Return & Exchange Policy

1.  How to apply for an exchange?

All the products purchased cannot be exchanged unless the product is found to be damaged or defective on delivery.

To be eligible for exchange, the product must be unused, unopened and in the same condition as you received it. Please include the original packaging, tags, certificates, manufacture warranty card, instructions, gifts and all other accessories, etc., when returning the products for exchange. The packaging must be undamaged with tags intact and attached to the item. Returned items that do not meet our policy will not be accepted and will be sent back to the customer.

Certain designated products are not eligible for exchange under any circumstances, this will be so stated when you place your order.

To make a request for exchange, please follow the procedure below:

  1. Please record the damage or defect clearly by taking photo(s) or video(s) and email us at enquiry@k11designstore.com within 10 days of receipt or collection of your order.
  2. We will reply to your email with confirmation of whether the product is eligible for exchange, and if eligible, with instructions on how to return the product.
  3. The exchange process will take approximate 10 working days upon our receipt of the product.
  4. The return and exchange process will be the method of delivery of your original purchase. For example, if your original order was collected from our physical store, you must visit our physical store for return and exchange, and for return and exchange of a product delivered by local delivery, the delivery cost of the exchange will be borne by us.
  5. Returned item(s) deemed eligible for exchange will only be replaced with a new item of the same product. If the product is out of stock, a refund will be effected by crediting your account via your original payment method. Such refund can take up to 10 working days to show on your account due to varying processing times between payment providers.

Exchange can only be effected once for each order.

Coupon(s) used at the time of purchase will not be refunded or re-issued under any circumstances.

2. What products are non-exchangeable ?

Any opened, used or products damaged by customer will not be eligible for exchange (or, where applicable, refund).

Certain designated products are not eligible for exchange under any circumstances, this will be so stated when you place your order.

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