Return & Refund Policy

1. Order Cancellation Rules

We support order revocation services in accordance with differentiated rules for unpaid and fully paid gardening supply orders.

Unpaid Orders

Any outstanding orders that have not been settled can be cancelled independently by you at any time. Should you encounter difficulties during operation, our customer service team is ready to assist you to complete the cancellation procedures.

Paid Orders

For orders that have been fully paid, you are entitled to apply for cancellation and obtain a full refund within 48 hours after order submission. Once our team starts sorting goods, packing parcels or arranging delivery, the order will enter the formal fulfillment process and no further cancellation requests will be accepted.

If you need to cancel a paid order, please send your application to our mailbox at the earliest opportunity:

service@kacopely.com

2. Return & Exchange Regulations

We provide a 30-day free return and exchange service for all gardening tools and accessories. The valid period starts from the day you sign for the parcel.

Qualification Requirements for Returns

To ensure your after-sales request gets approved smoothly, please comply with the following requirements:

Products must remain brand new, unused and free of wear, dirt or artificial damage
All goods shall be sent back with intact original packaging
Return applications must be submitted within 60 days upon parcel receipt
Valid purchase proof must be provided for verification
Goods returned without prior official approval will be rejected directly

3. Application Steps for Returns & Exchanges

Please compile the below information and send an application email to service@kacopely.com:

Your exclusive order number
Names and quantities of the goods to be returned or exchanged
Detailed reason for your after-sales application
Clear photos or videos of defective/damaged items (required for quality-related claims)

After your application is approved, we will send you the official return address via email. Please arrange delivery within 7 days and share the logistics tracking number with us promptly for follow-up processing.

4. Return Freight Allocation

Buyer Bears Shipping Fee

If the return is caused by personal reasons, including changed purchase plans, inappropriate product specifications or personal preference issues, the return delivery cost shall be covered by you. The fee ranges from €3 to €10 per item, calculated based on product size, weight and delivery region.

Brand Bears Shipping Fee

In case the received gardening products have factory defects, transit damage, wrong items or missing parts due to our mistakes, we will take full responsibility for all return shipping fees. We will arrange free replacement or full refund according to your demands.

5. Refund Execution Rules

After we receive and inspect the returned goods and confirm compliance with requirements:

The full amount will be refunded via your original payment channel within 5 working days
A refund completion notification will be sent to your registered email automatically
The actual arrival time of funds depends on the settlement rules of your bank or payment platform

Rules for Partial Refund

We reserve the right to deduct partial fees under the following circumstances:

Goods are damaged due to improper use, maintenance or man-made destruction
Original packaging, matching parts and accessories are lost or damaged

6. Solutions for Unreceived or Delayed Refunds

If you fail to receive the refund within the stipulated period, please follow the steps below:

Recheck the balance and transaction records of your payment account
Consult your bank or payment service provider to check for fund delay or system maintenance
If the problem persists, please contact us via email: service@kacopely.com