Buyer Protection Program

• Shop Confidently and safely with Buyer Protection Program.
• Get a refund if your item doesn’t arrive, arrived damaged, or isn’t as described within the protection period.

What’s eligible for Buyer Protection Program？

There are some exceptions where the Buyer Protection Program does not apply to certain types of items:
• personalized items and custom-made items
• fragile or perishables items (e.g. food, dairy & eggs and flowers)
• items which are not suitable for return for reasons of hygiene or health protection (e.g. underwear, lotion, toothpaste)
• you have destroyed or damaged the items (e.g. items without package, price tags, safety seals and/or labels), except for the damages to the package for checking the contents of the items
• the value of the items has substantially decreased due to your use or partial consumption (e.g. used items)
• the value of the items has substantially decreased due to passage of time and those items could not be resold
• you have damaged the package of copiable items (e.g. unwrapped CDs, DVDs and computer software)

•Your order doesn’t match the item descriptions or photos or arrived damaged /shortage

•Your item didn’t arrive or was lost in transit within the guaranteed delivery window in order detailed page

File a Return/ Refund Request

• Select the item(s) you would like to return/refund via “www.kdiezsmart.com>my-account>orders>cancel request “. Please share your reason for return to help us serve you better next time, upload related information when needed and click “Submit” (If the return is made due to change of mind, you shall pay for related return shipping fee)

Get Refunded

• If your order is eligible for Buyer Protection Program, you’ll be refunded for your item(s). You may choose to receive the refund to  your original payment method or manual refund account. You will receive a confirmation when the refund is done.

Free Return

• For items with “Free Return” label, you can return the products within 15 calendar days from receiving the item(s) in an eligible delivery location, without any reason or justification if the item is in unused and undamaged condition with original packaging and all safety seals and labels are retained and not damaged.

• For Bulk Orders and Overseas Territories Orders, before you place the order, please contact with our customer service to confirm if you are entitled to “Free Return service”.
  * Large Orders refer to the parcels exceeding one of the following standards:
  – Longest side: 120 CM
  – Total of length, width and height: 210 CM
  – Weight: 30 KG
  * Overseas Territories Orders refer to the orders with addresses in the territories of Spain, the postal code of which starts with 35, 38, 51 or 52.

• Return package services are currently suspended for the following areas and territories:
  – Ukraine: regions of Luhansk, Donetsk, Zaporozha, Kherson.
  – United States : military zip code starts with 090-099, 962-966 and 340, PR zip code starts with 006-009, HI zip code begins with 967-969.

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Service Scope

• Most of items are eligible for free returns if you’re not satisfied, except:
  1. Items that are worn, washed, damaged, with tags, packaging or hygiene sticker removed or in an incomplete set.
  2. Fresh & Frozen Food, Dairy & Eggs, Live plants and etc.
  3. Underwear, Panties , Adult Products and etc.
  4. Tickets, Vouchers & Services, Virtual products and etc.
  5. Free gifts
  6. Customized products

• For your each return request, we will provide you with one pre-paid return label. However, in total, you are only entitled to receive a maximum of  three pre-paid return labels per month.

• If you initiate multiple return requests under the same order, you may receive several pre-paid return labels (up to three) or still only receive one pre-paid return label, which shall be subject to the system. If only one pre-paid return label is offered to you for your several requests, please return all returned items in one parcel, otherwise, if you send part of returned items with the pre-paid return label, although you can still return other items under the same order within the time limit, we regret that you may need to pay additional shipping fees for the return of other items.

Refunds

• You will be fully refunded as soon as the quality control has been completed at the warehouse and the returned items meet the conditions of refund.

• You can always go to your request detail page to keep updated about return progress. After requests finished with full refund, your financial institution may take longer to reflect the transaction.

• If you didn’t receive your refund, then contact your credit card company, it may take some time before your refund is officially posted.

• Next contact your bank. There is often some processing time before a refund is posted.

• If you’ve done all of this and you still have not received your refund yet, please contact us at here.

Cancellation of Orders

You may apply for cancellation of your order at any time once you have successfully paid and until the seller makes the shipment. You may also apply for cancellation of your order to the extent permissible by applicable laws and regulations. To cancel your order, please follow these steps at here.

Exchanges and Replacements

For the requirements and procedures for exchanging an item, please contact us at here.

Complaints

For the matters relating to complaints, you may seek the online support at here.

Warranty period and any other material matters relating to the items

It various by different manufactures. Please contact us at here before you place your order.