Return Policy - Kevra Defense

Return & Refund Policy

At Kevra Defense, 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 have formulated the following policy in compliance with international trade regulations and cross-border e-commerce platform rules.

1. Eligibility for Return & Refund

1.1 Valid Return Scenarios

Customers are eligible to apply for a return and refund within 30 calendar days from the date of customs clearance. Returns will be accepted only if they meet one of the following conditions:

  • The product has quality defects (e.g., ballistic performance does not meet certified standards, structural damage, or material defects) that affect normal use
  • The delivered product does not match the order information (e.g., wrong model, incorrect size, or mismatched color)
  • The product packaging is severely damaged during transportation, resulting in potential safety hazards

1.2 Ineligible Return Scenarios

Returns will not be accepted under the following circumstances:

  • The return application exceeds the 30-day time limit
  • The product is used, disassembled, modified, or damaged due to improper use by the customer
  • The product's appearance, packaging, or accessories are incomplete (e.g., missing labels, user manuals, or original packaging)
  • Customized products (including OEM/ODM products) that meet the agreed design requirements
  • Returns caused by changes in local import policies or customs clearance failures due to the customer's own reasons

2. Return Application Process

2.1 Application Submission

Contact our 24/7 after-sales team via email or hotline with the following information:

  • Order number
  • Product name / model
  • Reason for return
  • Supporting evidence (photos/videos of defects, damage, or incorrect items)

2.2 Review & Approval

Our after-sales team will complete the review within 3 working days. If approved, we will issue a Return Merchandise Authorization (RMA) number and provide the designated return address. If rejected, we will explain the reasons in detail.

2.3 Goods Return

Customers must ship the goods to the designated address within 7 working days after receiving the RMA number. Please clearly mark the RMA number on the outer packaging and use a logistics provider with international transportation qualification and cargo insurance. Share the tracking number with our after-sales team promptly.

2.4 Inspection & Confirmation

After receiving the returned goods, our quality inspection team will conduct a comprehensive inspection within 5 working days and provide written feedback on the results.

3. Refund & Exchange Rules

3.1 Refund Processing

If the return is confirmed eligible, we will process the refund within 7 working days after inspection. The refund will be returned to the original payment account for the actual order amount (excluding original shipping fees).

  • Quality issues or our mistakes: Return shipping costs borne by Kevra Defense
  • Customer's own reasons: Return shipping costs borne by the customer

3.2 Exchange Processing

If the customer applies for an exchange (e.g., wrong size or model), we will arrange re-delivery within 3 working days after confirming the eligibility of the returned goods. Additional shipping fees will be allocated based on the reason for 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 both countries. If tax was collected for the original order, it will be adjusted or refunded in accordance with customs regulations after the return is completed. Customers must cooperate in providing required customs documentation.

4. Special Notes

  • Returned goods must be kept in their original condition with complete product, packaging, and accessories. Damage caused by improper return packaging is the customer's responsibility.
  • For large-volume orders or special customized products, return and refund terms will be separately agreed upon in the sales contract.
  • Our after-sales team will track the entire return and refund process and provide real-time updates. Please contact us at any time if you have questions.
  • This policy is subject to the laws and regulations of the customer's country/region and relevant cross-border e-commerce platform rules. In case of conflict, applicable laws and regulations shall prevail.

After-Sales Contact

Our team is available 24/7 to assist you:

  • 📧 Email: jinchaowu9@gmail.com
  • 📞 Hotline: +86 18170883451

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