Refund policy
Last updated: September 14, 2026
This policy applies to eligible purchases made through kuogld.com. kuogld is operated by Shanghai Muxilan Technology Co., Ltd.
1 Return Request Period
You may request a return for an eligible item within 30 calendar days after confirmed delivery. Contact us before sending any item.
2 Return Conditions
To qualify, an item must be unused, unassembled where reasonably possible, undamaged and returned with its original packaging, components, hardware, manuals, tags and proof of purchase. We may reduce or refuse a refund for damage, missing parts or use beyond what is reasonably necessary to inspect the product, subject to mandatory law.
3 Non Returnable Items
Personalized, made to order or custom items; gift cards; clearly marked final sale items; hygiene sensitive textiles after use; and items damaged through misuse, unsuitable installation, unauthorized modification or normal wear are normally nonreturnable. This does not restrict rights that cannot legally be excluded.
4 Starting a Return
Email service@kuogld.com with the order number, reason for return, photographs where relevant and the item dimensions if requested. Wait for a return authorization number and instructions.
After authorization, ship the item within 20 calendar days using the approved method. Items sent without authorization or to the wrong location may not be accepted.
Do not send returns to the registered business address unless we expressly instruct you to do so. The authorized return warehouse address will be provided after approval and may differ from the registered address.
5 Return Shipping
Customers are responsible for return shipping for change of mind returns. Large furniture or fragile products may require tracked, insured or specialist transport. If we verify that an item arrived damaged, defective or incorrect, we will provide an appropriate remedy and handle reasonable return costs as required.
6 Damaged Defective or Incorrect Items
Inspect the order promptly and contact service@kuogld.com as soon as possible with the order number, clear photographs of the item and packaging, and a description of the issue. Keep all packaging until instructions are provided. Prompt reporting helps us investigate but does not remove longer mandatory rights under applicable law.
7 Refunds
After receiving and inspecting an eligible return, we will notify you of the decision. Approved refunds are processed to the original payment method within 10 to 20 business days after receipt and inspection. The payment provider may require additional time to display the funds.
Original shipping charges are normally nonrefundable for change of mind returns. They will be refunded when required by law or where the applicable remedy for a damaged, defective or incorrect item includes those charges.
8 Exchanges and Cancellations
Contact us about an exchange. Depending on availability and shipping requirements, we may offer a direct exchange or ask you to return the original item and place a new order. Cancellation requests must be submitted promptly and cannot be guaranteed after fulfillment or custom production begins.
9 Contact
Email: service@kuogld.com
Telephone: +86 18539060554
Legal business name: Shanghai Muxilan Technology Co., Ltd.
Registered business address: Building 3, No. 228 Jingle Road, Langxia Town, Jinshan District, Shanghai (Langxia Lenong Cultural and Creative Industry Park)