Refund policy

At Thekbunny， we want you to be completely satisfied with your purchase. We understand that when shopping for general merchandise online, it’s important to receive items that meet your expectations in terms of quality, functionality, and appearance. We offer a flexible, customer-friendly return policy to ensure you can shop with confidence. Please read the following terms carefully before initiating a return, as they outline the eligibility, process, and guidelines for returns, refunds, and exchanges.

1. Eligibility for Returns

To be eligible for a return, refund, or exchange, the following conditions must be met. These guidelines are designed to ensure the quality of our products for all customers:

•Return Window: Items must be returned within 30 days of the delivery date. Returns received after 30 days will not be accepted and will be returned to the customer at their expense. We recommend initiating your return as soon as possible to avoid missing the deadline.

•Condition of Items: Products must be in their original, unused, and unopened condition (where applicable), with all tags, labels, packaging, and accessories intact. Items that have been used, damaged, altered, or opened (unless defective) are not eligible for return, as they cannot be resold. For hygiene-sensitive items (e.g., personal care products, pet grooming supplies), the original seal must be unbroken to be eligible for return.

•Exceptions: Custom or personalized items (e.g., engraved products, custom-sized items) are non-returnable and non-refundable, unless they are defective or damaged upon delivery. Clearance or final sale items (marked as “Final Sale” on the product page) are also non-returnable and non-refundable, unless defective. Gift cards are non-returnable and non-refundable. Perishable items (e.g., certain pet food, seasonal decor with limited shelf life) are non-returnable unless damaged or defective.

•Defective Items: Products with manufacturing defects (e.g., broken parts, malfunctioning electronics, missing components, damaged packaging) are eligible for return, refund, or exchange, regardless of the return window, as long as the defect is reported within 90 days of delivery. We stand behind the quality of our products and will resolve defective items promptly.

2. Return Process

Initiating a return is simple and straightforward. Please follow these steps to ensure your return is processed quickly:

1.Log in to your account on Thekbunny and navigate to the “Orders” page. Locate the order containing the item(s) you wish to return.

2.Select the order and click “Initiate Return.” Follow the prompts to select the item(s) to return and the reason for the return (e.g., wrong size, doesn’t meet expectations, defective, damaged).

3.Print the pre-paid return shipping label provided by Thekbunny. Pre-paid labels are available for eligible returns (e.g., defective items, wrong item sent by us, items that do not match the product description). For non-eligible returns (e.g., change of mind, no longer needed), you will be responsible for arranging and paying for return shipping.

4.Package the product securely in its original packaging (or a suitable alternative) to prevent damage during transit. If the original packaging is damaged, use a sturdy box and wrap the item(s) in tissue paper or bubble wrap. Attach the pre-paid return label to the package, ensuring it is clearly visible and not overlapping with any other labels.

5.Drop off the package at the designated shipping carrier location (e.g., USPS, UPS, FedEx). Please keep the tracking number for your records to monitor the return status and confirm delivery to our warehouse.

If you do not have an account, please send an email support@thekbunny.com Or thekbunny@outlook.com with your order number, item details, and reason for return to request a return authorization (RA) number and shipping label. Returns without an RA number may be delayed or rejected, so we recommend obtaining an RA number before sending your return.

3. Refunds and Exchanges

•Refunds: Once we receive and inspect your returned item (typically within 5-7 business days of delivery to our warehouse), we will process your refund. Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal, Apple Pay). Please note that it may take 3-5 business days for the refund to appear in your account, depending on your bank or credit card issuer. Shipping fees are non-refundable unless the return is due to our error (e.g., wrong item sent, defective item, item does not match the product description).

•Exchanges: If you wish to exchange your item for a different size, color, or model, please initiate a return as outlined above and place a new order for the desired item. We do not offer direct exchanges at this time, but we will process your refund promptly once your return is approved, allowing you to purchase the correct item. If the desired item is out of stock, we will notify you and offer a full refund or store credit.

•Return Shipping Costs: For eligible returns (e.g., defective items, wrong size sent by us ,Thekbunny will cover the return shipping cost via the pre-paid label. For non-eligible returns (e.g., change of mind), you will be responsible for the return shipping cost, which will be deducted from your refund (if applicable). International customers are responsible for all return shipping costs, including customs fees and taxes.

•Restocking Fees: We do not charge restocking fees for most returns. However, if returned items are not in their original condition (e.g., packaging damaged, tags missing, items opened or used), a restocking fee of up to 15% may apply, which will be deducted from your refund. This fee helps cover the cost of processing and disposing of non-resellable items.

4. Defective or Damaged Items

If you receive an item that is defective, damaged, or incorrect (e.g., wrong size, wrong model, wrong color), please contact us immediately support@thekbunny.com Or thekbunny@outlook.com within 7 days of delivery. Please include your order number, clear photos of the defective/damaged item (showing the issue), and a detailed description of the problem. We will arrange for a free return and offer one of the following options: a full refund, a replacement item (if available), or store credit (at your option). We may request the defective item to be returned for inspection, but we will cover all return shipping costs.

5. International Returns

International customers (outside the U.S.) are responsible for all return shipping costs, including customs fees, duties, and taxes. Returns from international locations may take 2-4 weeks to process, depending on the shipping carrier and customs clearance. Refunds will be issued minus any international shipping and customs fees paid by Thekbunny for the original order. We recommend using a trackable shipping method for international returns, as we are not responsible for lost or delayed international return packages. Customs forms should be completed accurately to avoid delays or additional fees.