Deliveries And Return Policy
Kuanzhai Deliveries & Returns Policy
Effective Date: 01 June 2025
Last Updated: 01 June 2025
Table of Contents
Deliveries And Return policy
At Kuanzhai, our mission is to provide high-quality service from order to delivery — and beyond. This detailed guide covers our full delivery terms, returns process, timelines, exceptions, and legal rights so you can shop with complete confidence.
Delivery Information
We currently ship within the United Kingdom. All orders are processed Monday to Friday, excluding public holidays.
Delivery Options:
Standard Delivery – FREE on orders over £20 (2–3 working days)
Express Delivery – £4.99 for next-day delivery (for orders placed by 2 PM Mon–Fri)
Processing Time:
Orders placed before 2 PM are processed the same day. Orders placed after 2 PM are processed the next business day.
Order Tracking:
You’ll receive a tracking link by email/SMS once your order ships. You can also track your order via your Kuanzhai account dashboard.
Missed Deliveries:
If you’re not available, the courier will attempt redelivery or leave a collection notice. You must collect or reschedule within the courier’s holding period.
Delivery Restrictions:
We currently do not deliver to:
PO Boxes
Armed Forces (BFPO) addresses
International destinations (coming soon)
Peak Seasons & High-Demand Periods:
During holidays, promotions, or product launches, delivery may take 1–2 working days longer. Please order early.
Packaging, Security & Age Verification
All orders are shipped discreetly in recyclable, tamper-proof packaging.
Products requiring age restriction must be signed for by an adult 18+.
Age verification is completed during checkout and may also be requested at delivery.
Orders may be cancelled if age verification fails.
Returns & Exchanges Policy
Return Eligibility:
You may return items within 14 calendar days of delivery if:
The item is unused, unopened, and in its original sealed packaging
You provide proof of purchase
Partial Returns:
You may return individual items from an order. However, full promotional bundles must be returned in full for a refund.
Faulty or Damaged Items:
If your product is defective or arrives damaged:
Notify us within 14 days of delivery
We may ask for a clear photo to expedite your replacement/refund
You’ll be offered a replacement, store credit, or full refund
Return Process:
Contact support@kuanzhai.co.uk to initiate a return
Receive a Return Authorization (RA) number and prepaid return label
Repack the item securely with all original components
Drop the parcel at a Royal Mail location
Refund Timeline:
Processed within 5–10 business days after inspection
Refunds are issued to your original payment method
A confirmation email will be sent once processed
Non-Returnable Items:
Opened or used tobacco sticks
Devices with hygiene seals removed
Free promotional items
Gift cards and digital codes
Return Shipping Costs Covered by Kuanzhai if:
The product is faulty or incorrect Covered by the customer if:
Returning due to change of mind or personal preference
Sustainability Commitment
We responsibly recycle, refurbish, or ethically dispose of returned items whenever possible. Kuanzhai is committed to reducing waste in our return process.
Exchanges
You may exchange a product within 14 days, provided it is:
Unused, sealed, and in resaleable condition
Exchanged only once per order
Subject to stock availability
Subscription Deliveries
You may pause, skip, or cancel a subscription up to 48 hours before your billing date
Subscription items follow the same return and refund terms
Any delivery issues must be reported within 5 days of receipt
Lost or Missing Deliveries
If your package hasn’t arrived within 7 working days after the estimated delivery date:
Contact our support team
We will investigate with the courier
Once confirmed, we will issue a replacement or a full refund
Extended Return Privileges
Kuanzhai Club Elite members enjoy a 30-day return window
First-time customers may request a one-time 21-day extension
Need Help?
Our Customer Care Team is here for you: Call:03336665224 (Mon–Fri: 10:30 AM- 5:30 PM | Sat–: 10:30 AM–1 PM | Sunday Closed) Email: support@kuanzhai.co.uk Live Chat: Available 24/7 via www.kuanzhai.co.uk
Legal Rights
This policy is compliant with UK law and does not affect your rights under the Consumer Rights Act 2015. You retain all statutory rights relating to refunds, repairs, and replacements.
Kuanzhai — Delivery with precision. Returns with respect.
📦 Fast. Simple. Hassle-Free.
Whether you’re ordering your first trial kit or returning an item, we’ve made every step clear and easy. All shipping is tracked, and returns are quick and commitment-free.
Our Shipping Services
Standard Delivery (2-3 Days)
Receive your order within 2-3 working days. Free on all orders over £30.
Next-Day Express
Need it sooner? Order before 3 PM for guaranteed next-working-day delivery.
Track Your Order in Real-Time.
Once your order is dispatched, you’ll receive an email with a tracking link. Follow your package every step of the way, from our warehouse to your doorstep.
Tracking updates are emailed to you automatically once your item ships.
Hassle-Free Returns.
We want you to be completely satisfied. If something’s not right, we’ll fix it — fast.
Return any unused device within 14 days for a full refund.
Returning an Item in 3 Easy Steps
1. Start Your Return
Complete the return request form – takes 1 minute.
2. Pack Your Item
Use original packaging if possible.
3. Ship It Back
We’ll process your refund within 3 business days of receiving the item. • Add a CTA:
Covered by Our Warranty.
🛡️ All Kuanzhai devices are covered by a 6-month warranty against manufacturing defects.
Covered by Our Warranty.
Our dedicated support team is available to help with any questions about your delivery, return, or warranty.
