Return & Refund Policy
KELUNAVO · AFTER-SALES CARE
Return & Refund Policy
Return guidelines, clear instructions, and refund information.
At kelunavo, we want every customer to have a reliable shopping experience. If you are not satisfied with your purchase, please review the return and refund guidelines below.
Return window: Eligible products may be returned within 30 calendar days after delivery.
Before sending a return: Please contact our customer support team for approval and instructions.
01 / ORDER CANCELLATION
Order Cancellation
You may request to cancel your order before it enters the processing or fulfillment stage.
If your cancellation request is approved, we will issue a full refund to your original payment method.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be available.
To request a cancellation, please contact us as soon as possible:
service@kelunavo.com
02 / RETURN ELIGIBILITY
Returns
Eligible products may be returned within 30 calendar days after delivery.
To qualify for a return, the item must:
- Be unused and in its original condition;
- Include original packaging and accessories where applicable;
- Include proof of purchase or order confirmation.
Please contact our customer support team before sending any return.
Products returned without prior approval may not be accepted.
03 / REQUESTING A RETURN
How to Request a Return
To request a return, please contact our customer support team:
service@kelunavo.com
Please provide:
- Order number;
- Product name;
- Reason for return;
- Photos or videos of the product when applicable.
After reviewing your request, our team will provide return instructions.
04 / RETURN DESTINATION
Return Address
Please do not send returns directly to our business registration address.
After your return request has been approved, our customer support team will provide the appropriate return address and return instructions.
05 / RETURN SHIPPING
Return Shipping Costs
For preference-based returns, including:
- Ordered the wrong item;
- Changed your mind;
- Personal preference reasons;
customers are responsible for return shipping costs.
For products that arrive:
- Damaged;
- Defective;
- Incorrect;
- Significantly different from the product description;
we will provide an appropriate solution, including replacement, refund, or return assistance at no additional cost.
06 / REFUND PROCESS
Refunds
After we receive and inspect the returned item, we will notify you regarding the refund decision.
Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received and inspected.
Please note that the time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
07 / REFUND FOLLOW-UP
Late or Missing Refunds
If you have not received your refund within the expected timeframe:
- Check your bank account or payment account again;
- Contact your payment provider;
- Contact our customer support team for further assistance.
Email: service@kelunavo.com
08 / CONTACT INFORMATION
✉ Contact Information
Brand name
kelunavo
Company name · English rendering
Shanghai Hengtingdun International Trading Co., Ltd.
Customer support email
service@kelunavo.com
Business address
Room 118, Building 20, Nos. 1–42, Lane 83, Hongxiang North Road,
Lingang New Area, China (Shanghai) Pilot Free Trade Zone,
Shanghai, China
This is our business registration address, not a return address. Please obtain return instructions from our customer support team before sending items back.
KELUNAVO · RETURN & REFUND POLICY