Last updated: 08/12/2025

Thank you for shopping at Kiepi.com. We want you to feel confident and secure when purchasing your Kiepi™ Smart Massager. This policy explains how returns, refunds, and exchanges work.

1. Return Window

You may request a return within 14 days from the date you received your order. After 14 days, returns and refunds are no longer eligible.

2. Conditions for Returns

To be eligible for a return:

• The item must be unused and in original condition.

• All original packaging, accessories, and manuals must be included.

• An order number or receipt is required.

Items showing signs of use or missing accessories may be denied or refunded partially.

3. How to Start a Return

Please email us at support@kiepi.com and include:

• Your order number

• The item(s) you want to return

• The reason for return

• Photos or videos if the item is damaged or defective

We will reply within 24 hours with the correct return instructions and return address.

4. Return Shipping Costs

We cover return shipping (Free Return) if:

• The product arrived damaged or defective

• Your package arrived incomplete

• You received the wrong item (rare, as we currently offer one model and one color)

Customer pays return shipping if:

• You changed your mind

• You ordered by mistake

• You want to return a product after it has shipped

Return shipping must be trackable. We are not responsible for lost return packages.

5. Refund Processing

After receiving and inspecting your return, we will process your refund within 5 business days. Refunds are issued to your original payment method (Stripe, PayPal, or credit card).

Your bank may require an additional 3–10 business days to display the refund.

Shipping fees and express delivery fees are non-refundable.

6. Non-Refundable Situations

We cannot issue refunds in the following cases:

• Tracking shows “Delivered” but the package can't be located

• Delivery failed due to an incorrect or incomplete address

• The package was refused for personal reasons

• Customs duties were refused (if applicable)

• The return was sent to the wrong address

7. Damaged or Defective Products

If your Kiepi™ Smart Massager arrives damaged or defective, please:

• Contact us immediately

• Send clear photos or a video

• Keep the original packaging

We will send a free replacement or provide a full refund.

8. Lost Packages

If your package is stuck or lost in transit and has not been delivered within 60 working days, we will issue a full refund or reship your order.

9. Exchanges

Since our product currently comes in one model and one color, exchanges are available only for:

• Defective items

• Damaged items

In these cases, we will send a free replacement.

10. Order Cancellation

Before shipping: You may cancel your order for a full refund.

After shipping: The order cannot be canceled. You must wait to receive it and then request a return.

11. Customs Duties

Some countries may apply customs fees or taxes. These charges are the responsibility of the customer. Refusing to pay customs duties makes the order ineligible for a refund.

12. Late or Missing Refunds

If you haven’t received your refund, please:

• Check your bank account again

• Contact your card provider

• Contact your bank about processing times

If you still need help, contact us at support@kiepi.com.

Contact Us

If you have any questions about this Refund and Returns Policy, please contact us:
Email: support@kiepi.com
Website: Kiepi.com