Returns & Refunds

Retures

Seven (7) Days Return Policy

If, for whatever reason, you are not satisfied with the purchased product, you may return the product within 7 days of the purchase date.

You can apply for a return if you meet the following conditions:

√ Within 7 natural days after the customer receives the goods, the product has no manufacturing defects, the product packaging, accessories, gifts, and instructions are complete, and there is no artificial damage, and it has not been activated for use, which does not affect secondary sales.

√ Within 7 natural days after the customer receives the goods, it is found that the product has a performance failure that is not artificially damaged.

We have the right to refuse the customer’s return request in the following cases:

× If the request for return is made more than 7 natural days from the date of receipt.

× The returned product is incomplete, the outer packaging, accessories, gifts, instructions are incomplete, or the appearance is damaged due to artificial reasons.

× Failure to provide legal proof of purchase or documents when returning goods, or to forge or alter documents.

× Collision and burnout not caused by quality problems of the product itself, as well as product quality problems caused by man-made unauthorized modification, entry of foreign objects (water, oil, sand, etc.), incorrect installation, and failure to use and operate according to the instructions in the manual.

× Tear up, alter labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc..

× Products damaged due to unavoidable factors, such as fire, flood, lightning strike, traffic accident and other force majeure.

× After contacting KTC to confirm the return service, the corresponding item was not sent within 7 natural days.

× Other situations described in the policy.

How do I return an item?

1. Please reach out to KTC customer support to initiate a return. Please state the reason for return and provide an invoice or screenshot to confirm the order number.

2. KTC support will share the corresponding return address with you within 24 working hours.

3. For the refund to be processed in a timely manner, please be sure to send a return notification to KTC with the following information:

Name of the courier

Tracking number

How long does it kake to get a refund?

Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-5 working days.

Replacements

Once the unit is returned, we will ship out a replacement and you’ll receive shipment notification as well.

It will take around 3-5 business days to deliver once the replacement has been shipped out.

If any question, pls feel free to contact us:

Call at: +86 0755-33617085

Email to: support@ktcplay.com (North America) / support.eu@ktcplay.com (Europe)

Deliver to: No. 4023, Wuhe Road, Bantian, Longgang, Shenzhen, Guangdong, CN