KyonStore is committed to ensuring that customers have complete confidence in the products purchased from our store. All items are supplied with a warranty against manufacturing defects. We also accept exchanges if the product differs from the original order.
If you receive an item with a manufacturing defect or one different from what you ordered, please follow the procedure below to request an exchange:
If more than 7 business days have passed and the item presents a defect or fault, you must contact us providing your CPF (tax ID), order number, details of the item to be returned, and the identified fault.
Once we receive your communication, your request will be forwarded to our Quality Department for assessment. Authorisation from this department is required before any exchange can be carried out. After the assessment is completed, we will inform you of the outcome and confirm whether the exchange will be processed.
Exchange requests under these circumstances must be submitted within 90 days of receiving the item.
Note: exchanges or refunds will not be processed after this period.
Complaint Assessment
All complaints will be reviewed within 7 business days. If a fault is confirmed, you will be contacted by email and offered one of the following solutions:
-
A full refund of the amount paid.
-
A replacement of the originally ordered item.
-
An item of equivalent value.
-
A voucher equal to the value of the item, redeemable for future purchases.
Right of Withdrawal
In accordance with the Consumer Protection Code (CDC), the right to cancel an online purchase must be exercised within 7 calendar days from the date of receipt of the goods.
For credit card refunds, our Finance Department has up to 7 business days to process the request with the card provider. Please note that the balance may take up to 120 days to be returned, depending on the provider’s policies and billing cycle.
If a bank transfer refund is required, it will be made to a current account within a maximum of 10 business days after the quality assessment. The account must be registered under the same CPF (tax ID) used for the original purchase.
Return Conditions
Items returned without prior notice, outside the permitted timeframe, with missing components, or without the original label or invoice will be returned to the customer.
The same applies to items rejected after inspection by our Quality Department. Such items will be sent back to the customer via post with payment on delivery, and the postage costs for this return will be the customer’s responsibility.
Important Notice
KyonStore is not responsible for shipping costs related to returns followed by refunds, chargebacks, or exchanges for alternative products. Such costs are the sole responsibility of the customer.