Return Policy

• There are a few important things to keep in mind when returning a product you purchased online from KMG:

You have 14 calendar days to return an refundable item from the date you received it, based on the following conditions:

·Condition 1: Item arrived damaged / The store shipped the wrong item/The product didn’t match its description:

Please provide the video evidence of damaged package and products / provide detailed description of product description mismatch and apply for a full refund within 3 calendar days.（Freight will be borne by KMG）

·Condition2: No longer need the item/Don’t like the item

Please provide the video evidence of damaged package and products, and apply for a partial refund within 14 calendar days.

·Condition3: A gift purchase was incorrect/Other reason

Please contact our customer service to negotiate special return policy within 14 calendar days.

• Only items that have been purchased directly from KMG (keepmovingo.com), either online or at an KMG Retail Store, can be returned to KMG. KMG products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
• Please ensure that the item you’re returning is repackaged with original box(package) and with all the cords, adapters and documentation that were included when you received it.
• There are some items, however, that are ineligible for return, including:
• 1.Opened software*
• 2.Electronic Software Downloads
• 3.Software Up-to-Date Program Products (software upgrades)
• 4.KMG Gift Cards

How to Return an Item

Ship your item back to KMG

To return an item to KMG, sign in to your Order Listing page with your KMG Account and password.

After you sign in, you will see the items from your recent orders. Select an item to go to the order details page. From there, use the Start a Return link below your item and then click the Get Started button. On the next page, confirm the items from your order that you’d like to return and select the Initiate Your Return button.

Next, read the instructions and select the Print Return Label button to print your shipping and any required hazmat labels. If you’re shipping multiple boxes, use the Print Return Label button again to print new labels for each box. We recommend using the original packaging if you are returning a computer.

You can either schedule a pickup with the carrier or drop off the package at any of the carrier’s locations.

Shipment fee:

For items under KMG standard return policy condition 1, the return shipping fee will be covered by KMG.

For returns in other circumstances, the customer shall bear the return shipping costs on their own.

Cancellation Policy

If your item is in Processing, you can cancel it online before it ships. Go to your Order Listing page and select an item to see your order details, then select Cancel Item.

Once you’ve submitted your cancellation request, the status message of that item will read Canceled or Pickup Canceled. If you canceled an item that was shipping to a physical address, you will not be billed for your item. If you canceled a pickup item, you may have been billed. We will initiate your refund immediately after you submit your cancellation request.

Refund Policy

Once we receive your item(with status described in return policy), a refund is initiated immediately.  The way your refund is processed depends on your original payment method:

• If you paid by Paypal, refunds will be sent to the original Paypal account within 15 business days of the receipt of the returned item (which fulfilled KMG return policy) or cancellation request. 
• If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 15 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
• Refunds on products purchased from KMG using an KMG Gift Card (or coupon code) will be issued to you as an coupon code by email.

Non-refundable Items list

Keeping a clear list of non-refundable items helps make your refund policy transparent and straightforward. This list should be easy for both customers and your team to find. Clearly stating which items cannot be returned reduces the chances of confusion, disputes, and unhappy customers. This shows you’re dedicated to a fair and reliable shopping experience.