At KAILOON WORLD SDN. BHD. 202601025798 (1687894-M), our return, refund, and exchange process is built around a fixed set of conditions and evidence requirements, and this page sets out exactly what qualifies, what to submit, and by when.
1. When a return or refund is available
As a general rule, items sold are not exchangeable or refundable, and a request is only accepted where one of the following applies:
Wrong item, meaning the item sent does not match what was ordered.
Mismatched item, meaning what arrived does not match the specifications, description, features, or information advertised on the website.
Damaged or defective item, meaning the item is spoiled, damaged, or defective on delivery.
Late delivery, meaning the parcel arrived later than the timeline set out in our Shipping Policy.
2. What evidence we require
Because a claim is assessed against the evidence submitted with it, the customer is expected to provide the following:
An unboxing video that runs continuously from the unopened parcel through to the shipping label, packaging, and the item itself.
A first-use video, where the nature of the item makes that applicable.
Photographs, order details, or other documents that we may separately request to support the claim.
3. How and when to submit a request
Requests follow a fixed timeline, which we apply strictly so that claims can be assessed while the evidence is still fresh:
Submit the request to kailoon-world@outlook.com within 24 hours of receiving the item.
Attach the evidence described above at the same time, since a request without it will not be accepted.
Any request made after the 24-hour window, or made without the required evidence, will be refused.
For anything not covered above, reach us through any of the channels below:
📧 Email: kailoon-world@outlook.com
🏢 Address: 10, JALAN ASAS MURNI KAWASAN PERNIAGAAN ASAS MURNI 14100 BUKIT MERTAJAM PULAU PINANG
🌐 Website: https://kailoon-world.com/contact-us/