We stand by our products and services and want to ensure that you have a simple and worry-free shopping experience. If you are not satisfied with an item purchased at KEYUE, you can return the item within 14 days of receiving it.

These are our guidelines for what can and cannot be refunded. Please review the full refund policy for more details.

A) Refund scenario:

If part of the order is omitted for any reason, we will credit/refund the value of the missing item to your payment terms as soon as the problem is identified and confirmed. Where possible, we encourage you to send us pictures of the problem for quick resolution.
If the order is not processed or shipped and is in a pending state, if you want to cancel the order for any reason, we will cancel the order at your request and process a full refund. Please refer to the detailed policy for more details.
If an item of your choice is out of stock or out of stock, we will contact you via email with a suggested alternative product, and if the alternative is unacceptable, we will cancel the order at your request and make a full refund.

B) No refund scenario:

Personalized customized products, such as products engraved with the customer’s initials or customized for the customer;
When the customer submits the order, he has informed the customer of any other products that cannot be returned due to their nature.
Orders cannot be changed, cancelled or refunded if they are being processed, shipped or in any other state.
The order cannot be cancelled or refunded if the address on the order is incorrect, or no one is available to accept delivery, or the recipient has checked out, or the Courier cannot find the recipient on the address because the name on the cash register or door tag is incorrect or different.
In some cases, we offer the option to choose a preferred delivery date. The delivery date selected is an estimated delivery date and is not guaranteed. Our Courier service cannot provide such a guarantee because it is impossible for us to provide such a guarantee. It is possible for items to arrive earlier or later than the selected delivery date and we are unable to provide compensation or refund for shipments missed by the estimated delivery date.
C) Return Process:

To start returning, you can contact us at jfewoq@outlook.com. If your return is accepted, we will send you instructions on how and where to send the package. When performing this operation, you will be asked to provide the following information:
(i) Describe the product that you want to exercise the right to return; (ii) Order number; (iii) Your contact information and mailing address; and (iv) You may also be required to provide a photo of the product you intend to return for KEYUE Conduct a preliminary assessment of the condition of the product. If your return is accepted, the ZONESUN customer service team will confirms the return information with you, you need to use the designated express carrier return the goods. Except for the aforementioned circumstances, the related costs incurred due to the return of the product are borne by the customer. ZONESUN does not take any responsibility for the risk of damage or loss due to ZONESUN’s fault during the return of the product.

Please note that items returned to us without first requesting a return will not be accepted.

Detailed Refund Policy

Before the order is processed:
If you decide to cancel your order before processing the shipment, we will provide you with a full refund. If the order was placed in error, or if you have changed your mind, you can contact sales6@zonesun.com to cancel the order. This is not guaranteed during the peak selling season, or if the order is close to the cut-off time and needs to be processed immediately in order to deliver on time.

After the order is processed:
We will not be able to cancel or refund an order once it has been processed.

In transit (shipped):
Once shipped, we can’t stop shipping. Once shipped, we cannot change, cancel or refund. The following policies apply to address issues:

A) If the address is incorrect or incomplete:

Some delivery services offer the ability to intercept packages in order to correct addresses while in transit. Depending on the Courier service, we will charge a fee for intercepting the package. If the package is intercepted, the package will be exposed to additional shipping time and the quality of the product can no longer be guaranteed. This refund will not be processed.

B) If no one can accept the package:

The delivery of certain items requires a signature confirmation, and if no one is available to accept delivery, the package will be kept at a local facility and the recipient will need to contact the Courier in a timely manner according to the door label. The quality of the products can no longer be guaranteed, and there are no refunds. Be sure to contact the recipient before the end of the day of the expected delivery date to ensure that the recipient does not miss the package for any reason.

C) If the recipient has signed for the package:

We strongly recommend that you send the item to a location that the recipient can reach within the expected delivery date and a few days later in case the package is delayed for any reason. Once the package is delivered, we don’t have any control. The recipient will directly need to coordinate the best way to retrieve the package from the address provided to us.

Failure to deliver:

Tracking data indicates successful delivery – If the tracking details from the Courier service indicate that the package was delivered, but if the recipient did not receive the package, the problem is deemed to have occurred at the recipient address and we have no control over this and are unable to accept refund requests
Tracking data indicates attempted delivery but not delivered – The following are common reasons for attempted delivery but not delivered. As there are no issues under our control, we are unable to accept refund requests due to any of these reasons.
The address is incorrect or incomplete
No one can accept the goods
The consignee refused to accept the goods
There’s no name on the address
The name of the recipient was not listed on the door

Delivery Date:
The Delivery Date selection tool on the website provides an estimated delivery date to assist in scheduling future delivery dates. This is our best estimate of transportation time based on preparation time and transportation method. Although we continually improve our estimate of the delivery date, this is not a guaranteed arrival date. According to our express agreement, the project may arrive a little earlier or be delayed from the estimated delivery date due to various factors. We are unable to provide compensation for items beyond the specified delivery date.

Delivery error:
Missing Items – If part of the order is missing or any item is missing, we will refund the amount of the missing item.

Note: If the package is damaged or you no longer wish to receive the item, it is recommended not to accept the package.

Refund processing time:
In the event a refund is due, it usually takes us 2-5 working days to process the refund. For weekends or public holidays, refunds will be made on the next business day.

Once the refund processing is complete, the bank generates a refund transaction ID and the money leaves our account without any control to stop or speed up the transaction.

Based on our experience, the following is an estimate of how long it will take for a refund to appear on your statement.

Credit/debit card: Most large financial institutions may take 3 to 5 business days to show credit on your account. For some small banks and debit cards, it can take up to 10 working days.

Paypal: paypal refunds can be viewed immediately in your paypal account.

Dongguan Keyue Intelligent Technology Co., Ltd.
[Re: Privacy Compliance Officer]
Address: Room 206, No. 26-1, Renhe Road, Hangkou, Liaobu Town, Dongguan City, Guangdong Province, China. Post: 523400