Your Satisfaction Matters

At Kilezo, we strive to ensure that every purchase you make meets your expectations. If you're not entirely satisfied with your order, we're here to help. Our dedicated support team is ready to assist you with any issues or concerns you may have. Simply reach out to us at [email protected] and provide a clear photo of the product along with a brief explanation of your concerns. We'll work with you to resolve the issue and improve our offerings for the future.

Please note that our policy allows for a 14-day window from the date of delivery to initiate any returns or exchanges. After this period, we regret that we may not be able to offer further assistance.

Handling Defective or Substandard Items

If you receive a product that is damaged, defective, or not performing as described, we take full responsibility. We understand that such issues can be frustrating, and we're committed to making it right. To expedite the process, please provide us with photographs that clearly show the problem, such as missing parts or visible flaws. These images will help us confirm the issue and arrange for a replacement or refund promptly. Typically, you won't need to return the faulty item, as we use these images to enhance our quality control measures and prevent future issues.

Our warranty covers manufacturing defects but excludes damage from accidents, improper handling, usual wear and tear, color or material fading from sun exposure, and post-purchase modifications. The same 14-day period applies here, so please contact us within this timeframe for the best possible resolution.

Delayed or Missing Orders

We understand that waiting for your order can be frustrating, especially if it's delayed beyond the estimated delivery time. If this happens, you have the option to request a refund or a replacement. Simply contact our support team with your order details, and we'll prioritize your case. Please submit your claim within 2 months from the order date, as tracking information may expire beyond this period, limiting our ability to assist you.

If a refund is processed, it usually takes 5-10 business days for the funds to appear in your account, depending on your bank's processing times. For any further assistance, feel free to reach out to us at [email protected].

Refund Process

All refunds will be returned to the original payment method. Once we issue the refund, your financial institution may require a few extra days to deposit the funds. Here’s a breakdown of the approximate timelines for different payment methods:

  • Credit Card: Up to 10 business days
  • PayPal: 3 to 5 business days

If your refund isn’t visible in your account after the stated period, please contact your bank or card issuer for further assistance. We value your business and are committed to resolving any concerns swiftly. If you have additional questions or need further support, please don’t hesitate to email us at [email protected].

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