Return, Exchange & Refund Policy

Kestrelrion (hereinafter referred to as “we,” “us,” or “our”) provides this Return, Exchange & Refund Policy to explain the conditions and procedures for returning products, requesting an exchange, and receiving a refund for purchases made through our online store.

This policy applies to eligible purchases unless a different return or warranty right is required by applicable law. Nothing in this policy is intended to limit any rights that cannot lawfully be waived or restricted.

1. Return and Exchange Period

I. Eligible products may be returned or exchanged within 30 calendar days after the date of delivery.

II. The return or exchange request must be submitted within the applicable 30-day period. We recommend contacting us as soon as possible after delivery if you identify any issue with your order.

III. The applicable return period is determined by the delivery date shown in the available order or carrier records.

IV. A return or exchange must be authorized by us before the product is sent back. Unauthorized returns may result in processing delays.

2. Eligible Return and Exchange Reasons

I. Product Appearance Issues
If a product arrives with visible damage, significant cosmetic defects, or other material appearance issues that were not reasonably disclosed before purchase, please contact us promptly with photographs or video showing the condition of the product and its packaging.

II. Product Quality Issues
If a product has a material manufacturing or quality defect, please provide photographs or video and a description of the issue so that we can evaluate the request and determine the appropriate resolution.

III. Unusual Odor or Significant Color Difference
If a product arrives with an unusually strong or persistent odor, a significant color difference, or another material condition that differs substantially from the product information presented on our website, please contact us with supporting photographs or video.

IV. Incorrect or Mismatched Product
If the product received materially differs from the product ordered, including an incorrect item, size, configuration, or other material product discrepancy, please contact us promptly so that we can review the order and arrange an appropriate resolution.

V. Returns Without a Product Defect
If you change your mind or no longer want the product, you may request a return within the 30-calendar-day return period, subject to the conditions and return shipping provisions described in this policy.

VI. Condition of Returned Products
For a return without a product defect, the product should be returned in its original condition, with all reasonably included parts, accessories, and packaging where available. Products that have been materially used, damaged, altered, or returned incomplete may not qualify for a full refund.

3. Return Procedure

I. Submit a Return Request
To request a return, contact us by email or telephone and provide your order number, payment confirmation or other order verification information, the reason for the return, and relevant photographs or video showing the product and the issue, when applicable.

II. Review and Authorization
Our customer service team will review your request and communicate the result using the contact information associated with your order. If the return is approved, we will provide the return instructions and the designated return address.

III. Send the Product to the Designated Return Address
Unless otherwise instructed, approved returns should be sent to:

36 Grand Junction Blvd
Orlando, FL 32835
United States

A return label may be included with the package where applicable. Please follow the return instructions provided with your approved return. Do not send a product to a different address unless we specifically instruct you to do so.

IV. Return Shipment
The product should be packaged securely to reduce the risk of damage during return transportation. We recommend retaining the return shipment receipt and tracking information until the return has been received and processed.

V. Inspection and Resolution
After the returned product is received, we will inspect it to determine whether it meets the applicable return conditions and whether the reported issue is consistent with the information provided in the return request. If the return is approved after inspection, we will arrange the applicable refund in accordance with our refund procedures.

For additional information about refund timing and payment methods, please refer to our Payment Policy and the refund provisions below.

4. Exchange Procedure

I. Submit an Exchange Request
To request an exchange, contact us by email or telephone and provide your order number, payment confirmation or other order verification information, the reason for the exchange, and relevant photographs or video when applicable.

II. Exchange Authorization
Our customer service team will review the request and communicate the result using the contact information associated with your order. If the exchange is approved, we will provide the return instructions and designated return address.

III. Return the Original Product
Approved exchange returns should be sent to:

36 Grand Junction Blvd
Orlando, FL 32835
United States

Please wait for our return instructions before sending the product and use the return method specified in the approval notice.

IV. Inspection and Replacement Shipment
Once the returned product is received, we will inspect it to determine whether it meets the applicable exchange conditions. If the exchange is approved after inspection, we generally expect to ship the replacement product within 1–3 business days.

V. Delivery of Replacement Product
The replacement shipment will be sent to the applicable delivery address associated with the order, subject to carrier availability. For additional information regarding processing and delivery times, please refer to our Shipping Policy.

5. Refund Procedure

I. Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase, unless otherwise required by applicable law or expressly agreed with the customer.

II. Accepted Card Networks

Depending on the payment methods available at checkout, payments may be processed through card networks including Visa, Mastercard, American Express, JCB, Discover, and Diners Club.

III. Refund Processing by Us

For approved returns, we will generally initiate the refund within 1–3 business days after the return has been received and the applicable inspection or review has been completed. This processing estimate does not extend or replace any shorter deadline required by applicable law.

IV. Time for Funds to Appear

After we initiate the refund, the funds generally appear in the original payment account within 5–10 business days. The actual time may vary depending on the payment provider, card issuer, and financial institution.

V. Delayed Refunds

If the refund has not appeared after the estimated processing period, please contact us at care@kestrelrion.com. We will review the refund status and assist you with any available information.

VI. Original Shipping Charges

For returns involving defective, damaged, incorrect, or materially misdescribed products, shipping charges and other costs will be handled in accordance with applicable law and the circumstances of the case.

For returns made without a product defect or fulfillment error, original shipping charges may be non-refundable, except where a refund is required by applicable law or expressly stated in the terms applicable to the order.

VII. Statutory Refund Rights

Nothing in this policy limits any mandatory statutory refund rights. Where a statutory withdrawal right applies, the applicable legal refund deadline takes precedence over the estimated processing and payment settlement times stated above.

6. Return Shipping and Other Fees

I. Product-Related Issues
When a return is approved because the product arrived damaged, has a qualifying quality defect, has a material undisclosed appearance or odor issue, or materially differs from the product ordered, we will be responsible for the applicable return shipping cost in accordance with the return instructions we provide.

II. Returns Without a Product Defect
For a return based solely on a change of mind or other reason not caused by a product defect or fulfillment error, the customer is responsible for the applicable direct return shipping cost.

III. Large and Bulky Furniture
Because furniture may require specialized or oversized return transportation rather than ordinary parcel service, the applicable estimated direct return shipping cost for a large or bulky item will be provided before the return is authorized when the customer is responsible for the return shipping cost.

IV. Return Cost Disclosure
Where a customer is responsible for return shipping, we will communicate the applicable return shipping estimate or available cost information before the return is authorized. The customer may then decide whether to proceed with the return.

V. No Unauthorized Deductions
We will not apply an undisclosed restocking fee or other return charge that has not been communicated in the applicable return terms.

7. Responsibility and Return Limitations

I. Customer Responsibility
Customers are responsible for providing accurate order information, following the approved return instructions, packaging returned products appropriately, and retaining shipment tracking information until the return has been received.

II. Product Condition
For returns based on a change of mind or other non-defect reason, the product must be returned in the condition required by this policy. Damage caused after delivery through improper use, handling, assembly, modification, or other customer-related circumstances may affect eligibility for a return.

III. Product Issues
If a product arrives damaged, defective, incorrect, or materially different from the product ordered, please contact us promptly and provide sufficient information for us to evaluate the issue.

IV. Exchange Availability
An exchange is subject to the availability of the requested replacement product. If the same product is unavailable, we will communicate the available resolution.

V. Legal Rights
Nothing in this policy limits or excludes any consumer right, remedy, warranty, or protection that cannot lawfully be limited or excluded under applicable law. Where a mandatory legal remedy applies, that remedy will take precedence over any conflicting provision of this policy.

8. Contact Us

For return, exchange, refund, or product-related questions, please contact us using the information below.

Kestrelrion

Address:
36 Grand Junction Blvd
Orlando, FL 32835
United States

Phone:
+1 (407) 295-8461

Email:
care@kestrelrion.com

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM Central European Time (CET)

Please include your order number whenever contacting us about an existing order so that we can locate the relevant purchase information and assist you efficiently.

9. Related Policies

For complete information concerning shipping, order cancellation, payment, warranty, terms, privacy, and other purchasing matters, please review the corresponding pages on our website.

Shipping Policy: Shipping Policy

Returns & Refunds: Returns & Refunds

Order Cancellation Policy: Order Cancellation Policy

Terms of Service: Terms of Service

Privacy Policy: Privacy Policy

Cookie Policy: Cookie Policy

Warranty Policy: Warranty Policy

Payment Policy: Payment Policy

Legal Notice: Legal Notice

About Us: About Us

Contact Us: Contact Us