Cancellation, return eligibility, damaged or incorrect products, and refund handling
EFFECTIVE DATE : 31 August 2026
Kinadey purchases products specifically against customer requests. For that reason, cancellation is flexible before Kinadey purchases the item, but change-of-mind returns are generally not available after Kinadey has committed to the purchase.
1. Order Cancellation Before Kinadey Purchases
A customer may cancel a confirmed order before Kinadey purchases, reserves, pays for, or otherwise becomes financially committed to the product. If the order is cancelled at this stage, the advance paid for that order will be refunded.
2. Cancellation After Purchase
Once Kinadey has purchased, reserved, customized, imported, or otherwise committed funds to the requested product, the customer cannot normally cancel the order for a change of mind. The advance is then treated as part payment for a specially sourced order and is not refundable merely because the customer no longer wants the item.
This restriction does not remove any remedy that must be provided under applicable law, and it does not apply where Kinadey itself cannot fulfill the order and a refund is due.
3. Eligible Return or Resolution Reasons
A customer should contact Kinadey if the delivered product is:
· materially different from the product specification confirmed by Kinadey;
· the wrong item, size, color, model, or quantity due to a Kinadey or fulfillment error;
· damaged on arrival beyond normal packaging wear;
· defective on arrival, subject to reasonable verification and any applicable manufacturer or supplier process;
· missing a material component that was part of the confirmed product package; or
· otherwise eligible for a remedy under applicable law.
4. Reporting Period
Customers should report an eligible delivery issue within 3 calendar days after receiving the product. The report should include the order information, a clear description of the problem, and photos or video where reasonably available. Kinadey may request the original packaging, labels, accessories, or additional evidence to assess the claim.
A manufacturer warranty issue that appears after this initial 3-day period may still be handled according to the applicable manufacturer or supplier warranty, if any.
5. Change-of-Mind Returns
Because many Kinadey orders are purchased specifically for an individual customer, Kinadey does not normally accept returns solely because the customer changed their mind, ordered the wrong preference, no longer needs the product, or found a different price after Kinadey completed the purchase.
6. Return Condition
Where a physical return is approved, the customer should keep the product, original packaging, manuals, accessories, labels, and included items in reasonable condition. Products should not be unnecessarily used, altered, damaged, washed, installed, or modified after the customer becomes aware of a return issue, except where use was reasonably required to identify a defect.
7. Assessment and Available Remedies
After reviewing an eligible claim, Kinadey may provide the remedy appropriate to the circumstances and applicable law. Depending on the product, supplier, and issue, this may include:
· replacement with the correct or equivalent product;
· repair or manufacturer/supplier warranty support where appropriate;
· replacement of a missing component;
· partial refund where the customer accepts a minor issue or price adjustment; or
· full refund where the order cannot reasonably be corrected or fulfilled and a refund is appropriate.
8. Refund Amounts
When a full refund is approved, Kinadey will refund the amount paid for the affected product, subject to any lawful deductions that were clearly disclosed and are properly applicable. If Kinadey cancels before fulfillment because the product cannot be sourced or supplied, the customer will receive a refund of amounts paid for that cancelled item.
Customer-site delivery charges may be non-refundable where the delivery service was successfully completed and the product issue is unrelated to the delivery service, except where applicable law requires otherwise.
9. Refund Method and Processing
Approved refunds will normally be returned using the original payment method or another method agreed with the customer. Actual receipt time may depend on the bank, mobile financial service, payment gateway, or other payment provider. Kinadey will provide or communicate the refund status once the refund has been initiated.
10. Bangladesh vs. China-Sourced Products
The same basic customer-protection principles apply to products sourced from Bangladesh and China. However, China-sourced items may require additional supplier verification, return logistics, warranty processing, or replacement lead time. Kinadey will communicate practical options after reviewing the claim. Customers are not separately charged import duty, customs, or international sourcing charges that Kinadey has already included in the confirmed product price, unless a different arrangement was expressly agreed before confirmation.
11. Refusal of Delivery or Unpaid Balance
If Kinadey has properly sourced the confirmed product and the customer refuses delivery without an eligible return reason or does not pay the remaining balance due at delivery, Kinadey may withhold the product and treat the order according to these Terms & Conditions and applicable law. The customer remains responsible for amounts or losses that are legally recoverable and directly arise from the confirmed order.
12. How to Make a Return or Refund Request
1. Contact Kinadey within the applicable reporting period.
2. Provide the order number or identifying order details.
3. Describe the issue clearly and provide supporting photos/video where available.
4. Keep the product and packaging available while Kinadey reviews the claim.
5. Follow the approved return, replacement, repair, or refund instructions provided by Kinadey.
Contact Us
For questions, complaints, privacy requests, order issues, or policy-related inquiries, contact Kinadey:
Address : 686, Shewrapara, Mirpur, Dhaka-1216, Bangladesh
Phone : +8801791122513
Email : info@kinadey.com
Website : www.kinadey.com
Policy note: This document is intended as Kinadey's customer-facing business policy. It should be read together with applicable laws and regulatory requirements of Bangladesh. Where mandatory law gives a customer greater right than this policy, the mandatory legal requirement will apply