Frequently Asked Questions

If you receive a DOA item, please test it immediately after delivery. If it is defective, contact our support team within 2 working days and we will resolve it promptly.

Usually no return is required. Before we ship a replacement, please email us at sales@ksendalo.net with your order number, product name, problem description, production license / product standard numbers, and a video or photos. Once approved, we will arrange the replacement.

Once the package has been shipped, we cannot accept cancellations or refunds, as returned packages cannot be traced at the airport. If the package has already arrived in your country, you may return it unopened in good condition at your own shipping cost.

Most countries deliver without contacting the recipient. If tracking shows delivered but you cannot find it, contact your local post office as soon as possible to prevent loss.

It depends on your local post office. We recommend signing in person to avoid theft or misplacement.

No. We do not accept temporary addresses, as packages delivered there are easily lost.

If it is lost before the flight to your country, we will reship or refund. If it is lost during customs clearance or after arrival, we will deduct the shipping cost and compensate half of the payment, or reship it after you pay the shipping cost.

If tracking has not updated for 2 months or more, we will refund half of the purchase fee or reship the item, but you must cover the shipping fee.