1. Scope of Application
This Return & Refund Policy applies to products purchased through the Ketovy Official Flagship Store.
Due to the different nature of food products and certain frozen or ambient-temperature ready-to-eat products, return arrangements will be assessed on a case-by-case basis according to the product category, condition of the product and actual circumstances.
2. General Principles
For food safety and hygiene reasons, products that have been opened, consumed, defrosted, used, damaged, depleted or otherwise affected by the customer in a way that prevents resale will generally not be eligible for return or exchange.
Unless a product falls into one of the circumstances listed below, the order will generally be regarded as a completed transaction:
- The wrong product was delivered.
- The product was visibly damaged upon delivery.
- The product has a clear quality issue that can be verified through photographs or videos.
- The product materially differs from the main specifications stated on the website.
3. Application Period
If a customer discovers any of the circumstances listed above, the customer must contact our customer service team and submit an application within **7 days** after receiving the order.
The customer must provide the order number, name, description of the issue and relevant photographs or videos.
Applications submitted after the applicable period will be considered at Ketovy’s discretion. Ketovy reserves the right to make the final decision.
4. Required Information
When applying for a return or refund, please provide the following information:
- Order number.
- Name of the person who placed the order.
- Contact telephone number and email address.
- Product name and quantity.
- Description of the issue.
- Photographs or videos of the product.
- Photographs of the outer carton, packaging and product labels.
5. Circumstances Where Returns Are Not Accepted
Returns or refunds will generally not be accepted in the following circumstances:
- The application is submitted after the applicable application period.
- The product has been opened, used, consumed or defrosted.
- The application is made due to personal preference, taste dissatisfaction, an incorrect order, duplicate purchase or other reasons attributable to the customer.
- The product is a sale item, clearance item, complimentary item or free gift included in a promotional bundle.
- The product page clearly states that the product is not eligible for return or exchange.
6. Frozen and Ambient-Temperature Products
If an order contains both ambient-temperature products and frozen products, the order may need to be processed separately due to different delivery channels and fulfilment arrangements.
If additional logistics costs are incurred due to the customer’s request for separate delivery, a change of delivery address or any other personal reason, the relevant costs will generally be borne by the customer.
7. Refund Arrangements
If a refund application is approved, Ketovy will process the refund through the original payment method.
The time required to process a refund may vary depending on the payment method and the procedures of the relevant bank or payment service provider.
In general, the refund will be processed within a reasonable period after the refund has been confirmed.
8. Refund Amount
The refund amount will be based on the amount actually received by Ketovy.
If the order involved a promotion, discount, bundle price or free-delivery subsidy, the refund amount may be adjusted according to the circumstances of the order.
Delivery charges will generally not be refunded unless the return is confirmed to be caused by an issue for which Ketovy is responsible.
9. Delivery Charges
If a return is requested for a reason attributable to the customer, the return delivery charges and any applicable redelivery charges will generally be borne by the customer.
If the issue involves an incorrect product, delivery damage or a confirmed product quality issue for which Ketovy is responsible, the delivery charges will be handled on a case-by-case basis.
10. Final Decision
Ketovy reserves the right to make the final decision regarding any return or refund application.
In the event of a dispute, Ketovy may make a decision based on the order record, delivery record, photographs, videos and other reasonable evidence.
