REFUND POLICY

Returns

Return of products will not be possible for orders where the value of the products purchased is below the threshold set by the Department for Business and Trade for online purchases. This policy exists as baby formula and baby food returns must be destroyed in line with Quality standards at the cost of Kendal Nutricare, resulting in significant food wastage.

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, unopened and in a good condition. To complete your return, we require a receipt or proof of purchase in addition to the returns slip inside your parcel. 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@kendamil.com

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at info@kendamil.com.hk

Sending Returns

We will reach out via Whatsapp or email in regards to any items to be returned.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.