Returns, Refunds and Order Support

This policy explains the after-sales options for purchases from Klavixo. Contact service@klavixo.com before returning any product.

Our Return Scope

Klavixo does not offer discretionary returns or exchanges solely because a customer changes their mind, selects an unsuitable option, or no longer wants an item.

This restriction applies only where permitted by law. It does not exclude any mandatory cancellation, withdrawal, return, warranty, or other consumer right.

We provide assistance for products that arrive damaged, defective, incorrect, or with items missing from the order.

Reporting a Problem

Please inspect your parcel and contact us within 7 calendar days after delivery if you notice an issue.

Include:

• Your order number and checkout email

• The affected product and a description of the problem

• Relevant photos or videos, where reasonably available

• Packaging or shipping-label photos if relevant to the issue

Please retain the item and packaging while we review your request.

The seven-day reporting request helps us investigate promptly. It does not exclude claims or remedies available for a longer period under applicable law, including qualifying defects discovered later.

How We Resolve Claims

We will review the information and explain the available resolution based on the issue, product availability, and applicable consumer rights.

A resolution may include replacement, reshipment, return and refund, or another appropriate remedy. A partial refund will only be used where appropriate and agreed with the customer.

We will not treat the defect or delivery damage being reported as customer-caused damage.

Return Instructions and Costs

If a return is required for an approved claim, we will provide the return address and shipping instructions. Klavixo will cover necessary return shipping for verified damage, defects, or incorrect supply attributable to us.

Please do not send goods to our registered company address unless instructed to do so. Sending a parcel without instructions may delay identification and handling, but does not remove rights that cannot lawfully be excluded.

Where available, include the product’s accessories and packaging. Missing packaging alone will not automatically invalidate a claim where applicable law provides a remedy.

Refunds

Approved refunds are issued to the original payment method.

We process the refund within 7–12 business days after approval and receipt of any required return. If no return is required, the period begins when the refund is approved. Any shorter deadline required by applicable law takes precedence.

We will email confirmation after issuing the refund. Bank and payment-provider posting times may vary.

For verified merchant errors, the refund will include shipping charges where required by law or appropriate to the resolution. We do not deduct a return handling fee from an approved claim involving a verified error attributable to us.

Canceling an Order

Contact us immediately if you need to cancel. Cancellation can only be considered before fulfillment or dispatch and must be confirmed by our team.

If cancellation is approved, the amount paid for the canceled order will be refunded without a cancellation fee. Dispatched orders are handled under the applicable after-sales provisions above.

Your Consumer Rights

Nothing in this policy limits rights that cannot lawfully be excluded. Where mandatory local consumer protections provide a different remedy or deadline, those protections apply.

Contact Klavixo

Email: service@klavixo.com
Customer Service: +852 47485827
Operated by: HAIYING TECHNOLOGY LIMITED
Business License Entity: HAIYING TECHNOLOGY LIMITED

Registered Address:
ROOM C05, FLAT A, 2/F, TONTEX INDUSTRIAL BUILDING
2-4 SHEUNG HEI STREET, SAN PO KONG, HK

Website: https://klavixo.com

The registered address above is provided for company identification and is not automatically the address for merchandise returns.