KELSVORA™ | Operated by Hangzhou Xuxiantuan Network Technology Co., Ltd. | Registered Address: Room 113, South Building, No. 2-1, Wujiamen, Xinggongtang Village, Liangzhu Street, Yuhang District, Hangzhou City, Zhejiang Province, China | Legal Representative: Wang Xuean | Email: service@kelsvora.com
Effective date: September 30, 2026
1. Purpose and Scope
This Return Policy explains how KELSVORA™ reviews return, exchange, refund, damaged-item, incorrect-item, and missing-item requests for goods ordered from our online store. It applies alongside any mandatory consumer protections available in the customer’s place of residence. Where local law grants a remedy or time period that is more favorable than this policy, that legal protection continues to apply.
2. Return Request Period
A return request must be submitted within 60 calendar days after delivery. The delivery date shown by the carrier is normally used to calculate this period. If carrier records are incomplete or disputed, we may consider other reliable delivery evidence.
To begin a request, email service@kelsvora.com with the order reference, product name, reason for the request, and relevant supporting information. Please wait for written authorization before sending any item. Return instructions and the designated return location will be supplied after authorization. The registered company address listed above is not automatically a return location, and customers should not send merchandise there unless our support team expressly directs them to do so.
3. General Eligibility
An item is ordinarily eligible when it is returned in substantially the same condition in which it was received, with included parts, accessories, manuals, and original product packaging where reasonably available. Reasonable inspection is permitted, but use extending beyond what is needed to assess the item may affect the available remedy where applicable law allows.
We ask customers to package returns securely and to follow the authorization instructions. A return sent without authorization, to an incorrect location, or without enough identifying information may be delayed, refused, or sent back where permitted by law.
4. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect the shipment promptly after delivery. If an item arrives damaged, appears defective, differs from the item ordered, or is missing from the parcel, contact service@kelsvora.com as soon as reasonably possible. Include the order reference and clear photographs of the item, outer parcel, shipping label, and internal packing when these materials are available. For a missing component, list the part that was not included.
Evidence helps us confirm the condition and determine the appropriate solution. We will not request evidence that is unreasonable or impossible to provide. Depending on the circumstances and stock availability, the solution may include a replacement, exchange, missing component, return, or refund. When the issue is confirmed as our error or as qualifying transit damage, KELSVORA™ will provide authorized return instructions and cover reasonable return shipping arranged or approved by us.
5. Change-of-Mind Returns
For an eligible change-of-mind return, the customer is responsible for return shipping costs unless applicable law requires another arrangement or our written authorization states otherwise. Original outbound shipping charges are refundable only when required by law or when the return results from our confirmed error.
We recommend using a trackable service and retaining the dispatch record until the return is completed. KELSVORA™ cannot confirm receipt of a parcel that has not reached the designated return location, subject always to applicable consumer law.
6. Limited Exclusions
The following goods may be excluded from change-of-mind returns only to the extent permitted by applicable law:
- Items made, engraved, configured, or otherwise personalized to a customer’s specifications.
- Truly perishable goods with a limited usable life.
- Sealed hygiene-sensitive goods after the protective seal has been opened, where resale would create a genuine health concern.
- Items damaged through misuse, unauthorized alteration, improper care, or ordinary wear after delivery.
- Items expressly identified as non-returnable before the order was submitted, where such a restriction is lawful.
These exclusions do not remove rights relating to goods that are faulty, materially misdescribed, damaged in transit, or otherwise protected by mandatory law.
7. Inspection and Refund Timing
After an authorized return reaches the designated location, it will be checked against the approved request. We may contact the customer if identifying details, components, or evidence are missing. Once an eligible return has been received, inspected, and approved, the refund should appear within 7–10 business days. External processing schedules may occasionally require additional display time outside our control.
If only part of an order is returned, any approved refund will relate only to the accepted item or items and any other amount required by applicable law. We will explain any lawful deduction before completing the review.
8. Exchanges
An exchange may be offered when the requested replacement is available. Availability cannot be reserved until the return request is approved. If the requested item is unavailable, we may offer another suitable remedy, including a refund. Any price difference or additional delivery arrangement will be explained before an exchange is confirmed, without limiting statutory rights.
9. Order Cancellations
Customers may request cancellation before dispatch by contacting service@kelsvora.com. We will make a reasonable effort to stop fulfillment, but cancellation cannot be assured once packing, carrier transfer, or dispatch has begun. If the order has already been dispatched, the customer may use the return procedure after delivery.
10. Refused and Unclaimed Shipments
A parcel refused without authorization or left unclaimed may be returned by the carrier. Once it reaches the appropriate facility, we will assess its condition and the carrier’s charges. Any refund or deduction will follow applicable law and the circumstances of the shipment. Repeated delivery fees, storage fees, or return-carrier charges will never be deducted where the failure resulted from our error or where local law prohibits the deduction.
11. Review and Communication
Customer support inquiries are reviewed and answered within 3 business days. Complex carrier investigations or product assessments may take longer to resolve, but we will provide meaningful updates when further review is needed. Please keep the order reference in the email subject line so we can locate the request efficiently.
12. Contact
Return and after-sales questions may be sent to service@kelsvora.com. Please include the order reference and a clear description of the requested remedy. This policy may be updated to reflect operational or legal changes; the version in effect when an order is submitted will normally govern that order unless mandatory law requires otherwise.