Returns + Exchanges

Refund & Returns Policy

Effective date: 18 September 2026
Last updated: 18 September 2026

This Refund & Returns Policy explains your rights to cancel, return and obtain a refund for Products bought from shopkineto.com. It forms part of our Terms and Conditions and does not affect your statutory rights as a consumer.

ShopKineto is operated by HongKong AdTiger Media Co., Limited, a company incorporated in the Hong Kong Special Administrative Region of the People’s Republic of China, with its registered office at Room 703, 7/F Kowloon Building, 555 Nathan Road, Kowloon City, Kowloon, Hong Kong (“ShopKineto”, “we”, “us”, “our”). Our contact person for the matters covered by this document is Sufang Chang, reachable at info@shopkineto.com or +1 251 800 9280.

This document is organised in two parts. Part 1 sets out the terms that apply to our cash-on-delivery (COD) and other sales to customers located in the European Union / European Economic Area (“EU/EEA”), which is our primary market. Part 2 sets out how we, as a company established in Hong Kong, comply with Hong Kong law, and the terms that apply to customers located outside the EU/EEA. Where both parts could apply to you, the more specific and more protective provisions of Part 1 prevail for EU/EEA consumers; nothing in Part 2 reduces the rights granted to you in Part 1.

If you are a consumer in the EU/EEA, you benefit from a statutory right of withdrawal (a “cooling-off period”) and from a legal guarantee of conformity, described in Part 1 below. Customers outside the EU/EEA are covered by the voluntary return terms in Part 2.

Part 1 — European Union / EEA consumers

1.1 Right of withdrawal

Under Directive 2011/83/EU, if you are a consumer in the EU/EEA you have the right to withdraw from your purchase within 14 calendar days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) acquire physical possession of the goods. Where your Order is delivered in several parts, the period runs from the day you receive the last item.

1.2 How to exercise your right of withdrawal

To withdraw, you must inform us of your decision by a clear statement before the 14-day period ends. You can:

• email us at info@shopkineto.com with your Order number and a statement that you wish to withdraw; or
• complete and return the model withdrawal form provided in the Annex to this policy.

To meet the deadline, it is enough to send your communication before the withdrawal period expires. We will send you an acknowledgement of your withdrawal without delay.

1.3 Returning the goods

After telling us you wish to withdraw, you must send the goods back without undue delay and no later than 14 days from the day you communicated your withdrawal. You are responsible for the direct cost of returning the goods unless we have agreed otherwise or the goods are faulty. Please return items in a resaleable condition, with any tags, accessories and original packaging where possible.

You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning — in other words, you may inspect the item as you would in a shop, but not use it beyond that.

1.4 Refunds

We will reimburse all payments received from you for the returned Products, including the standard delivery cost (but not any extra cost arising from your choice of a more expensive delivery method), without undue delay and no later than 14 days from the day we are informed of your withdrawal. We may withhold the refund until we have received the goods back, or you have supplied proof of return, whichever is earlier.

We will make the reimbursement using the same means of payment you used for the original transaction, unless you expressly agree otherwise; in any event you will not incur any fees as a result of the reimbursement. For cash-on-delivery Orders, we will arrange refunds by bank transfer or another agreed method, for which we may ask for the necessary details.

1.5 Exceptions — items that cannot be returned under the withdrawal right

The right of withdrawal does not apply to certain Products, including:

• goods made to your specifications or clearly personalised;
• sealed goods that are not suitable for return for health-protection or hygiene reasons and were unsealed after delivery;
• goods that, after delivery, are inseparably mixed with other items;
• sealed audio or video recordings or software that were unsealed after delivery;
• goods that are liable to deteriorate or expire rapidly.

Where an exception applies, it will be indicated before you order.

1.6 Faulty, damaged or incorrect items (legal guarantee)

If a Product is faulty, damaged on arrival, not as described, or otherwise not in conformity with the Contract, you are entitled under the legal guarantee (Directive (EU) 2019/771) to a remedy — normally repair or replacement, and where that is not possible or proportionate, a price reduction or a full refund. This right applies for two years from delivery for EU/EEA consumers and is in addition to the right of withdrawal.

Please contact us at info@shopkineto.com with your Order number and, where possible, photos of the issue. Where the Product is faulty or we sent the wrong item, we will cover the cost of return and of any replacement.

1.7 Annex — Model withdrawal form

(Complete and return this form only if you wish to withdraw from the Contract.)

Part 2 — Hong Kong compliance and customers outside the EU/EEA

Hong Kong law does not provide consumers with a general statutory “cooling-off” right of withdrawal for online purchases equivalent to Directive 2011/83/EU. Instead, the Sale of Goods Ordinance, Cap. 26, implies that Products must correspond with their description, be of merchantable quality and be reasonably fit for their purpose, and — for a person dealing as a consumer — the Control of Exemption Clauses Ordinance, Cap. 71, prevents us from excluding or restricting our liability for breach of those implied terms.

2.1 Voluntary return option

Regardless of where you are located, and in addition to your statutory rights, we offer all customers a voluntary return option: you may request a return within 30 days of delivery for unused Products in their original condition and packaging. Return-shipping costs are your responsibility unless the Product is faulty or incorrect. Once we receive and inspect the returned Product, we will process an appropriate refund. This voluntary policy is provided to meet Google Merchant Center’s return-policy requirements for Shopping ads and free listings, and does not limit any mandatory right you may have under the law of your own country — in particular it does not limit the rights of EU/EEA consumers under Part 1.

2.2 Faulty or incorrect items

If a Product is faulty, damaged on arrival, or not as described, please contact us at info@shopkineto.com with your Order number and, where possible, photos of the issue, and we will arrange a repair, replacement or refund, and cover the cost of return.

2.3 How to start a return

To start any return or refund, contact us at info@shopkineto.com with your Order number and the reason for the return. We will confirm the return address and the steps to follow. Please do not send items back before contacting us, so we can make sure your return is handled correctly.

Contact Us

If you have any questions about this document, or wish to exercise any of your rights, please contact us:

ShopKineto (operated by HongKong AdTiger Media Co., Limited)
Attn: Sufang Chang
Registered address: Room 703, 7/F Kowloon Building, 555 Nathan Road, Kowloon City, Kowloon, Hong Kong
Email: info@shopkineto.com
Phone: +1 251 800 9280
Website: shopkineto.com