Refund policy

KI COLLECTIVE, LDA
Comprehensive Return, Exchange & Refund Policy Guidelines

Merchant Business Entity: KI COLLECTIVE, LDA
Registered Operational Headquarters: R. da Boavista 147, 2500-404 Carvalhal Benfeito, Portugal
Official Customer Service Email: [email protected]
Authorized E-Commerce Storefront: 21yhbq-w3.myshopify.com
At KI COLLECTIVE, LDA (operating via 21yhbq-w3.myshopify.com), we take immense pride in delivering top-tier mobile phone accessories, including
precision-crafted mobile phone stands, shock-absorbent protective cases, and high-capacity portable power banks (power stations). We want you to be completely
satisfied with your purchase. This comprehensive Return and Refund Policy outlines the structured terms, eligibility requirements, timeframes, and step-by-step
procedures for returning items, exchanging merchandise, or securing refunds. By shopping with us, you explicitly accept and agree to the policies detailed below.
1. GENERAL ELIGIBILITY & THE 30-DAY RETURN WINDOW
We provide a 30-day return window starting from the exact date your shipment is successfully delivered, as verified by our logistics carrier tracking data. To
qualify for a return or exchange, items must meet rigorous condition standards:
Pristine Product State: Phone stands, phone cases, and portable power banks must be entirely unused, free from scratches, dents, or wear marks, and
maintained in their absolute original condition. Original Packaging & Accessories: All items must be returned inside their original retail boxes, complete with
all factory protective films, user manuals, charging cables (for power banks), and promotional inserts. Incomplete returns may be subject to restocking fees or
refusal. Proof of Purchase: Every return request must be accompanied by our official Shopify order confirmation email or a valid order reference number issued
by KI COLLECTIVE, LDA.
2. CATEGORY-SPECIFIC RETURN & SAFETY PROTOCOLS
Due to the electronic nature of certain mobile accessories and strict international transport safety regulations, different product categories adhere to specialized
inspection protocols:
ACCESSORY
CATEGORY

RETURN ELIGIBILITY CRITERIA SPECIAL HANDLING & SAFETY CONDITIONS

Portable Power
Banks

Unused, uncharged cycle count zero,
original packaging intact.

Must comply with lithium-ion battery shipping regulations; must be securely packaged in fire-
retardant cushioning. Used or swollen batteries are strictly non-returnable.

Mobile Phone Cases Unfitted or gently test-fitted without
stretching or cosmetic damage.

Must show no signs of drops, chemical exposure, discoloration, or modification. Custom-
engraved cases are final sale unless defective.

Phone Stands &
Mounts

Complete hardware, uninstalled adhesive
pads, functional joints.

All mounting screws, allen keys, and adjustment components must be fully accounted for in the
return package.
3. DEFECTIVE, DAMAGED OR INCORRECT ITEMS
If you receive a mobile accessory that arrives broken, structurally defective, or incorrect (e.g., wrong phone case model or incorrect power bank capacity), you must
notify our customer support team at [email protected] within 7 days of delivery. Please provide clear photographs or an unboxing video depicting the
defect. Upon verification, we will issue a prepaid return shipping label and ship a brand-new replacement or issue an immediate full refund at no additional cost.
4. STEP-BY-STEP RETURN PROCEDURE
Initiate Contact: Send an email to [email protected] including your Shopify order number, item SKU, and a detailed explanation of why you are
returning the product. Receive Return Authorization: Our support desk will review your submission within 48 business hours and provide a Return
Merchandise Authorization (RMA) number along with the designated return shipping address in Portugal. Secure Packaging: Carefully pack the mobile
accessories in a sturdy outer carton to prevent transit damage. Clearly write the RMA number on the exterior of the package. Shipment & Tracking: Mail the
package via a traceable shipping service. Customers are responsible for return shipping costs unless the item arrived defective or incorrect.
5. REFUND PROCESSING, TIMELINES & NON-REFUNDABLE ITEMS
Once your returned package is received at our facility at R. da Boavista 147, 2500-404 Carvalhal Benfeito, Portugal, our quality assurance team will inspect the
contents within 3 to 5 business days. If approved:
Refund Execution: Refunds will be automatically credited back to your original payment method (credit card, PayPal, or Shopify Payments) within 7–10
business days. Original shipping fees are strictly non-refundable. Exclusions: Clearance items, gift cards, and items damaged due to consumer misuse, water
exposure, or unauthorized modification are ineligible for refunds.
Need Assistance With Your Return?
Our dedicated support team is ready to help guide you through every step of the return or exchange process. Contact us anytime at
[email protected].
Registered Headquarters: R. da Boavista 147, 2500-404 Carvalhal Benfeito, Portugal | Storefront: 21yhbq-w3.myshopify.com