Politique de remboursement

Last updated: September 22, 2026

Thank you for shopping at Kuelox Vibe Lab. We hope your new art supplies inspire you. This Policy explains our voluntary return program and how we handle damaged, defective, incorrect, or missing items. Nothing in this Policy limits any mandatory consumer right that applies in your country or region.

1. 30-Day Return Window

You may request a return within 30 days after receiving your order. Your request must be submitted within that period.

Our voluntary 30-day return program is separate from any non-waivable statutory right you may have. For example, consumers in certain jurisdictions, including the EEA and United Kingdom, may have a legal right to withdraw from an eligible distance purchase within 14 days after delivery and to handle an item only as reasonably necessary to inspect it.

2. Eligibility for Change-of-Mind Returns

For a return requested under our voluntary 30-day program because you changed your mind, ordered the wrong item, or selected the wrong product or variation, the item must:

• Be in the same condition in which it was received;
• Be unopened, unused, and untested;
• Be in its original packaging; and
• Include all original tags, accessories, protective materials, seals, and shrink wrap, where applicable, together with proof of purchase.

Opened, used, tested, altered, or customer-damaged items are not eligible under our voluntary change-of-mind program.

Where mandatory consumer law grants a right to inspect or handle a product before returning it, these restrictions apply only to the extent permitted by that law. These conditions do not limit rights concerning damaged, defective, incorrect, or nonconforming goods.

3. Return Shipping and Fees

Change-of-mind returns

For an eligible change-of-mind return, you are responsible for arranging and paying return shipping to our approved return address in China. The cost depends on the carrier, service, parcel size, weight, and country of origin. Customer-paid return shipping costs are non-refundable, except where applicable law requires otherwise.

Returns caused by our error

If an item arrives damaged or defective, does not conform to the order, or if we send the wrong item, we will bear the reasonable return shipping cost where a return is required. Depending on the circumstances and applicable law, we may provide a replacement, refund, or another appropriate remedy.

We do not charge restocking, return-handling, or refund-processing fees.

4. How to Request a Return

Before sending an item, email kueloxvibelab@gmail.com and include:

• Your order number;
• The item you want to return;
• The reason for the request; and
• Clear photographs of the item and packaging if it is damaged, defective, incorrect, or incomplete.

If the return is approved, we will provide return instructions and confirm the return address. Please do not send a parcel before receiving instructions, because unauthorized parcels may be delayed, refused by the carrier, or sent to the wrong facility. This procedure does not limit a statutory right that can be exercised by clear notice under applicable law.

5. Return Address

Approved returns are generally sent to:

Kuelox Vibe Lab
2nd Floor, Quanda Company Compound
No. 256 Zijing Road, Xiangzhou District
Zhuhai City, Guangdong Province 519099
China

Do not ship a return until we confirm the applicable instructions. You are responsible for using adequate packaging. For customer-paid returns, we recommend a trackable service and retaining the shipping receipt until the return is completed.

6. Damaged, Defective, Incorrect, or Missing Items

Inspect your order after delivery and contact us promptly if:

• An item arrived damaged;
• An item is defective or does not conform to its description;
• You received an incorrect item; or
• An item is missing.

Where possible, notify us within 7 days after delivery so we can investigate quickly. Failure to contact us within 7 days does not remove any longer statutory right that applies to defective, damaged, incorrect, or nonconforming goods.

Include your order number and clear photographs of the item, packaging, shipping label, and issue. Do not discard the product or packaging until we confirm whether they are needed for the carrier investigation.

7. Cancellations

Contact us as soon as possible if you need to cancel or change an order. We will try to assist, but cancellation or modification cannot be guaranteed after fulfillment begins. If an order has already shipped, the applicable return procedure must be followed.

8. Exchanges

We do not currently offer direct exchanges because of international shipping times. For an eligible change-of-mind request, return the original item and place a new order separately. For damaged, defective, incorrect, or nonconforming items, contact us so we can determine the appropriate remedy.

9. Inspection and Refunds

We will notify you after receiving and inspecting a return. A refund under our voluntary return program may be declined if the item does not meet the eligibility requirements in this Policy.

If approved, the refund will be issued to the original payment method within 10 business days after approval, and in any event within the period required by applicable law. Your bank, card issuer, or payment provider may require additional time to post the refund.

Where applicable law requires a refund within a different period, provides a right of withdrawal, or allows us to withhold reimbursement only until we receive the goods or evidence of return, we will follow that law.

Because standard outbound shipping is free or included in the applicable order price, there is normally no separate standard outbound shipping charge to refund. Any optional expedited shipping charge is non-refundable except where required by law.

10. Refused and Undeliverable Parcels

If a parcel is returned because the customer refused delivery or provided an incorrect or incomplete address, we will contact the customer after the parcel is received. Any refund or reshipment will be handled based on the circumstances, actual carrier charges, and applicable law. This section does not apply where refusal was reasonably caused by our error, damage, or an unexpected duty or tax charge that we were responsible for paying.

11. Contact Us

For return or refund questions, contact:

Kuelox Vibe Lab
Email: kueloxvibelab@gmail.com
Phone: +86 13532244033