Our Promise: * ✓ 30-day hassle-free returns
✓ Quality guarantee - defective items replaced free
✓ Responsive support (24h response time)
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To ensure a smooth experience, here is what you can expect during the return process:
Return Request Response: Within 2 business days.
Return Instructions & Address Provided: Within 24 hours of request approval.
Return Inspection: Within 3 business days after our facility receives your package.
Refund Processing: Within 10 business days after your return is inspected and approved.
To be eligible for a return, your item must be in the same condition that you received it: unused, unassembled, free from scratches or signs of wear, and in its original packaging with all included accessories and manuals. You’ll also need the receipt or proof of purchase.
To start a return, you must contact us at support@konsoe.com.
IMPORTANT: Our only authorized return facility is located in Wenzhou, China. The exact return address and detailed instructions will be provided once your return request is accepted. Please DO NOT send items to our registered business address in Wyoming, USA. Items sent to unauthorized addresses (including our registration office) will not be accepted and cannot be processed for a refund.
Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at support@konsoe.com.
For general returns or exchanges (e.g., change of mind), you will be responsible for paying your own shipping costs for returning your item to our facility in Wenzhou, China.
Please be aware that international return shipping can be costly (typically $30-$60 USD depending on the carrier), and original shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for lost or damaged return packages or those held by customs.
Please inspect your order upon reception. If the item is defective, damaged, or if you received the wrong item, please contact us immediately at support@konsoe.com.
You do not need to return the damaged or defective item to us. Simply provide clear photos or a short video showing the issue in your email. Once we evaluate and verify the problem, we will make it right by offering you a free replacement or a full refund, depending on your preference.
Certain types of items cannot be returned:
Items that have been assembled, modified, or show obvious signs of use.
Custom products (such as special orders or personalized items).
Gift cards.
Final sale items.
The fastest way to ensure you get what you want is to return the item you have (at your own international shipping cost), and once the return is accepted, make a separate purchase for the new item.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@konsoe.com.
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