Returns & Exchanges Policy
We want you to be happy with your KTVMOTO purchase. If you need to return or exchange an item, our team is here to help.
1. Order Changes and Cancellations
To request an order change, address correction, or cancellation, email service@ktvmoto.com within 24 hours of placing your order. Please include your order number and the details of your request.
After 24 hours, your order may already be in processing, which can limit our ability to make changes or stop dispatch. We’ll confirm what is possible based on your order’s status.
This processing window does not affect any statutory right to cancel or return your purchase.
2. Our 30-Day Return Period
You may request an eligible return or exchange within 30 days of receiving your order.
If a product develops a problem after this period, please contact us about any applicable warranty support or statutory rights. The 30-day return period does not replace or limit those rights.
3. How to Request a Return
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Email service@ktvmoto.com with your order number and the reason for your return.
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Our team will review your request and provide return instructions and the correct return address.
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Send the item to the address provided, then email us your return tracking details or proof of postage.
Please do not send returns to the address printed on the original shipping label. Use the return address provided by our customer service team.
We recommend using a reliable carrier with tracking. Keep your proof of postage until your return has been resolved.
4. Return Conditions
For returns because you changed your mind or the item is unsuitable, products should be in a condition suitable for resale, with their included parts and accessories. Careful inspection or trying on, where permitted by applicable law, does not automatically make an item ineligible for return.
Under our voluntary 30-day return policy, we may decline requests involving:
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Customer-caused damage unrelated to a product defect.
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Missing parts or accessories for reasons unrelated to our error.
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Return requests made outside the 30-day period.
These conditions do not exclude valid claims for faulty, damaged, or incorrectly supplied products, or limit applicable warranty or statutory rights.
5. Return and Exchange Shipping Costs
| Reason for Request | Who Pays? |
|---|---|
| Return because you changed your mind or the item is unsuitable | You are responsible for return shipping. |
| Exchange for personal preference, such as a different size or style | You are responsible for applicable shipping charges and any additional price difference. |
| Return or replacement because we sent an incorrect, damaged, or defective item | KTVMOTO covers the return and replacement shipping costs. |
We’ll confirm the return arrangements and any applicable charges before proceeding. Where consumer law requires us to cover a cost or provide an additional remedy, we will do so.
6. How to Request an Exchange
Email service@ktvmoto.com with your order number, the reason for the exchange, and the item, size, or color you would like to receive.
If the item is incorrect, damaged, or defective, please include photos of the product and packaging, including the shipping label, where possible. These help us review the issue and arrange an appropriate solution.
Once we receive and assess your return, approved exchanges are processed within 1 business day.
Delivery times depend on the destination and shipping method. Please refer to our Shipping Policy for the applicable delivery estimates.
7. Refunds
For approved returns, we issue a full refund of the price paid for the returned items to your original payment method, such as PayPal or your credit or debit card.
We normally complete the return inspection and process the refund within 7 business days of receiving your return. Any refund of original shipping charges will be handled in accordance with applicable law.
Where statutory refund rights apply, we meet the applicable legal deadline and accept evidence of return shipment where required by law. Our inspection process will not extend that deadline.
Your bank or payment provider may need additional time to post the refund after we issue it. This posting time is separate from our refund processing time.
8. Delayed or Missing Refunds
If your refund is not showing in your account:
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Check the account or payment method used for the original purchase.
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Contact your bank, card issuer, or payment provider to ask whether the refund is still being processed.
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If you still need help, email service@ktvmoto.com with your order number so we can check the refund status.
9. Contact Us
For return, exchange, cancellation, or refund assistance, contact:
Email: service@ktvmoto.com
KTVMOTO Team
Nothing in this policy limits your statutory rights under applicable consumer protection law.
