At KUNHIVE, we recognize the intricacies of managing an eCommerce enterprise. Therefore, we provide a comprehensive refund and reshipment policy to streamline your experience. Regardless of the supplier, users can rely on KUNHIVE's dedicated support to handle all refund and reshipment inquiries efficiently.
This policy serves as a guideline for drop-shippers collaborating with www.kunhive.com.
Please be informed that we are unable to facilitate refunds, returns, or replacements based on customer preferences or personal errors, including incorrect color/size/model selection.
In the event of any of the following issues, KUNHIVE offers a 7-day after-sales service period following parcel receipt:
Loss of Products
KUNHIVE will issue a refund corresponding to the missing or incorrect product, provided the seller has already refunded the end customer. Evidence of customer refund is necessary before KUNHIVE can process a refund. Alternatively, a reshipment can be requested, which KUNHIVE will arrange for free under these circumstances.
Notes: If KUNHIVE can furnish proof of receipt, KUNHIVE assumes no responsibility for the post-purchase service of the package.
Delivery Failure
If a parcel, signed for or delivered, remains unclaimed by the recipient or if the tracking information indicates issues such as incorrect or insufficient address details, unknown recipient, or absence of essential contact information (e.g., phone number or door number), it will be returned to the local processing centre. Within 7 days of the delivery date, KUNHIVE can arrange a redelivery attempt upon request, for USD 15 per parcel. Customers must confirm with their dedicated sales manager whether their chosen shipping method allows for resending. Updated contact information or a revised receiver's address is mandatory (the new address must be within the same country). Failure of the second delivery attempt will result in the closure of the order. After the 7 days, aftersales service eligibility expires, and the parcel will be disposed of by default.
Clarification on Mismatched Delivery Addresses
When products are procured and shipped through KUNHIVE, deliveries are directed straight to end consumers. Sellers cannot dispute payments or request refunds on the grounds of non-receipt of items themselves. The address provided by the seller during the payment process may differ from the one recorded in the KUNHIVE system (the end consumer's address), with the latter always being deemed authoritative.
To amend the delivery address, the end customer must do so before the sellers complete the payment. Once payment is made, address changes are not permitted, and after-sales service requests cannot be accommodated.
If a seller can furnish definitive evidence that the designated end customer did not receive the order, they may approach KUNHIVE for a refund or order replacement. (KUNHIVE will not deal with the refund or resend if the tracking information shows the order has been delivered.)
Damaged or Defective Products
If customers receive damaged or defective products, KUNHIVE will issue a full refund (product cost + shipping cost) or arrange a reshipment within 7 days of delivery. The only requirement is evidence of the damaged or defective product (photo or video, shipping slip, and barcode), which can be submitted to the dedicated support channel. For incorrect products, KUNHIVE offers a full refund or replacement.
Scratches and dents are excluded from the damage policy. For parts missing which doesn’t affect product function, KUNHIVE may refund partially or resend the missing part; for parts missing which affect product function, KUNHIVE will resend the product only. For accessories, KUNHIVE will resend the accessories. For delicate items such as glass or ceramic products, KUNHIVE does not offer after-sales assistance. For items requiring additional packaging, sellers are advised to contact their account manager to discuss packaging optimization details and associated costs.
Refund Policy for Customized Products
Due to the inherent costs of sourcing specific materials and unique moulding expenses for customized products, all orders for custom-made products are non-refundable once payment has been processed, irrespective of the reason. KUNHIVE will not entertain any refund requests or bear costs associated with customized products. However, in case of clear quality issues with the custom-made item, buyers are entitled to request a remake.
Force Majeure
KUNHIVE holds no liability for shipment delays or issues arising from force majeure events such as natural disasters, strikes, or outbreaks of war.
Extended Shipping Duration
During peak seasons and holidays (September to February of the following year), orders shipped using KUNHIVE-branded services (e.g., KUNXXX) exceeding 35 business days in transit will qualify for a refund or reshipment. Unbranded shipping options are not eligible for after-sales assistance.
Remote Addresses and PO Boxes
Aftersales service is not applicable for deliveries to remote areas or PO boxes, as we cannot ensure delivery success rate and timeliness.
Notes: The classification of remote areas will adhere to the regions listed on the official website of the terminal logistics service provider.
In instances where the customer refuses the parcel or under conditions not specified above, we reserve the right to withhold after-sales services.
KUNHIVE Refund and Reshipment Procedures
Refund Process
Upon receipt of your refund request, processing typically takes approximately 7 business days. Refunds will be issued through the original payment method, with the timeframe for funds to reflect in the seller's balance varying based on the payment provider. KUNHIVE does not bear responsibility for transactions or handling fees levied by your payment service provider.
Reshipment Process
Once KUNHIVE approves the reshipment request, procurement and processing commence within 3 business days. KUNHIVE will determine the shipping method, which may differ from the original selection, and furnish an updated tracking code to the seller.