Refund policy

At Kaixin (operated by ERBOCEN LIMITED), customer satisfaction is important to us.
If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Return Period

You may request a return within 30 calendar days of receiving your order.
Requests submitted after this period cannot be accepted.

2. Conditions for Returns

To be eligible, items must meet the following conditions:

Unused, unworn, and in the same condition as received.
In the original packaging, with tags and labels intact.
Accompanied by a receipt or proof of purchase.

Items sent back without prior authorization will not be accepted.

3. How to Initiate a Return

Contact our customer service at info@mykaixin.com with your order number and reason for return.
Our team will review your request and provide detailed instructions by email.
If approved, you will receive a return authorization and shipping instructions.

4. Shipping Costs for Returns

Customer responsibility: If the return is due to personal reasons (e.g., change of mind, wrong size ordered), the customer bears the return shipping cost.
Kaixin responsibility: If the return is due to a defective, damaged, or incorrect product, ERBOCEN LIMITED (trading as Kaixin) will cover the return shipping costs.

5. Damaged or Incorrect Items

Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately at info@mykaixin.com within 7 calendar days of delivery so we can resolve the issue.

6. Non-Returnable Items

For health, safety, and legal reasons, the following items cannot be returned:

Perishable goods (e.g., food, flowers, plants)
Custom or personalized products
Personal care or hygiene items (e.g., beauty products, undergarments)
Hazardous materials, flammable liquids, or gases
Sale items or gift cards

7. Exchanges

We do not process direct exchanges. If you would like a different item, please return the product following the procedure above and place a new order separately.

8. Refund Processing

Once we receive and inspect your return, you will be notified by email whether your refund has been approved.
If approved, a refund will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@mykaixin.com.