Returns &Exchanges Policy

Last Updated: 2025/12/23

1) Overview

We want you to love your 3D products. This policy explains the 30-day return window, eligibility, RMA process, shipping cost responsibility, customized-item rules, refund timing, and 72-hour SLA.

2) Return Window & Eligibility

  • Within 30 days of delivery: Eligible to request a refund or replacement.
  • After 30 days: Not eligible.
  • We may request photos/videos to verify your case.

3) What We Cover (Free Return + Full Refund/Replacement)

  • Missing or damaged components (panels, parts, LED modules, hardware)
  • Packaging damage affecting product integrity
  • Wrong item/model/style/spec received
  • Manufacturing or fulfillment errors

4) Not Accepted

  • Change of mind for used/assembled items without quality issues
  • Damage/loss after delivery due to handling, assembly, or storage
  • Customer order errors (wrong model, quantity, misunderstanding)

For change-of-mind returns, items must be unopened, unused, and in original packaging.

5) RMA Required

  • Email support@kadajoy.com to obtain an RMA before returning any item.
  • Include order number, issue description, and photos/videos if applicable.
  • Unauthorized returns are not eligible for refund or replacement.

6) Return Shipping Costs

  • Our responsibility: For quality issues or wrong items, we cover return shipping and provide a prepaid label or reimbursement.
  • Personal reasons: Customer pays return shipping via a trackable service.

7) Customized Products

  • Cancel within 24 hours: Full refund.
  • Cancel after 24 hours (production started): 50% refund of the order amount.
  • Our customization error: free remake, replacement, or full refund.

8) How to Start

  1. Email support@kadajoy.com within 30 days of delivery.
  2. Provide order number, reason, and photos/videos if damaged, missing, or wrong item.
  3. Receive RMA and return instructions.
  4. Ship according to instructions (use prepaid label if provided).
  5. Upon receipt and inspection, we process your refund or replacement.

9) Refund Method & Timing

Refunds are issued to the original payment method. Please allow 5–10 business days after inspection (may vary by bank/card issuer).

10) SLA — 72 Hours

We process your case within 72 hours after receiving all required information or within 72 hours of receiving the returned parcel, whichever is later. Status updates are provided at key stages (RMA issued, label sent, parcel received, refund approved).

11) Contact

Email support@kadajoy.com. We’re glad to help.