Returns & Exchanges

If you wish to return any product purchased from the KEF.COM Online Store, send us an email at for assistance. Or submit your request at the bottom of this page.



All returns (including exchanges) must be made within 7 days of receipt. As a condition of eligible returns, all returned products must be unused and please ensure the original packaging, warranty card, gifts and all other accessories are included and are undamaged.

After your returns request has been authorised, you will then receive an email with your RMA number. Please quote the RMA number in the original packing slip and arrange for delivery of the returns to KEF Hong Kong Service Centre in person or by any secure means of your choice.

Returns Address:

KEF Customer Service (Wanchai)
Room 02, 16/F, Chinachem Johnston Plaza, 178 -188 Johnston Road, Wan Chai, Hong Kong
Service Hour:
Mon- Fri: 10:00am - 7:00pm
Sat: 9:00am - 1:00pm
Closed on Sundays and Public Holidays

KEF Customer Service (Mongkok)
Room 01, 21/F, Omega Plaza, 32-34A Dundas Street, Mongkok, Kowloon, Hong Kong
Service Hour:
Mon- Fri: 10:00am - 7:00pm
Sat: 9:00am- 1:00pm
Closed on Sundays and Public Holidays

KEF Customer Service (Tsing Yi)
Flat 15C, Gateway TS, 8 Cheung Fai Road, Tsing Yi, Hong Kong
Service Hour:
Mon- Fri: 9:00am - 1:00pm; 2:00pm - 6:00pm
(Lunch Hour: 1:00pm - 2:00pm)
Closed on Saturdays, Sundays and Public Holidays

  • KEF.COM does not accept C.O.D. deliveries.
  • KEF.COM will not be responsible for any product(s) that have not been properly identified and authorised for return in accordance with KEF.COM's returns policy.
  • KEF.COM reserves the right to reject returns sent, or that have been communicated to us beyond the returns period limit, or items which are not in the same condition in which they were originally received.



When we receive orders returned to us with incorrect address details, failed delivery attempts or refused by recipient, we will contact the customer to clarify delivery information or reasons for refusal. Depending on the situation, we may issue a refund or arrange re-delivery. A restocking/handling fee (15% of the original invoice price) will be deducted from the refund/charged before re-delivery.



KEF stands behind all of its products. We do our best to ensure that all products are of a high quality and the correct orders are delivered before they leave the warehouse. In the unlikely event that your item has a defect or has been delivered wrongly, please send us an email at with the following information for troubleshooting:

  1. Your order number.
  2. The matter of the issue e.g. incorrect, missing or defective item.
  3. Pictures, if applicable.
  4. Your contact number and name for following up.



Your returned items are usually received and accepted at our warehouse 3 - 5 working days after they are received at the KEF Service Centre. After an inspection of the items, the refund would be credited to the original payment method or as a KEF.COM Online Store credit to your KEF.COM account.

A restocking/handling fee (15% of the original invoice price) will be deducted from the refund. KEF will pay for the return shipping only if the return is a result of our error.

The refund duration might take up to 28 working days to show on your account due to varying processing times between payment providers. 



Do note that exchanges are only available for colour (subject to stock availability). Currently, we are not able to process an exchange for another product of a different model altogether. If you would like to make an exchange, simply follow the above Returns Policy and indicate your exchange option (colour) at "My Account", "Return this Order" found under "My Orders".

Pack the product you wish to exchange in the original KEF packaging and return the product to KEF Hong Kong Service Centre.

Once we receive your returned product, we will proceed with the exchange and re-send you the product as quickly as possible. It may take up to 7 working days for you to receive the exchanged product.

Please note that if the exchanged item you have requested for is out of stock, the refund (subject to the restocking/handling fee) will be made via your original payment method or KEF.COM Online Store credit. 



Send us an email at for any and all queries about your KEF products and shopping experience at KEF.COM, we will respond within 2 working days of receiving the enquiry.

Return Request

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