Return policy
Return policy
At KevraDefense, we are committed to providing high-quality ballistic protection products and professional after-sales services to global customers. To ensure a transparent and efficient cross-border return and refund process, we formulate the following policy in compliance with international trade regulations, cross-border e-commerce platform rules, and customs supervision requirements <superscript>1superscript>8superscript>.
1. Eligibility for Return & Refund
1.1 Valid Return Scenarios: Customers are eligible to apply for return and refund within 30 calendar days from the date of customs clearance of the goods <superscript>5superscript>8superscript>. Returns will be accepted only if they meet one of the following conditions: (a) The product has quality defects (e.g., ballistic performance does not meet the certified standards, structural damage, or material defects) that affect normal use; (b) The delivered product does not match the order information (e.g., wrong model, incorrect size, or mismatched color); (c) The product packaging is severely damaged during transportation, resulting in potential safety hazards of the product.
1.2 Ineligible Return Scenarios: Returns will not be accepted under the following circumstances: (a) The application for return exceeds the 30-day time limit; (b) The product is used, disassembled, modified, or damaged due to improper use by the customer; (c) The product's appearance, packaging, or accessories are incomplete (e.g., missing labels, user manuals, or original packaging); (d) Customized products (including OEM/ODM products) that meet the agreed design requirements; (e) Returns caused by changes in local import policies or customs clearance failures due to customer's own reasons.
2. Return Application Process
2.1 Application Submission: Customers who need to return goods shall contact our 7/24 professional after-sales team via the cross-border e-commerce platform messaging system, official email, or hotline. The application shall include order number, product name/model, reason for return, and relevant proof materials (e.g., photos/videos of product defects, transportation damage, or mismatch with order information).
2.2 Review & Approval: Our after-sales team will complete the review of the return application within 3 working days. If the application is approved, we will issue a Return Merchandise Authorization (RMA) number and provide the designated return address (overseas warehouse or domestic bonded warehouse as appropriate). If the application is rejected, we will explain the reasons in detail.
2.3 Goods Return: Customers shall send the goods to the designated address within 7 working days after obtaining the RMA number, and clearly mark the RMA number on the outer packaging. It is recommended to choose a logistics company with international transportation qualification and cargo insurance to ensure the safety of the returned goods during transportation. The waybill number shall be promptly notified to our after-sales team for tracking.
2.4 Inspection & Confirmation: After receiving the returned goods, our quality inspection team will conduct a comprehensive inspection within 5 working days to confirm whether the goods are in line with the return conditions and whether there is any man-made damage. The inspection results will be fed back to the customer in writing.
3. Refund & Exchange Rules
3.1 Refund Processing: If the return is confirmed to be eligible, we will process the refund within 7 working days after the completion of the inspection. The refund will be returned to the original payment account, and the refund amount will be the actual payment amount of the order (excluding the original shipping fee). The cross-border transportation fee for eligible returns (due to product quality or our mistakes) will be borne by KevraDefense; the transportation fee for returns due to customer's own reasons will be borne by the customer.
3.2 Exchange Processing: If the customer applies for exchange (e.g., wrong size or model), we will arrange the re-delivery within 3 working days after confirming the eligibility of the returned goods. The additional transportation fee generated by the exchange will be borne by the responsible party according to the reason for the return.
3.3 Customs & Tax Handling: For returns involving cross-border customs formalities, we will handle the relevant customs declaration procedures in accordance with the regulations of the customs authorities of both countries <superscript>1superscript>7superscript>. If the tax has been collected for the original order, the tax will be adjusted or refunded in accordance with the customs regulations after the return is completed <superscript>5superscript>8superscript>. The customer shall actively cooperate with the provision of relevant materials required for customs formalities.
4. Special Notes
4.1 The returned goods must be kept in the original state as much as possible, and the completeness of the product, packaging, and accessories must be ensured. Any damage or loss caused by improper packaging during the return process shall be borne by the customer.
4.2 For large-volume orders or special customized products, the return and refund terms shall be separately agreed in the sales contract.
4.3 Our after-sales team will track the entire return and refund process and provide real-time updates to the customer. If you have any questions during the process, please feel free to contact us.
4.4 This return and refund policy shall be subject to the laws and regulations of the country/region where the customer is located and the relevant rules of the cross-border e-commerce platform. In case of any conflict, the above laws, regulations, and rules shall prevail.
After-Sales Contact Information:
Official Email: jinchaowu9@gmail.com
Hotline: +86 18170883451