Returns & Exchanges
RETURNS POLICY OF KEF.COM ORDER
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 by any secure means of your choice.
KEF Service Centre (KEF.COM)
Unit 5B, 2/F, Hong Kong Worsted Mills Industrial Building, 31-39 Wo Tong Tsui Street, Kwai Chung, N.T. Hong Kong
Phone: 2410 8188
Opening hour : Monday to Friday, 9am to 5pm (except public holiday)
- 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.
RETURNS OF UNDELIVERABLE ITEMS
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.
RECEIVED AN INCORRECT / MISSING / DEFECTIVE PRODUCT
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 firstname.lastname@example.org with the following information for troubleshooting:
- Your order number.
- The matter of the issue e.g. incorrect, missing or defective item.
- Pictures, if applicable.
- 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.
HAVE ANY QUESTIONS? CONTACT US
Send us an email at email@example.com 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.