Politique de remboursement

Last updated: November 5, 2026

This policy applies to purchases made directly from this KEMOVE website, operated by Hongbo Development (Hong Kong) Co., Limited. Mandatory consumer rights apply in addition to the voluntary policy below.

Requesting a return

Email customer@kemove.com with your order details and the reason for your request. For a fault, damage or an incorrect item, include photos or a short video where useful. We will explain the next steps and provide the appropriate return address. Do not send goods to our business address or the address on the original shipping label without checking the return instructions. A statutory cancellation does not depend on receiving our approval.

30 day voluntary returns

You may request a change-of-mind return within 30 calendar days of delivery. Normal unboxing and reasonable inspection are allowed. Return the product without obvious signs of use or damage, together with all supplied accessories and its original packaging. Goods with obvious wear, damage or missing items fall outside this voluntary policy. These conditions do not restrict any separate statutory return or cancellation rights.

Return costs

For a non-quality return, you pay the return shipping cost. We do not charge an additional restocking fee. Original delivery charges are normally not refundable under this voluntary policy, except where applicable law requires a refund. Statutory cancellation rules, including any required refund of standard delivery charges, take priority.

Faulty damaged or incorrect items

Contact us promptly if an item arrives damaged, is incorrect or develops a covered fault. For a confirmed quality issue within the applicable warranty period, an incorrect item or transit damage, KEMOVE covers the necessary return or replacement shipping costs. Contact support before booking a shipment so that the method and costs can be agreed. This arrangement does not limit any mandatory rights or remedies.

Refund timing

After receiving returned goods, we normally complete the inspection and initiate an eligible refund within 3 to 6 business days. If no return is required, this period starts when the refund is confirmed. We will notify you of the outcome. Refunds are issued to the original payment method; the bank or payment provider may need additional time to post the funds. Any earlier deadline required by law takes priority over this usual processing target.

Order changes and cancellations

Contact us as soon as possible to request a change or cancellation. We will check whether the order can still be stopped before dispatch. If it has already shipped or cannot be stopped, the applicable return process and statutory cancellation rights remain available. See the following consumer-rights supplement for EU and UK distance purchases.

Statutory consumer rights

This supplement forms part of Returns and Refunds. It explains key EU and UK distance-purchase rights. The voluntary 30-day return conditions and one-year commercial warranty do not replace mandatory local protection.

EU distance purchases

For eligible online purchases, notify us that you wish to withdraw within 14 days after delivery. Send the goods back within 14 days after notifying us. Email a clear statement to customer@kemove.com; you do not need to give a reason. Ask support for the appropriate return address without delaying your notice.

We will reimburse eligible payments, including the cost of our standard delivery option, without undue delay and within 14 days after your withdrawal notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or evidence that you sent them back, whichever happens first. Any extra cost of an upgraded delivery option need not be reimbursed.

UK distance purchases

For eligible online purchases, tell us within 14 days after delivery that you wish to cancel, then send the goods back within 14 days after your notice. Where we have not offered to collect them, we will reimburse eligible payments without undue delay and within 14 days after receiving the goods or evidence that you sent them back, whichever happens first. Any applicable earlier deadline takes priority.

Inspection costs and faulty goods

For eligible statutory cancellations, you may inspect goods as you would in a shop. Original packaging is not a blanket condition for exercising a statutory right. You normally pay the direct cost of a change-of-mind return if we informed you before purchase, unless we agree otherwise or law requires otherwise. We refund standard outbound delivery where required; an express-delivery surcharge need not be refunded. Any reduction for handling beyond necessary inspection must be permitted by law and reflect the actual loss in value, rather than a fixed restocking charge.

These cancellation rules are separate from your rights concerning faulty or misdescribed goods. In the EU, the legal guarantee is at least two years and may be longer under national law. Our one-year commercial warranty does not shorten that protection. Other mandatory local consumer rights also continue to apply.

Optional cancellation notice

You can send a clear email rather than using this wording. For example: I wish to cancel my purchase of the following goods. Order number and goods: ____ Order date: ____ Delivery date: ____ Customer name: ____ Customer address: ____ Date of notice: ____. Send the notice to customer@kemove.com.