01Scope of This Policy
This Returns & Refund Policy (hereinafter "this Policy") applies to all products purchased through the official website of KeXin New Materials (Guangdong) Co., Ltd. (operating under the brand "KeXinMaterials", hereinafter "we", "us"), including but not limited to protective cases, firearm cases, drone cases, medical device cases, tool cases and accessories.
This Policy forms part of the agreement governing your transactions with us, together with our Privacy Policy and Terms of Use. In the event of any inconsistency, the specific order confirmation and applicable laws shall prevail.
02Eligibility for Returns & Exchanges
You may request a return or exchange within 7 business days from the date of receipt, provided that all of the following conditions are met:
- The product is in its original condition, with all accessories and packaging intact, and suitable for resale;
- A valid order number, proof of purchase and a clear description of the reason are provided;
- The issue is not caused by misuse, modification or use beyond the product's intended specifications.
For non-defective returns without cause, we may accept them at our discretion once confirmed, provided the product meets the "original condition" requirement above; in such cases, the associated return shipping costs shall be borne by you.
03Non-returnable Items
Based on product nature and compliance requirements, the following are generally not eligible for return or exchange:
- Custom / OEM orders produced to your specifications, engraved, recolored or personalized (see Section 07);
- Consumable items in sealed packaging that has been opened, affecting hygiene or safety;
- Damage, scratches, deformation or functional failure caused by improper storage, use or shipping on your side;
- Orders beyond the application period specified in this Policy;
- Clearance or promotional items explicitly marked "final sale / no return".
04Return & Exchange Process
- Submit a request: Contact us via the Contact Us page, email or phone with your order number, reason and photo / video evidence;
- Review & confirmation: We will review your request within 2 business days and notify you of the result and the return address;
- Ship back: Once approved, return the product with its original packaging, accessories and manual to the designated address, and keep the tracking number;
- Inspection & refund / exchange: Upon receipt and inspection, we will process the refund or arrange the exchange / reshipment within 3 business days.
05Refund Method & Timing
Refunds will be issued to your original payment method:
- For orders paid via PayPal, the amount will be returned to your PayPal account. The arrival time depends on PayPal and the card issuer's processing cycle (usually 3–10 business days);
- For orders paid by bank transfer, the amount will be returned to your designated business / personal bank account, subject to the bank's processing cycle;
- The refund amount is the net amount actually paid, less any shipping fees and handling charges (if any) that are your responsibility under this Policy.
06Quality Issues & Warranty
We provide a 12-month quality warranty (from the date of receipt, subject to the product manual) for all products sold. Within the warranty period, non-human damage caused by material or workmanship defects will be repaired, replaced or refunded free of charge.
- Please keep your order proof and warranty card for quick verification;
- Damage from misuse, use beyond normal scope, unauthorized disassembly / modification or third-party repair is not covered;
- Wear parts and consumables are not covered by the free warranty.
07Custom & OEM Orders
Custom products (including OEM/ODM, recoloring, engraving, foam customization, structural modification, etc.) are produced to your specific requirements and are generally not eligible for return or exchange once production has started. If a custom product has quality issues inconsistent with the confirmed drawings, samples or written agreement, we will rework or reproduce it free of charge, and the associated return shipping costs shall be borne by us.
08Cross-border & International Orders
For orders shipped outside mainland China:
- The international return shipping, customs duties and import taxes are generally borne by the requesting party, unless the issue falls under Section 06 (quality defects);
- Losses or costs arising from the destination country's customs, quarantine or certification controls preventing clearance or return are borne by you;
- Cross-border refunds are subject to the policies of payment institutions and foreign-exchange regulations, and may take longer than domestic orders.
09Shipping Costs
- Quality issues / wrong shipment: Both outbound and return shipping costs are borne by us;
- Non-defective returns / personal reasons: Return shipping costs are borne by you;
- Cross-border orders: Governed by Section 08.
10Contact Us
If you have any questions about this Policy or a specific return, please contact us through:
- Company: KeXin New Materials (Guangdong) Co., Ltd. (KeXinMaterials)
- Address: No. 31, Tianan Center 7, Jihua East Road, Guicheng Street, Nanhai District, Nanhai District, Foshan, Guangdong, China, 528434
- Phone: +86 13535880002
- Email: kexin@beeaa.com
- Online: Our website Contact Us page
Related: Privacy Policy ｜ Terms of Use