Return & Refund Policy

Return eligibility

For change-of-mind returns, keep the item unused, complete and in its original packaging where reasonably possible, with proof of purchase. Email us before sending anything back so we can identify your order and provide return instructions. This process does not restrict rights relating to faulty, damaged or incorrectly supplied items.

How to request a return

1. Email service@kestralivo.com with your order number, the item and the reason for your request.
2. Wait for return instructions and confirmation of the return destination.
3. Pack securely and retain shipping proof and tracking until your return is resolved.

Return address

Hangzhou Xufulai Binaduo Trading Co., Ltd.
No. 158 Gaohong Street, Gaohong Town, Lin'an District, Hangzhou City, Zhejiang Province, China

This company address is the default return address. Please obtain instructions before sending your parcel. Do not send a return to a carrier address or an address printed on outbound packaging unless we expressly direct you to do so.

Return postage & damaged or incorrect items

Buyers pay return postage for personal preference or change-of-mind returns. If an item arrives damaged, defective or incorrect, contact us promptly with relevant details and photographs where available. We will discuss the appropriate return arrangements and remedy based on the issue and your legal rights; do not assume you must pay return postage for a problem we caused.

Inspection & refunds

Within 10 business days after we receive a return, we will inspect it and process an approved refund to the original payment method. We will contact you if information is missing or a return does not meet the stated conditions. Banks and payment providers may need additional time to post funds. If an expected refund has not appeared, check with your provider and then contact us.

Exchanges & order cancellation

Contact support about an exchange before returning the item; availability must be checked. A separate return and new order may be appropriate. Cancellation requests should be emailed as soon as possible and depend on preparation and dispatch status. If an accepted cancellation qualifies for a refund, it is returned to the original payment method.

Your statutory rights

Mandatory rights for faulty goods, incorrect supply and other protected circumstances remain available even when a change-of-mind return condition does not apply. This policy does not exclude or reduce those rights.