Refund and Returns Policy

Last Updated: November 10, 2026

At kiyakm.cc, we strive to ensure that our customers are completely satisfied with their purchases. We understand that occasionally you may need to return an item. This Refund and Returns Policy outlines the conditions, timelines, and procedures for returns, exchanges, refunds, and order cancellations in full compliance with international consumer protection standards and payment processor guidelines.

1. Return Window (30-Day Policy)

We offer a 30-day return policy. You have 30 calendar days from the date you receive your order to initiate a return request. If 30 days have passed since the delivery of your items, we unfortunately cannot offer you a refund or exchange.

2. Return Eligibility Criteria

To qualify for a valid return and full refund, items must satisfy the following conditions:

  • The item must be unused, unwashed, unworn, and in the exact same condition that you received it.
  • The item must be in its original packaging with all protective materials, tags, manuals, and accessories included.
  • A receipt or proof of purchase (such as your order confirmation email or order ID number) must be provided.

Non-Returnable Items: For health, safety, and hygiene reasons, certain products cannot be returned once opened, including perishable goods, intimate or sanitary items, gift cards, and downloadable digital software.

3. Step-by-Step Return Procedure

To initiate a return, please follow these straightforward steps:

  1. Contact Customer Support: Send an email to [email protected] with your Order ID number, item(s) you wish to return, and the reason for the return.
  2. Receive Return Authorization: Our support team will respond within 24 business hours with a Return Merchandise Authorization (RMA) confirmation and specific return shipping instructions.
  3. Pack the Item: Securely package the item in its original box or protective container to prevent damage during transit. Include a copy of your RMA confirmation or order number inside the package.
  4. Ship the Package: Mail your package to our official business and return address:
    kiyakm.cc Returns Department
    Citic Tower, 1 Tim Mei Avenue, Admiralty, Hong Kong
  5. Notify Us: Email your return shipment tracking number to [email protected] so we can monitor its progress.

4. Return Shipping Costs

  • Defective, Damaged, or Incorrect Items: If you received an item that is defective, damaged in transit, or incorrect due to our error, kiyakm.cc will cover 100% of the return shipping costs or issue a pre-paid return shipping label.
  • Customer Change of Mind / Preference: If you are returning an item for personal preference or change of mind, you will be responsible for paying the direct return shipping costs. Return shipping costs are non-refundable.
  • Trackable Shipping: We strongly advise using a trackable courier service or purchasing shipping insurance for returned items. We cannot guarantee receipt of returned items without verifiable tracking.

5. Refund Process and Timeline

Once your returned item is received at our facility in Hong Kong, it undergoes an inspection by our quality assurance team within 2 to 3 business days. We will send you an email notification confirming receipt and whether your refund has been approved or rejected.

Upon approval, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (such as credit card, debit card, or digital wallet) via our secure payment gateway, Stripe.

Refund Timing: It typically takes 5 to 10 business days for the refund amount to reflect on your bank or credit card statement, depending on your card issuer’s processing time.

Late or Missing Refunds

If you have not received your refund within the expected timeframe, please take the following steps:

  1. Recheck your bank account or credit card statement to verify pending transactions.
  2. Contact your credit card company or banking institution, as there is often an official posting period before a refund shows up.
  3. If you have completed these steps and still have not received your refund, please reach out to us at [email protected], and we will promptly investigate with Stripe.

6. Order Cancellations

You may request to cancel your order free of charge at any time before the order has been processed and shipped. To cancel, please contact [email protected] as soon as possible with your order number. If your order has not yet departed our fulfillment center, we will cancel it immediately and issue a 100% full refund to your original payment method.

If your order has already been shipped, it cannot be intercepted in transit. In that scenario, please wait for delivery and follow our standard 30-day return procedure above.

7. Exchanges

We replace items if they are defective, damaged upon arrival, or if you received an incorrect item. If you need to exchange an item for the same model, size, or color, please email us at [email protected], and we will arrange the exchange at no additional shipping expense to you.

8. Contact Information

For any questions or support inquiries regarding our Refund and Returns Policy, please reach out to our dedicated team:

Store Name: kiyakm.cc
Email: [email protected]
Address: Citic Tower, 1 Tim Mei Avenue, Admiralty, Hong Kong
Operating Hours: Monday – Friday: 9:00 AM – 6:00 PM (HKT / UTC+8)
Website: https://kiyakm.cc