Return & Refund Policy

KUPVELO — RETURN & REFUND POLICY
Last updated: October 30, 2026

POLICY SUMMARY
Eligible standard return requests: within 30 calendar days after delivery. Change-of-mind return postage: normally paid by the customer. Seller error or confirmed damaged, defective or incorrect goods: reasonable authorized return postage covered by us or an appropriate alternative remedy, subject to law. Target inspection and decision: within 3 business days after the authorized return reaches the designated return location. Approved refunds: submitted to the original payment method within 5–10 business days after approval. Your bank may need additional posting time.

1. ELIGIBILITY AND 30-DAY RETURN PERIOD
For an eligible change-of-mind return, contact service@kupvelo.com within 30 calendar days after the recorded delivery date. Include your order number, item name and reason. The return window begins on delivery, not on order placement or dispatch. An item should generally be unused, in substantially its original condition, with supplied components and packaging where reasonably possible.

2. EXCEPTIONS AND CONSUMER PROTECTIONS
Some personalized, made-to-order or hygiene-sensitive products may not qualify for change-of-mind returns if an applicable exception was disclosed before sale and is permitted by law. These conditions do not remove legal remedies for faulty, damaged, incorrect or misdescribed goods. Mandatory consumer rights always take precedence.

3. HOW TO REQUEST A RETURN
Email service@kupvelo.com with the order number and reason. For damage or an incorrect item, include relevant photographs where practical. We aim to acknowledge a complete request within one business day. Wait for written authorization, packing instructions and the designated return destination. Do not send goods to the registered business address unless the instructions expressly identify that address.

4. WHO PAYS RETURN POSTAGE
Customers normally pay the postage for eligible change-of-mind returns and should use a suitable tracked service. If we verify that a product was supplied damaged, defective or incorrectly through our error, we will cover reasonable authorized return shipping or offer another legally appropriate remedy. Request instructions before purchasing shipping for a seller-error return. We do not add an undisclosed restocking fee. Original outbound shipping charges are refunded where required by applicable law or the applicable remedy.

5. INSPECTION AND APPROVAL TIME
Once an authorized return arrives at the destination we specify, we aim to inspect it and notify you of the return decision within 3 business days. If further information or investigation is reasonably needed, we will contact you. For refunds that do not require physical return, we will inform you directly when a decision has been made.

6. REFUND TIMING AND METHOD
Approved refunds are normally processed to the original payment method within 5–10 business days after approval. Financial institutions and payment providers may take extra time to post the credit. If the credit is not visible after the provider's normal processing period, contact us with your order number. The amount and treatment of outbound shipping charges depend on the return reason and applicable law.

7. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Contact support as soon as practical after delivery, preferably within 7 calendar days, with the order number, issue description and photographs if available. We will review the report and provide a remedy as required by applicable law, potentially including repair, replacement or refund. The 7-day reporting recommendation does not reduce legally protected rights.

8. CANCELLATIONS AND EXCHANGES
To request cancellation or address changes, email support within 48 hours after purchase and before dispatch. We cannot guarantee cancellation once order processing is irreversible. Exchanges depend on availability and order eligibility; please contact support before returning anything.

9. SUPPORT AND RETURN ADDRESS
Email is monitored Monday through Friday, excluding public holidays, with a target reply within one business day. The designated return address will be given in writing after authorization. Our business registration address is not a standing return destination.

10. YOUR STATUTORY RIGHTS
Nothing in this policy excludes or restricts rights that cannot lawfully be waived under the law applicable to your purchase.

OFFICIAL BUSINESS AND CUSTOMER SUPPORT INFORMATION
Store name: Kupvelo
Official website: https://kupvelo.com
Legal operator: Jilin Taiyue Trading Co., Ltd.
Registered business address: Unit 26, Basement Level 1, Buildings 5 and 7, Guangrun Tiancheng Community, Dongning Subdistrict, Panshi City, Jilin Province, China
Customer service email: service@kupvelo.com
Customer service telephone: +1 (909) 639-6795
Customer service email hours: Monday through Friday, excluding public holidays
Email response target: within one business day during business days

The registered business address is for business identification and correspondence. It is not a retail pickup location or return facility. If a return is approved, we will provide the return shipping address in writing.

RELATED STORE PAGES
Contact Information: https://kupvelo.com/pages/contact-information
Company Profile: https://kupvelo.com/pages/company-profile
Shipping & Delivery: https://kupvelo.com/pages/shipping-delivery
Return & Refund Policy: https://kupvelo.com/pages/return-refund-policy
Privacy Policy: https://kupvelo.com/pages/privacy-policy
Terms of Service: https://kupvelo.com/pages/terms-of-service
FAQ: https://kupvelo.com/pages/faq