Return and Refund Policy

Company Name: Sichuan Jixin Hejia Culture Media Co., Ltd.
Email: service@kirmoxel.com

This Return and Refund Policy explains the requirements and procedures for returning products purchased from Kirmoxel™. Please review these terms before submitting a return request.

1. Return Request Period

You may request a return within 30 days after the delivery date shown by the shipping carrier.

Requests submitted after the 30-day period may not be accepted unless additional rights apply under the laws of the customer’s location.

2. Return Conditions

To qualify for a standard return, the product must:

• Remain unused, unworn, and unwashed

• Be in the condition in which it was delivered

• Include all original parts, inserts, accessories, and tags

• Be placed inside its original product packaging

• Be accompanied by an order number or other proof of purchase

• Be free from pet hair, stains, odors, scratches, alterations, or signs of extended use

Trying an item only to evaluate its size or basic suitability does not automatically disqualify it, provided the item remains in returnable condition.

3. Starting a Return

Before sending any product back, email:

service@kirmoxel.com

Your request should include:

• Your full name

• Your order number

• The email address used during checkout

• The item you wish to return

• The reason for the return

• Clear photographs when the request involves damage, an incorrect item, or missing components

After reviewing the request, we will confirm whether the item qualifies and provide the applicable return instructions and shipping-label information.

Products mailed without prior return authorization may be refused and may not qualify for a refund.

4. Return Shipping Costs

For standard change-of-mind returns, the customer is responsible for the applicable return shipping cost unless local law requires otherwise.

When a prepaid return label is issued for a standard return, the label cost may be deducted from the refund. Any applicable deduction will be communicated before the return is completed.

If an eligible item arrives damaged, faulty, or different from the product ordered, Kirmoxel™ will cover the authorized return shipping cost.

The original shipping charge paid during checkout is not refundable unless required by applicable law or the return results from an error on our part.

5. Damaged, Faulty, or Incorrect Items

Inspect all products shortly after delivery.

If an item arrives damaged, contains a manufacturing issue, has missing components, or differs from the item ordered, contact us within 72 hours of delivery.

Please provide:

• Your order number

• A description of the issue

• Photographs of the product

• Photographs of the external package

• A clear image of the shipping label

Do not discard the product or packaging until the request has been reviewed. Depending on the circumstances, we may offer replacement parts, a replacement item, or a refund.

6. Items That Cannot Be Returned

The following products are generally excluded from standard returns:

• Custom-made or personalized merchandise

• Gift cards

• Items clearly identified as final sale

• Products showing wear, washing, damage, alteration, pet hair, stains, or odors after delivery

• Items returned without required components or original packaging

• Opened products that cannot be resold for hygiene-related reasons

• Products sent back without authorization

These exclusions do not remove any rights that cannot legally be limited, including rights relating to qualifying faulty or incorrectly supplied goods.

Contact us before purchasing if you are uncertain whether a particular product is eligible for return.

7. Exchanges

Direct exchanges are not normally processed.

To obtain a different size, color, or product:

1. Request a return for the original item.

2. Wait for the return request to be approved.

3. Place a separate order for the preferred item.

A replacement order is subject to current pricing and availability.

If we shipped an incorrect product or approved a replacement for a qualifying issue, separate instructions will be provided by customer service.

8. European Union Right of Withdrawal

Customers covered by European Union consumer law generally have a statutory right to withdraw from an eligible online purchase within 14 days after receiving the goods, without providing a reason.

To exercise this right, send a clear withdrawal request to service@kirmoxel.com before the applicable period expires.

The customer may be responsible for direct return costs unless Kirmoxel™ agrees to cover them or applicable law requires otherwise.

Certain goods may be excluded from the statutory withdrawal right, including clearly personalized products and qualifying sealed goods opened after delivery.

Nothing in this policy limits consumer rights that cannot be excluded under applicable law.

9. Return Inspection

After the authorized return reaches the designated facility, it will be inspected to confirm:

• The correct product was returned

• The item meets the stated return conditions

• All expected components are included

• The reported issue matches the submitted information, where applicable

We will notify you by email after the review is completed.

If a returned product does not meet the eligibility requirements, the refund may be reduced or declined where permitted by applicable law.

10. Refund Processing

When a return is approved after inspection:

• The refund will be issued to the original payment method

• The approved amount will normally be submitted within 10 business days

• A confirmation email will be sent after the refund is initiated

Banks, card issuers, and PayPal may require additional time to display the funds after the refund has been submitted.

If more than 15 business days have passed since you received refund approval, contact service@kirmoxel.com with your order number.

11. Late or Missing Refunds

If an approved refund is not visible:

1. Review the original payment account.

2. Check for pending or reversed transactions.

3. Contact the card issuer, bank, or PayPal.

4. Allow the payment provider’s stated posting period to pass.

5. Contact us if the refund still cannot be located.

Refunds can only be returned to the original payment method. We cannot redirect an approved refund to another card, account, or person.

12. Order Cancellations

Cancellation requests must be submitted within 12 hours after purchase.

Send the request to service@kirmoxel.com and include your order number.

Cancellation is not guaranteed. Once processing or fulfillment has begun, the order may no longer be eligible for cancellation and may need to follow the standard return procedure after delivery.

13. Return Destination

Do not send returns to the company’s registered address or to the address printed on the original shipping package unless customer service specifically instructs you to do so.

Approved returns must be sent to the location supplied in the return authorization email. Return facilities may differ according to the product and fulfillment location.

Kirmoxel™ is not responsible for products sent to an unauthorized address.

14. Contact Information

Company Name:
Sichuan Jixin Hejia Culture Media Co., Ltd.

Customer Service Email:
service@kirmoxel.com

Customer Care Hours:
Monday–Friday
9:00 AM–6:00 PM EST

Include your order number whenever contacting us about a return, replacement, or refund.