Kindly Reminder 1: Timely process of requests

Upon receipt of your request for an order cancellation or product return/refund, we will negotiate with the seller within the specified timeframe. The specific timeframe is as follows:

• For orders in “Payment Pending”, “Unprocessed” and “Verifying” status, the request will be processed immediately;                                      
• For orders in “Processing” status, the application will be processed within 24 hours;                                
• For orders in ”Purchased” status, the application will be processed within 72 hours;                                    
• For orders in “Shipped”, “Signed”, “Arrived”, “Warehouse Stock-in”, “Warehouse Stock-in” (Expert Sourcing Service only), and “Signed” (Expert Sourcing Service only) status, the application will be processed within 48 hours;                                     
• For orders in “Purchased” (Expert Sourcing Service only) status, the application will be processed within 2 working days.

Kindly Reminder 2: Estimated processing time of refund

Successfully paid orders, once your application for order cancellation or product return has been verified, we will refund the transaction amount to your KameyMall-Agent account balance. The estimated time is as follows:

• For orders in “Payment Pending”, “Unprocessed” and “Verifying” status, the refund will be completed immediately;                 
• For orders in “Processing” status, the refund will be completed within 24 hours;
• For orders in “Purchased” status, the refund will be completed within 72 hours;
• For orders in “Shipped”, “Signed”, “Arrived”, “Warehouse Stock-in”, “Purchased” (Expert Sourcing Service only), “Warehouse Stock-in” (Expert 、Sourcing Service only), and “Signed” (Expert Sourcing Service only) status, the time of refund completion will be subject to the sellers (approx. 7 -15 days);
• For orders paid via PayPal and in "Payment Pending Approval" status, if canceled, we will process the refund in the same way as the original transaction. The processing time is subject to PayPal;
• Orders paid via Poli and in "Pending Payment" status will be refunded manually if canceled. The processing time is based on the third-party payment platform that processed the transfer. 

Please Note: 

1. For orders in “Purchased” (Expert Sourcing Service only) and “Warehouse Stock-in” (Expert Sourcing Service only) status, only the payment for the product will be refunded (the 10% service fee will be non-refundable).

2. Return requests do not apply to used products and warehouse sales orders. if an order is canceled due to product shortage or force majeure reasons, the service fee will be refunded.

3. Refunds will be calculated at the exchange rate in effect at the time of payment.