Return & Refund Policy

Keaiwllq™ creates and curates pieces meant to become part of everyday reading, writing, organizing, and creative routines. We want those pieces to arrive as described and we also want customers to know exactly what options are available when something is not right.

This policy explains our return window, eligibility requirements, return shipping responsibilities, damaged or incorrect item procedures, exchanges, and the way approved refunds are handled.

1. Our 30-Day Return Window

Eligible Keaiwllq™ products may be returned within 30 calendar days after delivery.

For a standard return, the product should generally be:

• Unused and unworn, where applicable

• In its original condition

• Returned with its original packaging and included components where reasonably applicable

• Accompanied by valid proof of purchase or identifiable Keaiwllq™ order information

Please handle products carefully while deciding whether they are right for you.

Items that have been used, altered, intentionally damaged, or returned in a condition that prevents reasonable inspection may not qualify for a standard preference-based return.

If you are uncertain whether your item qualifies, contact us before sending anything back. Our team can review the product and circumstances with you.

2. Starting a Return

Every return begins by contacting Keaiwllq™ Customer Support:

Email: service@keaiwllq.com
Phone: +86 18466203678
Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)

Please provide:

• Your order number

• The product you would like to return

• The reason for your request

• Relevant photographs or video when the request concerns damage, defects, an incorrect product, or another condition that is easier to assess visually

After reviewing the request, our customer-service team will confirm whether the item is eligible and provide the appropriate return instructions.

Please wait for these instructions before shipping the product.

A parcel sent to an address that has not been provided or confirmed for the return may be difficult to identify and can delay processing.

3. Where to Send an Approved Return

Our business registration address is not automatically our return warehouse.

Please do not send a return directly to the Keaiwllq™ business registration address unless our customer-service team specifically instructs you to do so.

Once an eligible return has been reviewed and approved, we will provide the appropriate return warehouse address and return instructions for that request.

The correct return location may depend on the product, fulfillment arrangement, and other operational circumstances associated with the original order.

This process helps ensure that your returned parcel reaches a location equipped to receive and identify it.

4. Who Pays for Return Shipping?

Return shipping responsibility depends on why the product is being returned.

Preference-Based Returns

If an eligible item is being returned because you changed your mind, selected the wrong style, no longer need the product, or have another preference-based reason unrelated to a Keaiwllq™ error or product problem, the customer is responsible for the return shipping cost.

Any return shipment should follow the instructions supplied after the return request has been approved.

Original outbound shipping charges are generally not refundable for a preference-based return unless required by applicable law or specifically stated otherwise for the order.

Damaged, Defective, Incorrect or Materially Misdescribed Items

If a product arrives:

• Damaged

• Defective

• Incorrect

• Missing an included component

• Materially different from the product description

please contact us as soon as reasonably possible.

For a verified issue of this kind, Keaiwllq™ will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

You will not be required to bear return shipping costs when the return is necessary because we sent an incorrect item or because the product arrived with a verified qualifying problem attributable to the order.

Depending on the circumstances, we may provide return instructions, arrange an appropriate return solution, issue a replacement, or approve a refund.

5. Please Inspect Your Order After Delivery

We recommend checking your parcel and products reasonably soon after they arrive.

Keaiwllq™ products can include paper, wood, ceramic, resin, dried botanicals, and textiles. Because those materials have different characteristics, it is useful to distinguish a genuine product problem from the expected character of the material.

For example, natural wood may show differences in grain and tone. Dried flowers can vary in shape, position, and color. Handmade-style ceramic finishes may have subtle variations. Watercolor, paper, resin, or textile details may not appear mechanically identical across every individual piece.

These expected variations are not automatically defects when they are consistent with the product description and intended design.

However, natural variation does not excuse genuine damage, defects, incorrect products, missing components, or material differences from what was represented on the product page.

If something appears wrong, email service@keaiwllq.com with your order number and clear photographs or video where relevant. We will review the situation rather than automatically treating every visual difference as either a defect or normal variation.

6. Products That May Not Qualify for a Standard Return

Certain products or circumstances may be excluded from ordinary preference-based returns where permitted by applicable law.

These can include:

• Personalized or custom-made products produced specifically to the customer's requested specifications

• Products that have been used or materially altered after delivery

• Items damaged through misuse or improper handling after delivery

• Products returned without all reasonably applicable original components

• Gift cards, if offered

• Other products that cannot legally or reasonably be returned for the particular circumstances involved

Any product-specific return limitation that materially affects a purchase should be disclosed where appropriate rather than introduced unexpectedly after the order.

A sale or promotional price by itself does not automatically mean that an otherwise eligible product has no after-sales protection.

If a discounted product has a specific return restriction, that restriction should be clearly disclosed as applicable.

Nothing in this section removes rights that cannot lawfully be excluded.

7. Exchanges

We do not require customers to wait through an unnecessarily complicated exchange procedure.

If you would like another color, finish, style, or product, contact us first so we can determine the appropriate option for the original item.

Where a direct exchange is not operationally available, the usual approach is to:

1. Request a return for the original eligible item;

2. Follow the return instructions supplied by our customer-service team; and

3. Place a separate order for the preferred replacement product.

A replacement issued because the original item was damaged, defective, incorrect, or materially misdescribed is handled separately from a preference-based exchange.

Availability of a replacement product or style cannot be guaranteed until the applicable replacement or new order is processed.

8. Refund Review and Processing

Once an approved returned product reaches the designated return location, it will be reviewed according to the return conditions applicable to the request.

We will notify you of the outcome after the return has been received and inspected.

If the refund is approved, it will be issued to the original payment method.

Approved refunds are generally issued within 5–10 business days after the returned item has been received and inspected.

After we issue a refund, your bank, card issuer, PayPal, or other applicable payment provider may require additional time before the funds appear in your account. That additional posting period is determined by the financial institution or payment service and can vary.

If you have been informed that a refund was issued but it has not appeared after a reasonable period, first check with the applicable payment provider. You may also contact us at service@keaiwllq.com with your order number so we can review the available refund information.

Refunds are returned through the applicable original payment route rather than being sent to an unrelated account.

9. Orders Lost in Transit

A shipment that appears to be lost is handled as a delivery issue rather than forcing the customer to submit a standard preference-based return for an item that was never received.

If tracking has stopped updating for an extended period, the estimated delivery window has passed without a reasonable explanation, or the available shipping information suggests that the parcel may be lost, contact:

service@keaiwllq.com

Please provide your order number and tracking information if available.

We will review the shipment information and, where appropriate, investigate the delivery status with the relevant logistics provider.

When the available information supports that the shipment was lost in transit, we will work toward an appropriate resolution, which may include a replacement or refund depending on the circumstances.

A tracking status showing “Delivered” may be considered when reviewing a claim, but that status alone does not prevent you from contacting us if you genuinely cannot locate your parcel.

10. Order Changes and Cancellations

If you need to correct shipping information or request cancellation, contact service@keaiwllq.com as soon as possible.

For the best opportunity to make a change, submit your request within 12 hours after placing the order.

Because fulfillment may begin quickly, a cancellation or modification cannot be guaranteed once an order has progressed too far into processing or has already shipped.

We do not impose an arbitrary cancellation penalty simply because a customer asks whether an order can still be canceled.

If shipment has already occurred and cancellation is no longer possible, the applicable return options can be reviewed after delivery.

11. International Customers

Keaiwllq™ serves customers in multiple destinations, and consumer rights can vary depending on where a customer lives and where an order is delivered.

The 30-day return window described in this policy is our general store return policy for eligible products.

Customers may also have mandatory rights under the consumer-protection laws applicable to their purchase. Where applicable law provides rights that cannot be limited by this policy, those legal rights continue to apply.

For international returns, please contact us before shipping an item because the appropriate return location may differ from the location from which the original parcel was dispatched.

Do not independently send an international return to our company registration address.

12. A Fair Resolution for Genuine Order Problems

A return policy should explain more than how to send a parcel back. It should also explain what happens when the problem originated with the order itself.

For that reason, Keaiwllq™ distinguishes between a change-of-mind return and a product that arrived damaged, defective, incorrect, or materially different from its description.

We do not use a preference-return shipping rule to transfer the cost of our own verified fulfillment or product error to the customer.

Likewise, we do not treat the mere involvement of a shipping carrier as a reason to automatically decline a legitimate delivery concern.

Each request is reviewed using the order information and circumstances available to us.

Return & Refund Assistance

For a return request, refund question, damaged item, incorrect product, or another after-sales concern, contact:

Keaiwllq™ Customer Support
Email: service@keaiwllq.com
Phone: +86 18466203678
Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)

Please include your order number whenever the request concerns an existing purchase.

Keaiwllq™ is owned and operated by Shenzhen Kejingzhi Technology Co., Ltd.

Business Address:
Room 303, Block B, No. 4003 Longgang Avenue (Longgang Section)
Nanlian Community, Longgang Subdistrict
Longgang District, Shenzhen City

Important: This is our business address and should not be assumed to be the return warehouse. Please obtain return authorization and the appropriate return address from Customer Support before sending an item back.