Refund policy
🟦 RETURNS & REFUNDS POLICY — Kimeo UK
Last updated: 22/04/2026
At Kimeo UK, customer satisfaction is important to us.
If you are not fully satisfied with your purchase, you may request a return or refund under the conditions outlined below.
🟩 1. Return Period
You have 30 days from the date of delivery to request a return or refund.
Requests made after this period may not be accepted unless the item is faulty or defective.
🟩 2. Eligibility for Returns
To be eligible for a return, items must be:
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unused,
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undamaged,
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in their original packaging where applicable.
Returns are not accepted for:
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personalised or custom-made items,
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unsealed hygiene products,
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digital downloads,
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gift cards.
🟩 3. How to Request a Return
To request a return, please contact us at:
📧 shopkimeo@gmail.com
Please include:
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your full name,
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order number,
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reason for the return,
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photos if the item is damaged or faulty.
We typically respond within 24 to 48 business hours.
🟩 4. Return Address
Return addresses : FLAT 2304, 23/F HO KING, COMM CENTRE, 2-16 FA YUEN STREET, MONG KOK, HONG KONG .
⚠️ Do not return any item without receiving instructions first.
Items returned without authorisation may be lost and cannot be refunded.
🟩 5. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless:
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the item is faulty,
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the item arrived damaged,
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or an incorrect item was sent.
We strongly recommend using a tracked shipping service.
Kimeo UK is not responsible for items lost during return transit.
🟩 6. Faulty, Damaged, or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery.
In such cases, we will:
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cover the return shipping costs,
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and offer either a replacement or a full refund, according to your preference.
Evidence (photos or videos) may be required.
🟩 7. Refunds
Once the returned item has been received and inspected, we will notify you of the approval or rejection of your refund.
If approved, refunds are processed to the original payment method within:
⏳ 3 to 10 business days
Original shipping fees (if applicable) are non-refundable unless the return is due to our error.
🟩 8. Exchanges
We replace items only if they are defective, damaged, or incorrect.
To request an exchange, please contact:
📧 shopkimeo@gmail.com
🟩 9. Order Cancellation
Orders may be cancelled within 12 hours of purchase.
After this period, the order may already be processed or shipped.
If shipped, you must wait for delivery and then request a return.
🟩 10. Non-Refundable Items
The following items cannot be refunded:
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personalised products,
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unsealed hygiene products,
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digital content,
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gift cards,
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items marked as “final sale”.
🟩 11. Late or Missing Refunds
If you have not received your refund after 10 business days:
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Check with your bank or payment provider
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Verify the original payment method
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Contact us at shopkimeo@gmail.com
We will assist you in resolving the issue.
Company Information
Company Name: QUETZAL BALAM LIMITED
Registration: 80249274
Address: FLAT 2304, 23/F HO KING, COMM CENTRE, 2-16 FA YUEN STREET, MONG KOK, HONG KONG
Website: kimeo.co.uk
Email: shopkimeo@gmail.com
Phone number: +1 774 361 11 13