Return: Return the item received to kimexikoo its affiliates, subsidiaries and / or affiliates in order to receive another item and / or refund of the amount paid.

Refund: It is the request of a customer to receive the amount he has paid for an item.


The causes of return accepted and without cost or penalty for the customer are:

  • In the event that the merchandise received is not the one that was purchased, kimexikoo will send the appropriate product that the customer bought, if this is not possible, it will send a replacement of the same price, amount or the same and the customer will give the opportunity to comply with said responsibility.
  • In the event that the merchandise received is damaged, abused or incomplete and timely notice is given to kimexikoo.
  • If the return of the merchandise is for personal reasons, it must be in perfect condition with original packaging, unopened and as received.
  • The request for return and clarification must be within the first thirty (30) days after receipt of the order.

There are no exchanges or returns on the following items or departments:

  • Fine and fancy jewelry, Lingerie, perfumery, cosmetics, dermatological treatments.


To make a product return, the following information will be requested, which you can send by Email, Chat or via Telephone:

  • Order number with which you bought your product.
  • Description of the item and / or order.
  • Date the order was received.
  • Reason for return.
  • If the reason for the return is for personal reasons, the client must inform if they want a collection to be made at their home, they will be asked to provide contact information.


You must contact us via email at to provide the information described above.
You will receive an email confirming the receipt of your request, you will be asked to confirm that you meet the following conditions:

  • It must be within the next thirty (30) days after the receipt of your order.
  • For a product to apply for exchange or return, it must be in the same conditions as at the time of purchase and include all its parts, accessories and its original packaging.
  • It should not have damage.
  • It must not have been used even if it does not present any damage.
  • In the departments, lingerie and intimate garments there are no returns for hygiene reasons.

Once we receive the product (s) and their integrity is validated as well as their components, you will be notified via email and we will proceed to send the product that replaces your order, this being of the same or similar characteristics and cost, and may be up to a newer or better model.

The times to receive the product or products that replace the return depend on our suppliers and the courier times, but you should always receive an estimated time to receive them.

The costs of returning the product will be borne by kimexikoo in products smaller than 15 Kg. If the product is larger, the cost of the product will be quoted to the customer. (Unless the error or failure to deliver them is attributable to kimexikoo).

In the case of partial returns, the purchase of two or more products and only a partial return is made, the same process will apply.

Merchandise Return Charges

If when making an exchange or return, the product is open, it will be reviewed and in case of damage or abuse, a 20% charge will be applied on the price paid.