Refund policy

Thank you for choosing KEMESU products! To ensure your satisfaction, please carefully read our return and refund policy to understand your rights and responsibilities.

Returns

1.1 Returns and exchanges are only applicable under the following circumstances:

  • The received product is not the one ordered.
  • The received product is significantly damaged or defective.

1.2 We do not accept returns or exchanges under the following conditions, including but not limited to:

  • The product has been used or opened.
  • The product has been intentionally damaged.
  • More than 7 days (including Saturdays, Sundays, and public holidays) have passed since the delivery date.
  • Any free gifts.
  • Products that have already been exchanged once.
  • Change of mind.
  • Products not purchased through the official channel (www.kemesu.com.hk).
  • Individual products within bundled sets.

1.3 Return Eligibility:

  • Dietary supplements must be unused, unopened, and in their original packaging.
  • Return requests must be made within 7 days from the date of purchase (including Saturdays, Sundays, and public holidays).
  • Proof of purchase, such as the order number or receipt, must be provided.

1.4 Return Process:

  • Contact us to obtain a Return Merchandise Authorization (RMA) number. Contact: info@kemesu.com.hk.
  • Clearly state the reason for the return and provide any relevant details. To verify if your return request complies with our return policy, we may request photos and/or videos of the product.
  • Once you have obtained the RMA number, securely package the product and label the outside with the RMA number.
  • Ship the product back to the designated return address, provided along with the RMA number.
  • We recommend using a traceable shipping method for returning the product.
  • The customer is responsible for all return shipping costs.

1.5 Refunds:

  • Upon receiving the returned product, we will inspect it to ensure it meets the return eligibility criteria.
  • If the returned product is eligible, we will refund the payment to your credit card account. The actual refund date may vary slightly depending on the billing cycle of your bank, typically taking 2-3 weeks.
  • The refund will be for the product purchase price and will not include any incurred shipping fees.
  • Please note that the time for the refund to be credited may vary depending on your bank or payment processor.

Exchanges

2.1 Exchange Eligibility:

  • We do not directly provide exchange services. If you wish to exchange a product, please follow the return process mentioned above and place a new order to purchase the desired product.

Damaged or Defective Products

3.1 Inspection upon Receipt:

  • Please inspect the product immediately upon receipt.
  • If the product is damaged or has quality issues during shipping, please contact our customer support team within 3 days of receiving the product.
  • Provide a detailed description of the issue and, if possible, attach photos and/or videos as evidence.

KEMESU HK reserves the right to revise the terms and conditions without prior notice. In case of any disputes, this store reserves the final decision-making authority, which cannot be challenged.

Contact Information:

If you have any questions or need assistance regarding returns or refunds, please contact our customer support team. Contact: info@kemesu.com.hk