Refund policy

Last updated: October 27, 2026

We want you to feel comfortable shopping with KEAIART. If something is not right with your order, please contact support@keaiart.com so we can help.

This policy applies to purchases made directly from keaiart.com, operated by KEAIART LIMITED. For purchases made through another retailer or marketplace, please contact the seller that processed your order.

1. Our 45-Day Return Policy

If you change your mind about a purchase, contact us within 45 calendar days after you receive the item to request a return. This is the deadline for contacting us, rather than the deadline for the returned parcel to reach us.

Under our voluntary change-of-mind return policy, items must be unused, unwashed, and in their original condition, with their original packaging and any included accessories, tags, manuals, or other contents.

These conditions apply to our voluntary return offer. They do not restrict your statutory rights to inspect goods, cancel an eligible distance purchase, or obtain a remedy for a faulty or incorrectly supplied product.

2. How to Request a Return

1. Email support@keaiart.com with your order number, the email address used at checkout, and the item you would like to return.
2. Let us know whether you have changed your mind or there is a problem with the product. A brief explanation helps us provide the right instructions; no reason is required when exercising an applicable statutory right of withdrawal.
3. We will review your request and provide the appropriate return address and instructions, or confirm that no return is needed.
4. If a return is required, pack the item securely and retain your proof of postage. We recommend a tracked shipping service.

Please do not send returns to the address printed on your parcel or to our company address without confirming the return destination with us. The correct return location may differ from the dispatch or company address.

Contacting us for instructions helps avoid routing delays. Our internal approval process does not determine whether you can exercise a statutory cancellation right.

3. Defective, Damaged, or Incorrect Items

Please check your order after delivery and contact us promptly if an item is defective, damaged in transit, incorrect, or missing. Include your order number and a description of the problem. Photographs of the item and packaging can help us resolve the issue more quickly.

We may request reasonable supporting information. If photographs or video cannot show the issue, please let us know so we can discuss another way to assess it.

Once a product defect is confirmed, we will provide a full refund for the affected item without requiring you to return it. You do not need to pay return shipping for a confirmed defective item.

For transit damage, incorrect items, or missing items, we will arrange an appropriate resolution, such as a refund or a replacement agreed with you. If we require an incorrectly supplied or transit-damaged item to be returned, we will arrange or cover the necessary reasonable return shipping costs.

Our 45-day change-of-mind period does not limit any longer statutory rights concerning faulty goods. You do not lose those rights simply because a fault becomes apparent later.

4. Return Shipping and Other Costs

• Change-of-mind returns: you are responsible for the direct cost of returning the item, except where applicable law requires otherwise. The cost depends on the return destination and the carrier. Contact us before booking return shipping.
• Problems with the product or our fulfilment: you will not be asked to bear necessary reasonable return shipping costs for confirmed defects, transit damage, or incorrectly supplied items.
• Restocking fees: we do not charge a restocking fee.
• Orders with free shipping: we do not deduct our original outbound shipping cost from an eligible item refund.

For voluntary change-of-mind returns, any separately paid original delivery charge is non-refundable unless otherwise required by law. Different rules apply to statutory cancellations, as explained below.

Import duties or fees paid directly to customs authorities or carriers are not payments collected by KEAIART. Any available recovery may need to be requested from the relevant authority or carrier. This does not limit any reimbursement obligation we have under applicable law.

5. Exceptions to Change-of-Mind Returns

Our voluntary change-of-mind return offer does not cover:

• Products made to your specifications or clearly personalised for you.
• Items that have been used, washed, altered, or damaged through misuse after delivery.
• Items that do not meet the condition requirements of our voluntary return offer.

These exceptions do not exclude remedies for a manufacturing defect, an incorrect item, or another issue for which we are responsible. Personalised products remain covered by applicable rights relating to faulty or misdescribed goods.

6. Refund Processing

For returns under our voluntary policy, we will inspect the returned item and issue an eligible refund within 5 business days after receiving it. If there is a problem with the return, we will explain it and discuss the next steps with you.

If no return is required, we will issue the refund within 5 business days after confirming the refund arrangement. Any shorter deadline required by applicable law takes priority.

Refunds are sent to the original payment method. The item refund reflects the amount actually paid after discounts, together with any taxes or other charges that must be refunded. We will email you when the refund has been issued.

Your bank or payment provider may need additional time to display the credit. That timing depends on the provider and is separate from our refund processing time. If the refund does not appear within your provider’s stated timeframe, contact the provider and email us so we can help trace the payment.

In this policy, calendar days include weekends and holidays. Business days mean Monday to Friday, excluding Hong Kong public holidays.

7. Exchanges

If you would prefer a different item, contact us to discuss availability and the return arrangements. We will confirm whether a direct exchange is possible or whether the original item should be returned for a refund and a new order placed. Replacement stock cannot be guaranteed until confirmed.

8. Order Changes and Cancellations

Please email us as soon as possible if you need to change or cancel an order. Include your order number and the requested change.

Once an order has been packed or dispatched, we may be unable to stop the shipment or change its contents or address. We will explain the available options, including any applicable return process.

An inability to stop a shipment does not remove a statutory cancellation right. Where an order is cancelled in full before dispatch and a refund is due, we will refund the payment collected for that order.

9. Delayed or Missing Deliveries

If your parcel has not arrived or tracking shows delivery but you cannot locate it, contact us with your order number. We will help investigate with the carrier and provide an appropriate resolution based on the circumstances and your legal rights.

Please see our Shipping Policy for delivery estimates and tracking information. A delivery issue does not require you to return an item you have not received.

10. Statutory Cancellation and Consumer Rights

Our voluntary 45-day return offer is additional to your rights under applicable consumer law. Nothing in this policy excludes or limits rights that cannot legally be excluded or limited.

EU and UK consumers: where the statutory distance-selling right of withdrawal applies, you generally have 14 calendar days after delivery to notify us that you wish to cancel, without giving a reason. You then generally have a further 14 days to send the goods back. Legal exceptions apply, including for goods made to your specifications or clearly personalised.

You can exercise this right by emailing a clear cancellation statement to support@keaiart.com. Please identify the order and the goods concerned. You do not need to wait for our approval to notify us of cancellation.

For an eligible statutory cancellation, we will reimburse payments as required by law, including the cost of our least expensive standard delivery option where applicable. Extra charges for a more expensive delivery option you selected need not be refunded.

Reimbursement will be made without undue delay and within 14 calendar days after notification of cancellation. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence that you have sent them back, whichever occurs first.

You may inspect goods as you would reasonably do in a shop. Where legally permitted, a deduction may apply for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning. Original packaging is not an absolute condition for exercising a statutory cancellation right.

You bear the direct return cost for a statutory change-of-mind cancellation only where we have informed you of this before purchase and the law permits it. Mandatory local rules take priority over any conflicting provision of this policy.

11. Contact Us

For return requests, refunds, or help with your order:

KEAIART LIMITED
Email: support@keaiart.com
Company address: Room 26, 2/F, No. 118 Wai Yip Street
Kwun Tong, Kowloon, Hong Kong

The address above is our company contact address. Please contact us for the correct return destination before sending any goods.