible return followed by a new purchase may be an alternative.
10. Undeliverable or Refused Packages
Where a carrier returns a parcel after an address error, repeated failed delivery attempts, or refusal of delivery, we will review the circumstances before deciding the next steps. Any costs or refund adjustments must be consistent with the disclosed purchase terms and applicable consumer law.
11. Rights That Continue to Apply
Nothing in this policy limits mandatory statutory rights regarding product quality, warranties, withdrawal, delivery, or refunds. A legal requirement that offers greater protection takes precedence over a conflicting provision here.
12. Return and Refund Contact Information
Operating Company: Haikou Cuixi Network Technology Co., Ltd.
Unified Social Credit Code (USCC): 91460000MAKCJ78X81
Company Address: Room D020, Room 1116, Building 10, Guoxingcheng, Zone B, Dayingshan East 2nd Street, Lantian Street, Meilan District, Haikou, Hainan Province
Support Email: service@famkilo.com
Contact Phone: +86 15924631587
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Website: https://famkilo.com