Refund Policy
Refund Policy
Last Updated: September 20, 2026
At kinovexa, we want every product to become part of a slower, more considered coffee, tea, and everyday drink ritual. We understand that choosing brewing tools, glassware, ceramic pieces, drinkware, serving accessories, storage products, and travel coffee essentials online may involve considerations such as size, material, capacity, finish, compatibility, intended use, style, and personal preference.
This Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through the kinovexa online store.
kinovexa is operated by Chengdu Jingcheng Hengyi Network Technology Co., Ltd.
Brand: kinovexa
Legal Entity: Chengdu Jingcheng Hengyi Network Technology Co., Ltd.
Registered Address: No. 3-204, Attached Building 3, Jinxing North Road, Wuhou District, Chengdu City, Sichuan Province
Email: service@kinovexa.com
1. Our 30-Day Return Period
You have 30 days from the date your order is delivered to request an eligible return.
For a voluntary return, the product should generally be:
Unused other than reasonable inspection where permitted · Undamaged · Clean and dry · Complete · Free from coffee, tea, beverage residue, odors, stains, food residue, oils, or other substances · Free from signs of extended use · With all applicable pieces and components included · With applicable tags intact · Returned with original packaging, instructions, lids, filters, infusers, inserts, accessories, protective packaging, and supplied materials where reasonably possible
For products intended to come into contact with beverages, food, heat, or hot water, or for products made from glass, ceramic, metal, insulated materials, or similar components, return eligibility may depend on the product remaining in a condition suitable for voluntary return.
A valid order number or other proof of purchase is required.
You must contact us before returning the product.
Nothing in this policy limits mandatory consumer rights.
2. Return Country & Authorized Return Address
Return Country/Region: China
Eligible returns are processed through an authorized return-processing warehouse in China.
The return-processing address is not necessarily the same as our registered company address.
The following address:
No. 3-204, Attached Building 3, Jinxing North Road, Wuhou District, Chengdu City, Sichuan Province
is our registered business address and should not be used for product returns unless kinovexa customer service specifically instructs you in writing.
Before sending a return, contact:
If approved, we will provide:
Return authorization · The authorized warehouse address · Packaging instructions where applicable · Return-shipping instructions
Returns sent to unauthorized addresses may be delayed, refused, lost, or unable to be processed.
3. Damaged, Defective, Missing or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If your order:
Arrives damaged · Contains a defective product · Is missing an item or component · Contains an incorrect product
please contact service@kinovexa.com, preferably within 48 hours of delivery where reasonably possible.
Please include:
Your order number · A description of the issue · Clear product photographs · Photographs showing the issue · Photographs of the packaging · Shipping-label photographs where relevant
If the product includes multiple pieces, lids, filters, infusers, handles, seals, inserts, cases, detachable components, accessories, or other supplied parts, please include photographs showing the received contents where reasonably possible.
For damaged glass or ceramic products, please avoid handling broken or sharp pieces unnecessarily.
Please retain the product, packaging, and included components until instructions are provided.
After review, we may provide:
Replacement · Refund · Another appropriate solution
The requested 48-hour reporting period does not limit statutory rights.
4. How to Initiate a Return
Step 1 — Contact Us
Email service@kinovexa.com with:
Your order number · The product you wish to return · Your reason for return
Step 2 — Receive Return Authorization
If eligible, we will provide:
Return approval · Authorized return address · Return instructions · Other information necessary to complete the return
Step 3 — Package Your Return
Securely package the product and all applicable components.
Where reasonably possible, include:
Original packaging · Product parts and accessories · Lids · Filters · Infusers · Seals · Inserts · Instructions or manuals · Tags · Carrying or storage cases · Protective packaging · Other supplied materials
Please make sure fragile, glass, ceramic, metal, detachable, insulated, or structured components are packaged securely so they are not damaged or lost during return transportation.
For glass and ceramic products, use appropriate protective packaging.
For beverage-contact products, make sure the item is clean and dry before packing.
Step 4 — Ship Your Return
Send the approved return only to the authorized address provided by kinovexa customer service.
We recommend using a trackable shipping method and retaining the receipt until the refund process is completed.
5. Return Shipping Costs
For voluntary returns involving:
Change of mind · Product preference · Size preference · Color or finish preference · Capacity preference · Compatibility preference · Style preference · Material preference · Other non-quality-related reasons
return shipping costs are generally the customer's responsibility unless applicable law requires otherwise.
Because the authorized return facility is located in China, customers should review international return-shipping costs before returning an item.
If we confirm that the product was defective, damaged during transit, missing components, or incorrectly supplied, we will provide an appropriate solution and cover reasonable return-related shipping costs where required by applicable law.
6. Processing Your Refund
Once an authorized return is received and inspected, we will notify you whether the refund has been approved.
If approved:
Refunds are normally processed within 3–5 business days after inspection · Refunds are generally issued to the original payment method · Banks or payment providers may require an additional 5–10 business days to display the refund
For voluntary returns, original shipping charges, expedited shipping, insurance, customs charges, and other non-refundable delivery costs may not be refunded where permitted by applicable law.
If more than 10 business days have passed since we confirmed your refund was issued, contact your payment provider first and then contact:
7. Non-Returnable Items
The following may not qualify for voluntary return except where defective or where applicable law requires otherwise:
Products used beyond reasonable inspection · Products that have been materially altered or modified · Products with missing lids, filters, infusers, seals, accessories, inserts, cases, or supplied components · Products that are damaged, broken, cracked, chipped, dented, stained, or materially altered · Products showing significant wear · Products containing coffee, tea, beverage residue, food residue, odors, stains, oils, or other substances · Used mugs, servers, teapots, tumblers, bottles, kettles, infusers, or other beverage-contact products where their condition prevents voluntary return · Products exposed to heat or heating methods beyond reasonable inspection where applicable · Products with missing instructions, packaging, or supplied materials where these form part of the product · Personalized or customized products · Made-to-order products · Gift cards · Products clearly identified as final sale where legally permitted
Products damaged because of misuse, unsuitable heating, excessive force, improper cleaning, sudden temperature change, incompatible use, unauthorized modification, improper storage, neglect, or use inconsistent with supplied instructions may also be excluded from voluntary return where permitted by applicable law.
This does not affect rights relating to products that were defective, damaged, or incorrectly supplied when delivered.
8. Product-Specific Return Considerations
Because kinovexa offers different types of coffee, tea, drinkware, serving, and travel products, return eligibility may depend on the nature and condition of the individual item.
Ceramic Pour-Over Products
Products such as the StoneDrip Ceramic Pour-Over Dripper should generally be returned:
Unused other than reasonable inspection · Clean · Dry · Complete · Free from cracks, chips, coffee residue, stains, or material damage
A dripper that has been used repeatedly for brewing, damaged through impact, exposed to unsuitable conditions, or returned with material staining may not qualify for voluntary return where permitted by law.
If the product arrived cracked or chipped, please contact us before use.
Glass Coffee Servers, Mugs, Teapots & Tea Cups
Products such as:
ClearBrew Glass Coffee Server · DailyCup Double-Wall Glass Mug · StillLeaf Glass Teapot · AmberCup Tea Cup Set
should generally remain:
Unused other than reasonable inspection · Clean · Dry · Complete · Free from chips or cracks · Free from beverage residue · With applicable lids, infusers, or other supplied components
Glass damaged after delivery through dropping, impact, sudden unsuitable temperature changes, improper cleaning, or misuse may not qualify for voluntary return where permitted by law.
If a glass product arrives damaged, please contact us before using or disposing of it.
Gooseneck Kettles
The SlowPour Gooseneck Kettle should generally be returned complete, clean, dry, and undamaged.
Where applicable, return the kettle with all originally supplied components and instructions.
Material use, heat exposure, discoloration, damage caused by an unsuitable heat source, dents, scratches, or other signs of extended use may affect voluntary return eligibility where permitted by law.
Please review product-specific heat-source and use instructions before operating the kettle.
Tea Infusers
The SteepNest Tea Infuser should generally remain unused other than reasonable inspection if you may wish to return it.
Visible tea residue, staining, deformation, clogging caused by extended use, or damage to fine filtering components may affect voluntary return eligibility.
Serving Trays
The RitualTray Serving Tray should generally be returned:
Complete · Clean · Dry · Undamaged · Free from stains · Free from deep scratches, dents, heat damage, or structural alteration
Damage caused through overloading, dropping, unsuitable heat exposure, cutting, or modification may affect voluntary return eligibility.
Travel Tumblers & Insulated Bottles
Products such as the:
CarryBrew Travel Tumbler · SipLock Insulated Bottle
should generally remain:
Unused other than reasonable inspection · Clean · Dry · Complete · Free from beverage residue or odors · With all lids, seals, and supplied components included
Extended beverage use, staining, odors, missing lids or seals, dents, damage, or material alteration may affect voluntary return eligibility.
If you may wish to return the product, avoid filling it with beverages beyond what is reasonably necessary for inspection where applicable.
Coffee Storage Canisters
The BeanVault Coffee Canister should generally be returned:
Clean · Dry · Complete · Free from coffee beans, grounds, oils, odors, or residue · With the applicable lid and supplied components
Extended storage use or contamination with food, coffee residue, oils, moisture, or other substances may affect voluntary return eligibility.
Travel Coffee Kits
The BrewCase Travel Coffee Kit should generally be returned with all applicable included components.
Missing accessories, compartments, inserts, straps, cases, or other supplied pieces may affect voluntary return eligibility.
If the kit includes multiple individually packaged components, please retain those items and packaging where reasonably possible.
Use, staining, beverage residue, structural damage, or loss of included pieces may affect eligibility.
9. Exchanges
If you would like another:
Product style · Size · Color · Finish · Capacity · Design · Available variation
please contact:
Depending on the circumstances and product availability, the most efficient process may be to return the eligible original product and place a new order.
Our customer care team will provide applicable instructions.
10. Order Cancellation
Contact service@kinovexa.com as soon as possible if you wish to cancel an order.
We will make reasonable efforts to accommodate cancellation requests before fulfillment or dispatch begins.
If an order has already been processed or shipped, it may need to be handled through the return process.
11. Mandatory Consumer Rights
Nothing in this Refund Policy excludes, restricts, or limits statutory warranties, remedies, refund rights, or consumer protections that cannot lawfully be excluded.
Where mandatory law provides more favorable rights, that law will apply.
Have a Question?
If you have questions about a return, refund, exchange, damaged item, product compatibility, product-care issue, or missing product component, please contact our customer care team.
Brand: kinovexa
Legal Entity: Chengdu Jingcheng Hengyi Network Technology Co., Ltd.
Registered Address: No. 3-204, Attached Building 3, Jinxing North Road, Wuhou District, Chengdu City, Sichuan Province
Return Country/Region: China
Email: service@kinovexa.com
Important: The registered company address above is not the standard product return address. Approved returns must be sent to the authorized return-processing warehouse provided by kinovexa customer service.
kinovexa is operated by Chengdu Jingcheng Hengyi Network Technology Co., Ltd.
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