Refund policy

This policy explains how KryoZon handles change-of-mind returns, damaged or defective products, incorrect items, replacements, and refunds.

Before sending any product back, contact support@kryozon.com for return instructions.

1. 30-DAY CHANGE-OF-MIND RETURNS

You may request a change-of-mind return within 30 calendar days after receiving the product.

To be eligible under this commercial return policy, the product must be unused and in the same condition in which it was received, with all accessories and its original packaging. Proof of purchase is required. The returned product must match the product authorized for return, including its model and identifying details where applicable.

Unless applicable law provides otherwise, opened or used electronic products, including phone coolers and laptop coolers, are not eligible for a change-of-mind return.

For every commercial change-of-mind return, the customer must arrange and pay for tracked shipping to the return address provided by KryoZon. KryoZon does not issue a return-free refund for a change-of-mind request. Except where mandatory law requires otherwise, no refund will be issued if the authorized product is not actually returned. If the customer chooses not to return the product because of the return cost, the customer will keep the product and no refund will be issued.

2. REQUESTING A RETURN

To request a return, email support@kryozon.com with your order number, the product you wish to return, the reason for the return, and any information about the product's condition that we reasonably request. Retain the product, accessories, original packaging, shipping materials, labels, and identifying information until the request has been resolved.

After receiving your request, we will provide the applicable return address and shipping instructions. The return destination may be located in Mainland China.

Do not send products to the sender address shown on the original parcel, our registered office in Hong Kong, or another address that we have not provided for the return.

3. CHANGE-OF-MIND RETURN COSTS

You are responsible for the direct return cost when the return is based on personal preference or when a reasonable assessment of the available information does not establish that the reported issue existed at delivery and resulted from a manufacturing defect, shipping damage, or fulfillment error.

This may include tracked international shipping and appropriate packaging for delivery to the return address we provide. Do not send parcels on a cash-on-delivery or freight-collect basis.

Unless applicable law provides otherwise, priority handling charges, duties, taxes, and other supplementary charges are not refundable.

4. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

Contact us as soon as reasonably possible if a product arrives damaged, appears to have a manufacturing defect, is missing an essential accessory, or is different from the product ordered.

For this policy, a confirmed manufacturing defect is a problem that, after reasonable assessment of the available information, is determined to have existed when the product was delivered, resulted from its materials, components, or assembly, and materially affects its normal function, safety, or condition as advertised.

A cosmetic mark, scratch, or dent visible when the product is first received may be treated as a product defect or shipping damage depending on its severity, location, packaging condition, and the available evidence. A minor cosmetic variation that does not materially affect normal use or the product's condition as advertised is not automatically a manufacturing defect.

Manufacturing defects do not include normal wear, damage occurring after delivery, accidental or customer-caused damage, incorrect installation or use, unauthorized modification, compatibility issues not caused by the product, or dissatisfaction based only on personal expectations.

We may request photos, videos, test results, troubleshooting information, or other evidence reasonably related to the reported issue. A product-quality claim will not be confirmed until the necessary assessment has been completed.

If the available information does not establish a manufacturing defect, shipping damage, or fulfillment error, the request will not be handled as a product-quality claim. You may still request a change-of-mind return if the applicable deadline and conditions are met.

For a confirmed issue, KryoZon will provide the remedy required by applicable law and, where permitted, may offer repair, replacement, or another appropriate resolution. We will provide instructions if the original product needs to be returned.

If a return is required for a confirmed manufacturing defect, shipping damage, or fulfillment error, KryoZon will bear the necessary and reasonable return cost as required by applicable law.

5. EUROPEAN UNION RIGHT OF WITHDRAWAL

If you are a European Union consumer and the statutory right of withdrawal applies to your order, you may notify us that you are withdrawing from the purchase within 14 calendar days after receiving the product. You do not need to provide a reason.

Send your withdrawal notice to support@kryozon.com. You may use the model withdrawal form at the end of this policy, but using the form is optional.

You must send the product back within 14 calendar days after communicating your withdrawal and follow the return instructions we provide. The return destination may be located in Mainland China.

You are responsible for the direct return cost unless KryoZon agrees to bear it or applicable law requires otherwise. This may include tracked international shipping and appropriate packaging.

6. CONDITION OF EU RETURNS

You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics, and basic functioning.

If handling or use exceeds what is necessary for that inspection and reduces the value of the product, KryoZon may deduct the corresponding diminished value to the extent permitted by applicable law.

The actual authorized product and its included accessories must be returned. Sending an empty parcel, unrelated contents, or a different product does not satisfy the return requirement.

7. REFUND PROCESSING

Except where mandatory law requires otherwise, a change-of-mind refund will be processed only after the authorized product and required contents arrive at the return address and have been opened, identified, and inspected.

Eligible refunds are normally submitted to the original payment method within 10 business days after inspection. Your bank or payment provider may require additional time to post the refund.

For a European Union statutory withdrawal, we may withhold reimbursement only until we receive the returned product or legally sufficient evidence that the product was sent back, whichever occurs first. We normally inspect returned products promptly after arrival.

If a product is used beyond what is necessary for inspection, damaged, returned with missing parts, or otherwise reduced in value, KryoZon may adjust the refund amount to the extent permitted by applicable law.

An empty parcel, substituted product, unrelated contents, or incomplete return is not eligible for a refund. If a refund has already been processed before such a discrepancy is discovered, KryoZon reserves the right to recover the incorrect payment and take other action permitted by law.

Submitting a refund request does not allow a customer to keep the product and receive a refund unless KryoZon expressly approves a return-free resolution.

8. NON-RETURNABLE ITEMS

The following are not eligible under KryoZon's commercial change-of-mind return policy:

products returned outside the applicable return period;
opened or used electronic products;
incomplete products or products with missing accessories;
products damaged or modified after delivery;
products not returned in their original condition and packaging;
products clearly marked as final sale before purchase; and
products sent to an address not provided for the return.

This section does not limit consumer rights that cannot legally be limited under applicable law.

9. CONTACT INFORMATION

Trade name: KryoZon
Legal entity: SILICARB DYNAMICS (HK) LIMITED
Email: support@kryozon.com
Registered office: RM B, Unit 9, 7/F, Wah Shing Centre, No.11 Shing Yip Street, Kwun Tong, Hong Kong

The registered office in Hong Kong is not a product return address. The applicable return address will be provided after we receive your return request.