Return and exchange
Return Policy
1. Return Period
You can apply for a return within 30 days of receiving the goods.
If there is a quality issue, you can apply for after-sales service within 30 days.
2. Conditions for Returnable Items
To ensure the shopping experience of other customers, returned items must meet the following conditions:
Keep the item brand new, unworn, unwashed, and unaltered;
Tags, labels, packaging, and gifts must be intact;
No obvious signs of use: no odor, no tearing damage, no stains, no cosmetic residue;
Down jackets, coats, and other fluffy items must not be flattened or have any hard damage.
3. Situations Where Returns Are Not Possible
Returns are not supported in the following situations:
Worn, washed, or stained with obvious stains or odors;
Tags removed, accessories incomplete, or packaging severely damaged;
Exceeding the return application period.
4. Return Process
Contact customer service or submit a return request in your account backend.
Obtain the return address/label;
Pack the goods (it is recommended to keep the original packaging and protective materials);
Send the goods back to the warehouse and upload the tracking number.
Address: FLAT/RM C20, BLK C, 3/F, EAST SUN INDUSTRIAL CENTRE,
16 SHING YIP STREET, KWUN TONG, KL, HK
After the warehouse completes the inspection, the refund will be returned to the original payment method within 3-5 business days.
Exchange Policy
1. Exchange Request Time
Exchange requests can be submitted within 30 days of receipt.
Goods with quality issues can be exchanged for new ones within 30 days.
2. Supported Exchange Situations
Size not suitable
Style or color needs adjustment
Quality issues require replacement with the same style
3. Exchange Instructions
We will reserve inventory for you to ensure a smooth exchange process.
If the model or color of the exchange is out of stock, you can choose:
Exchange for other equivalent goods
Request a refund
Large items (down jackets, coats) will undergo a second quality inspection to ensure that the replacement item is flawless.
Free Shipping Return and Exchange Policy
The first return or exchange is free of charge; we will cover the shipping cost. For repeated returns and exchanges (multiple exchanges of the same item), the return shipping cost will be borne by the customer.
Quality Issue Guarantee
If any of the following occurs, we will provide a free replacement or a full refund:
Obvious holes, fraying seams
Severe loose threads, damaged zippers
Large areas of stains or problems that cannot be cleaned
Severe down leakage, insufficient filling, or other quality defects in the down jacket
Wrong color, wrong size, wrong style sent
All costs, including return shipping, will be borne by us.
Refund Method and Processing Time
After inspection and approval, we will complete the refund processing within 3-5 business days.
The refund will be processed through the original payment method.
If there are promotional discounts or coupons, the actual payment amount will be refunded; used coupon amounts will not be refunded.
Special Notes
Large items (down jackets/coats) are bulky; please return them in their original packaging to avoid damage during reshipment.
If the received package is damaged, please send an email to engage@kongsrs.com within 48 hours to report the issue, and we can arrange for a reshipment.
If the return is due to an incorrect address or no one being able to sign for the package, we will contact you for reshipment (additional shipping costs may apply).