Refund and Return Policy For KPTIX

Welcome to our global e-commerce platform for thermal imaging sights. We are committed to ensuring your satisfaction with your purchases. This Refund and Return Policy outlines the conditions and procedures for returns, refunds, and exchanges to provide you with a seamless shopping experience. This policy applies in conjunction with our Logistics Policy and Terms of Service. Please read it carefully.

1. Scope

This policy applies to all thermal imaging sights and accessories purchased through our website, mobile applications, or related services. Due to the specialized nature of thermal imaging sights (e.g., subject to export control regulations), returns and refunds are subject to strict procedures to ensure compliance with China’s Export Control Law, international regulations (e.g., Wassenaar Arrangement), and the laws of your country/region.

2. Return Conditions

You may request a return or refund under the following circumstances:

2.1 Damaged or Defective Products

  • If the product you receive is damaged during shipping or has manufacturing defects, please contact us within 7 days of receipt.
  • You must provide evidence of the damage or defect, such as photos or videos, along with a description of the issue.
  • We will arrange a free replacement or full refund (including return shipping costs), depending on your preference and inventory availability.

2.2 Incorrect Orders

  • If you receive a product that does not match your order (e.g., wrong model or specification), please notify us within 7 days of receipt.
  • We will arrange a free replacement with the correct product or provide a full refund, with return shipping costs covered by us.

2.3 Change of Mind (Non-Quality Issues)

  • If you wish to return a product due to a change of mind or other non-quality-related reasons, you must initiate the return request within 14 days of receipt.
  • Returned products must be unused, undamaged, and in their original packaging with all accessories (e.g., manuals, components) to be eligible for resale.
  • Change-of-mind returns are subject to a 15% restocking fee, and you are responsible for return shipping costs.

2.4 Non-Returnable Situations

Returns or refunds will not be accepted in the following cases:

  • Products damaged due to improper use, accidental damage, or unauthorized modifications.
  • Requests made after the specified return period (7 days for damaged/incorrect orders, 14 days for change-of-mind returns).
  • Products not in their original packaging or not in resalable condition.
  • Returns that may violate export control regulations or other legal restrictions.

3. Return Process

To ensure a smooth return process, please follow these steps:

  1. Contact Customer Service: Reach out to us at [email protected] , stating the reason for the return and providing your order number.
  2. Obtain Return Merchandise Authorization (RMA): We will review your request and issue a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted.
  3. Package and Ship: Use the original packaging or appropriate protective packaging to return the product to our designated address. Include the RMA number and order details in the package.
  4. Inspection and Processing: Upon receiving the return, we will inspect the product’s condition within 5–7 business days to confirm eligibility. Eligible returns will be processed for a refund or replacement based on your preference.

4. Refund Processing

  • Refund Amount:
    • For damaged or incorrect orders, the refund includes the product price and original shipping costs (if applicable).
    • For change-of-mind returns, the refund will be reduced by a 15% restocking fee, and original or return shipping costs are not included.
  • Refund Method: Refunds will be issued to the original payment method (e.g., credit card, PayPal, or bank transfer). If the original payment method is unavailable, we will coordinate an alternative refund method with you.
  • Processing Time: Refunds are typically processed within 5–10 business days after we receive and inspect the return. The time for the refund to appear in your account may vary depending on the payment provider or bank.

5. Exchanges

  • If you wish to exchange a product (e.g., for damaged or incorrect orders), please indicate this during the return process. We will arrange a replacement of the same or equivalent product based on inventory availability.
  • Shipping costs for exchanges are covered by us for damaged or incorrect orders. For change-of-mind exchanges, you are responsible for both return and reshipping costs.

6. Export Control and Compliance

Due to export control regulations governing thermal imaging sights under China’s Export Control Law and international agreements (e.g., Wassenaar Arrangement), returns may require additional compliance checks:

  • You must ensure returned products have not been used in violation of export control regulations.
  • We may require end-user statements or other documentation to verify the legality of the return.
  • Returns involving restricted countries or entities may be refused to ensure legal compliance.

7. Special Notes for International Customers

  • Customs and Import Fees: When returning products, you are responsible for any export/import duties or taxes that may apply. We recommend consulting your local customs authority to understand return-related fees and requirements.
  • International Shipping: International returns may take longer due to extended shipping times. We will provide tracking information to help you monitor the return process.

8. Bulk and Commercial Orders

For bulk orders by distributors, retailers, or institutional buyers:

  • Returns and refunds are subject to the same conditions as individual orders but may require additional compliance documentation (e.g., commercial invoices or export licenses).
  • Please contact our sales team at [email protected] to coordinate return arrangements for bulk orders.

9. Contact Us

For any questions regarding refunds or returns, please contact our customer service team:

  • Email: [email protected]
  • Phone: +852-4627-5741 (Monday–Friday, 9:00 AM–5:00 PM, China Standard Time)
  • Live Chat: Available on our website during business hours

10. Policy Updates

This Refund and Return Policy may be updated due to changes in laws, regulations, or business needs. The latest version will always be available on our website, and significant changes will be communicated via email or website notifications.

Thank you for choosing us as your trusted provider of thermal imaging sights. We are committed to providing a transparent and fair return and refund experience.