Return & Refund Policy

Start with a request

Kranvilo accepts requests to return eligible products within 30 calendar days after delivery. The request date matters: contact us within that period, even if you need additional time to complete the authorized shipping steps. Any longer or otherwise mandatory consumer right applicable to your purchase remains available.

To begin, email service@kranvilo.com with the order number, the product concerned, the reason for the request, and photographs when they are relevant to a defect or shipping mistake. We will review your request, explain the appropriate steps, and provide a return address and any necessary reference or packaging instructions when a return is authorized.

Do not send goods to the company address listed at the end of this policy. That address is provided for business identification, not as a receiving warehouse. A return should go only to the destination confirmed by our support team for that particular request.

What makes a return eligible?

For a change-of-mind request, goods should generally be in a condition reasonably consistent with inspection and handling, with their original components and accessories when available. We may ask for evidence of purchase and a description of the item's condition. Ordinary handling necessary to inspect an item is assessed consistently with rights under applicable law.

Certain goods may be nonreturnable for hygiene, safety, customization, perishability, or other lawful reasons, where the relevant exception genuinely applies and any required information was provided before purchase. We do not apply an exception that conflicts with non-waivable rights. If an item is defective, materially misdescribed, or incorrect, legal remedies may be available regardless of a voluntary return condition or window.

Who pays for sending the product back?

For an eligible voluntary return based on personal preference, the customer generally pays return shipping unless the law or a more favorable arrangement requires otherwise. For a confirmed defective, damaged, or incorrectly supplied item, we bear applicable return-shipping costs or provide another lawful remedy. Contact us before purchasing a label or making an expensive shipment so that the appropriate method can be established.

We do not charge a restocking fee. Any shipping charge or deduction must be lawful, connected to the circumstances, and explained where applicable; the refund cannot be reduced in a way that overrides mandatory consumer protections.

Review after the item reaches the authorized destination

When a physical return is required, we evaluate the received product against the authorized request and the applicable conditions. We may contact you if essential information is missing or an item arrives in a different condition than described. After assessment, we will communicate whether the refund is approved and, if necessary, the reason for an outcome or an available alternative. A customer is not required to accept a store credit instead of a monetary refund where the law requires a refund.

How refunds are sent and when to expect them

For approved refunds, we initiate the refund to the original payment method within 10 business days after approval, unless applicable law requires a faster action. That is the time for us to initiate the refund; your bank, card issuer, or payment provider may take additional time to post the funds. Refunds are denominated and processed according to the original transaction and any applicable payment-provider procedures.

If the original route is unavailable, we will discuss an appropriate alternative consistent with the law. When a refund is due for non-delivery, cancellation, or a defective product, any mandatory timing and amount requirements take priority over this general process.

Cancellation before dispatch and exchanges

You may ask us to cancel an order before dispatch by emailing service@kranvilo.com. We will consider the request as promptly as practicable, but cancellation cannot always be completed once fulfillment has begun or the parcel has been handed over. If cancellation is no longer possible, available return rights may still apply after delivery.

If you prefer an exchange, contact us about the item and variation required. Availability and the circumstances of the request will determine whether an exchange, replacement, refund, or another remedy is appropriate. An exchange is not guaranteed for an out-of-stock item, and statutory replacement rights are not reduced by stock preferences in this policy.

Missing, damaged, or incorrect deliveries

When an order arrives damaged, missing an item, or containing the wrong product, notify us with the order details and a concise description. Keep relevant packaging and take photographs when reasonably possible. We will investigate and arrange an appropriate remedy in line with applicable consumer rights. Please do not return hazardous or unsafe goods without specific instructions.

Consumer rights and contact

This policy provides a customer-service route in addition to, not instead of, non-excludable warranties, cancellation rights, remedies, and other rights under applicable law. Where local law provides a more protective deadline or a different refund or return rule, that law governs.

Operating Company: Shaanxi Jidong Zeliang Trading Co., Ltd.
Unified Social Credit Code (USCC): 91611101MAK8LNG26N
Company Address: Room H1242, Unit 2, Building 6, Phase 2, Airport Economic Industrial Park, Airport New City, Xixian New Area, Shaanxi Province
Support Email: service@kranvilo.com
Contact Phone: +86 15874596845
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)

For return authorization, refund updates, and questions about your rights, use service@kranvilo.com and include the relevant order number.