Refund policy

At Kitraven, operated by Chiyang Heshun Trade Limited, we are committed to providing customers with a transparent, fair, and reliable shopping experience.

This Return & Refund Policy explains the eligibility requirements, return procedures, refund processing, exchanges, and how we handle damaged, defective, or incorrectly supplied products purchased through https://kitraven.com.

1. Return Eligibility

We accept eligible return requests within 30 days of the date your order is delivered.

To qualify for a return requested for personal reasons, the product must:

Be unused and in its original condition.
Include all original accessories, components, and accompanying materials.
Be returned in its original packaging where reasonably possible, or suitable protective packaging.
Be accompanied by proof of purchase, such as an order number or order confirmation.

Products damaged through improper use, unauthorized modifications, or normal wear and tear may not qualify for discretionary returns.

These conditions do not restrict your statutory rights regarding defective, damaged, or incorrectly supplied products.

2. How to Request a Return

To initiate a return, please contact our customer support team.

Email: service@kitraven.com

Please provide:

Your order number.
The name of the product you wish to return.
A brief explanation of your return request.
Photographs of the product and packaging, where relevant.

Our customer support team will review your request and provide appropriate return instructions, including the designated return address and any applicable packaging or transportation requirements.

Please contact us before sending your return. The designated return address may differ from our registered business address.

Returns sent to an incorrect address may experience delays in processing.

For delicate decorative products, including wreaths, ornaments, and other fragile items, please use appropriate protective packaging to prevent damage during return transportation.

3. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If your order arrives damaged, defective, incomplete, or different from what you purchased, contact us as soon as reasonably possible at service@kitraven.com.

Please provide your order number, a description of the issue, and clear photographs where available.

For decorative products, this may include broken ornaments, damaged wreaths, missing accessories, incorrect colors, or products that do not match the order.

After reviewing the issue, we will arrange an appropriate resolution, which may include:

A replacement product.
Replacement components, where appropriate.
A refund.
A return and refund.

When a return is required because of a confirmed product defect, shipping damage, or an error on our part, Kitraven will cover reasonable return shipping costs.

Customers will not be required to pay return shipping costs for confirmed defective or incorrectly supplied products where we are responsible for the issue.

Your rights under applicable consumer protection laws remain unaffected.

4. Returns for Personal Reasons

If you change your mind, order the wrong product, or no longer need an item, you may request a return within 30 days of delivery, provided the product meets the applicable return eligibility conditions.

For returns unrelated to product defects or errors on our part:

Customers are responsible for return shipping costs.
Original shipping charges are generally non-refundable unless required by applicable law.
We recommend using a trackable shipping service.
Products should be packaged securely to reduce the risk of damage during return transportation.

Return shipping costs may vary depending on the destination, carrier, package dimensions, and product weight.

For larger decorative products, including wreaths and oversized seasonal decorations, return transportation costs may be higher because of their dimensions and packaging requirements.

We will provide return instructions before you arrange shipment so that you can make an informed decision.

5. Decorative and Seasonal Product Returns

Certain decorative products, including Christmas ornaments, decorative wreaths, ribbons, bows, and seasonal home accessories, may require additional care during return transportation.

For returns requested for personal reasons, these products should remain unused and in their original condition.

Please retain the original packaging, protective materials, and accessories where reasonably possible.

Products containing delicate decorative elements should be securely packaged to prevent bending, breakage, or other damage.

Seasonal products are not automatically excluded from our 30-day return policy solely because a holiday or seasonal event has passed.

If a decorative product arrives damaged, defective, or incorrectly supplied, we will provide an appropriate resolution in accordance with this policy and applicable consumer protection laws.

6. Non-Returnable Items

Certain products may not qualify for discretionary returns, including:

Gift cards.
Personalized or custom-made products, unless defective or incorrectly supplied.
Products that have been used, altered, or damaged after delivery through improper handling.
Products that cannot be returned for hygiene or safety reasons after opening, where permitted by applicable law.

Any product-specific return restrictions will be disclosed on the relevant product page where applicable.

These exclusions do not limit statutory consumer rights regarding defective, damaged, or incorrectly supplied goods.

7. Refund Processing

Once we receive and inspect an eligible returned product, we will notify you of the outcome of your return request.

If the refund is approved, it will be issued to your original payment method, generally within 5–10 business days after approval.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

Where applicable law requires an earlier refund or a different refund procedure, those legal requirements will apply.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact service@kitraven.com.

For confirmed lost shipments, canceled orders, or cases where a return is not required, refunds may be processed without a physical product return.

8. Exchanges

If you wish to exchange an eligible product for a different color, size, style, or variation, please contact our customer support team.

Exchanges are subject to product availability and applicable return eligibility requirements.

If a direct exchange is unavailable, we may recommend returning the eligible product and placing a new order.

For defective, damaged, or incorrectly supplied products, we will arrange an appropriate resolution without limiting your statutory consumer rights.

9. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible at service@kitraven.com.

We will make reasonable efforts to accommodate cancellation or modification requests before the order has been dispatched.

If the order has already shipped, cancellation may no longer be possible.

In such cases, you may request a return after delivery in accordance with this policy.

If an order is successfully canceled before shipment, any payment already collected will be refunded to the original payment method.

10. Lost or Missing Packages

If your order has not arrived within the estimated delivery period stated in our Shipping Policy, please contact our customer support team.

We will review the available tracking information and assist with investigating the shipment.

If a package is confirmed lost in transit, we will provide an appropriate resolution, which may include a replacement or refund.

Customers will not be charged additional shipping fees for replacement shipments required because of confirmed loss in transit for which Kitraven is responsible.