At KH Trendy Shop, we are committed to providing quality products and responsive customer service. If you are not satisfied with your purchase, please review the policy below to understand when cancellations, returns, exchanges, refunds, replacements, and shipping-related claims are accepted.

If you need help with any issue not covered below, please contact us at khtrendyshop@gmail.com with:

• your order number
• a description of the issue
• clear photos or videos where applicable

1. Order Cancellation Policy

1.1 Cancellation before payment

If your order has not been paid, you may cancel it directly in your account by:

1. Logging into My Account
2. Clicking My Orders
3. Selecting the relevant order number
4. Clicking Delete this order

1.2 Cancellation after payment

Orders cancelled before processing or shipment are eligible for a full refund, except for custom, made-to-order, pre-order, personalized, or special-order items.

Once an order has been processed, packed, prepared for dispatch, or shipped, it can no longer be cancelled.

We cannot guarantee any request to cancel or modify an order once production, procurement, or fulfillment has begun.

1.3 Non-cancellable orders

The following orders cannot be cancelled once payment has been made and processing has begun:

• custom or specialty products;
• made-to-order items;
• pre-order inventory items;
• personalized products;

2. Return Eligibility

2.1 General return conditions

If you wish to return or exchange a product, it must be:

• unused;
• undamaged;
• unwashed;
• unaltered;
• in its original packaging;
• complete with all accessories, components, manuals, tags, and free gifts where applicable;

All returned items are subject to inspection upon receipt.

2.2 Return request period

Please contact us within the following timeframes:

• If the goods are damaged, defective, wrongly shipped, missing, or arrived damaged, please contact us within 7 days of receiving the goods.
• If you wish to return an eligible item, please contact us within 14 days of receiving the item, subject to approval.

2.3 Return approval required

Please do not return any item without contacting us first. Unauthorized returns may be delayed, refused, or may not qualify for refund or replacement.

Once your request is approved, our customer service team will provide:

• the correct return address;
• return instructions;
• any required authorization details;

Please do not send returns to the sender address shown on the parcel unless we instruct you to do so.

3. Dead on Arrival (DOA), Defective, Damaged, Incorrect, or Missing Items

3.1 Dead on arrival or defective items

If your item arrives broken, non-functional, or defective, please contact us within 7 days from the delivery date.

We may ask for:

• clear photos or videos of the problem;
• photos of the outer packaging;
• photos of the shipping label;
• details of the affected product and quantity;

For high-value items, we may ask you to return the item before we issue a replacement or refund. If accessories or components are missing from the returned item, we may deduct the value of the missing parts where appropriate.

3.2 Damaged items

If you believe your item was damaged during shipping, please send us the following within 7 days from the delivery date.

• a photo or video clearly showing the damage;
• a photo of the outer packaging;
• a photo of the shipping label;

Providing complete evidence will help us process your request more quickly.

Resolution for damaged items

Depending on the severity of the damage and stock availability, we may offer:

• a full refund;
• a partial refund;
• a replacement item;

For fragile products, a refund may be offered instead of a replacement where appropriate.

Minor appearance issues that do not affect normal use, such as slight wrinkles, loose threads, or small surface marks, are not eligible for a refund.

 

3.3 Incorrect or missing items

KH Trendy Shop has a strict quality control process before products are dispatched. If you receive the wrong item, the wrong variation, or if part of your order is missing, please contact us within 7 days from the delivery date.

Depending on the situation, we may offer:

• a full refund;
• a partial refund;
• a replacement;
• resend of the missing item, part, or accessory;

If the difference does not affect the product’s function, we may offer a partial refund or another reasonable solution.

For size-related issues, we need your assistance in providing measurement photos taken using the correct measurement methods.

4. Lost, Delayed, or Undelivered Orders

4.1 Delayed orders

Orders may sometimes be delayed due to customs processing, airline scheduling, weather, high shipping volume, public emergencies, labour disruptions, or other events beyond our reasonable control.

If your order appears significantly delayed, please contact us and we will review the shipment status.

4.2 Lost or undelivered orders

If your package has not been received, we may investigate the matter with the carrier before approving a refund or replacement.

If the item is confirmed lost in transit and stock is available, we may resend it. Otherwise, we may issue a refund.

4.3 Orders marked as delivered

If tracking shows the parcel as delivered but you state that it was not received, we may require supporting evidence, such as:

• confirmation from the local post office or carrier;
• a non-delivery statement where available;
• confirmation that the shipping address provided was correct;

Claims for packages marked as delivered will be handled on a case-by-case basis, and do not guarantee a refund.

4.4 Customer-caused delivery issues

Refunds or replacements may be denied if delivery failure was caused by:

• an incorrect or incomplete shipping address;
• an unknown recipient;
• refusal of delivery without valid reason;
• failure to collect the package in time;
• no safe delivery location;
• any other issue caused by incorrect information provided by the customer;

If a package is returned, discarded, detained, or destroyed because the recipient failed to provide required documents, or collect the parcel in time, the order may not be eligible for refund or replacement.

5. Return Shipping and Return Address

5.1 Contact us before returning

Please contact us before returning any product to receive the correct return address and instructions. KH Trendy Shop is not responsible for items returned without prior approval.

5.2 Shipping your return

After mailing back the product, please send us:

• the tracking number;
• a copy or photo of the shipping receipt;

If we do not receive this information, processing may be delayed until the package arrives.

5.3 Return location

Returns may be accepted only at the return address provided by our customer service team. In some cases, this may be a warehouse outside your country, including a China warehouse.

Please note that international returns may be costly, slow, and subject to transit risk. In many cases, returning products internationally is not the most practical solution, and we may offer an alternative remedy where appropriate.

5.4 Return timeframe

If a return is approved, please send the product back within 7 days of receiving the return instructions, unless otherwise stated by our support team.

6. Refunds

6.1 Refund method

Refunds will be refunded in the same manner as the original mode of payment, subject to the mechanics applicable to such mode of payment.

Only the sale price of the product paid by you will be refunded in accordance with the terms set out. In the event that you were eligible for free delivery, you will be charged our prescribed flat fee applicable to a standard delivery service and such fee shall be deducted by us prior to the refund. In the event that you had paid our prescribed flat fee, such delivery fee paid by you will not be refunded under any circumstances whatsoever. Therefore, please check your order carefully before proceeding to payment.

KH Trendy Shop reserves the right to cancel any order at our discretion and for any reason whatsoever, including in cases of product unavailability. KH Trendy Shop will inform you of such cancellation via email and a full refund (including any delivery fees paid by you) will be processed by KH Trendy Shop.  Any such refund will be made to you in accordance with the terms set out.

6.2 Refund amount

The maximum refund amount will not exceed the amount actually paid for the product. Refunds may exclude:

• shipping fees already incurred;
• express delivery surcharges;
• import duties or taxes paid;
• charges resulting from customer-caused delivery failure;
• deductions for missing parts, where applicable;

6.3 Refund timing

Approved refunds will be processed after:

• the claim is reviewed and approved, or
• the returned item is received and inspected, where a return is required.

The time for the refund to appear in your account depends on your bank or payment provider.

7. Exchanges and Replacements

We may offer an exchange or replacement for:

• defective items;
• damaged items;
• incorrect items;
• missing parts or accessories;

Any exchange or replacement is subject to:

• stock availability;
• verification of the issue;
• compliance with this policy;

If a replacement is not available, we may offer a refund or another reasonable alternative.

8. Non-Returnable / Non-Refundable Items

Unless faulty or required by law, we do not accept returns, exchanges, or refunds for:

• custom, personalized, made-to-order, print-on-demand, or special-order items
• pre-order inventory items
• used, washed, altered, or damaged items caused by customer handling
• items not in original packaging
• hygiene-sensitive items once opened
• cosmetics, skincare, beauty, fragrance, or personal care items once opened
• gift cards, vouchers, and downloadable products
• any item clearly marked as non-returnable or final sale

9. Shipping Methods, Tracking Limitations, and Destination Restrictions

9.1 Limited tracking services

Certain international shipping methods may provide limited or no end-to-end tracking in some countries, states, or cities. Where such methods are selected, tracking visibility may be incomplete, and some delivery claims may be limited depending on carrier records and available shipping evidence.

9.2 Remote area surcharges

Orders shipped to remote or hard-to-reach areas may be subject to additional shipping fees charged by the carrier. If applicable, we may contact you before dispatch to confirm or collect the additional cost.

9.3 Destination limitations

We reserve the right to limit shipping, tracking support, compensation, or after-sales remedies for destinations with:

• restricted logistics coverage;
• unstable transport conditions;
• elevated transit loss risk;
• import restrictions;
• customs complications;
• carrier service limitations;

If we are unable to serve a destination reliably, we may cancel the order and issue a refund.

10. Unacceptable or Invalid Claims

KH Trendy Shop does not accept claims that are fraudulent, abusive, unreasonable, unsupported by evidence, or inconsistent with this policy, including but not limited to:

• the customer ordered the wrong item, size, variation, or SKU;
• the shipping address provided by the customer was incorrect or incomplete;
• the customer simply does not like the item;
• the claim is based on a product difference that was disclosed or agreed in advance;
• the claim concerns a normal characteristic described on the product page;
• the package was not collected in time;
• the product was damaged due to misuse, improper care, or customer handling;
• tracking information became unavailable due to third-party carrier system limitations and no sufficient contrary evidence is available;
• the claim is submitted after the applicable reporting deadline;

We also reserve the right to reject any claim where the returned item is not the product originally purchased.

11. Force Majeure

KH Trendy Shop is not liable for shipping delays, product loss, delivery interruptions, or damage caused by events beyond our reasonable control (including but not limited to the following):

• natural disasters;
• severe weather;
• epidemic or pandemic events;
• war or civil unrest
• labor strikes;
• customs inspections;
• government restrictions;
• transportation network disruptions;

Where possible, we will communicate updates and work toward a reasonable solution.

12. Important Claim Notes

To help us process your claim quickly, please keep:

• all original packaging materials;
• shipping labels;
• shipping notes;
• photos of the parcel before opening, if damage is visible;

If the outer package appears visibly broken, opened, or crushed at delivery, please take photos immediately. If allowed by the local carrier, you may refuse delivery of a severely damaged parcel and contact us right away.

Accepting a heavily damaged parcel without evidence may affect the outcome of your claim.

13. Contact Us

For cancellations, returns, exchanges, replacements, or refund requests, please contact:

Email: khtrendyshop@gmail.com

Please include:

• your order number;
• the product name;
• quantity affected;
• a short description of the issue;
• photos or videos where applicable;

By purchasing from KH Trendy Shop, you acknowledge that you have read, understood, and agreed to this policy. We reserve the right to update this policy at any time by posting the revised version on our website.