Refund and Return Policy

Last updated: September 20, 2026

30-day return window

You may request a return within 30 days after your order is delivered. To be eligible, the item must be unused, in the same condition in which you received it, and returned with all accessories, manuals, tags and original packaging. Proof of purchase is required.

Products that contact the skin

For health and hygiene reasons, adhesive electrode pads and other products or accessories that directly contact the skin can be returned for a change of mind only when their individual packaging and hygiene seals remain unopened and intact. This restriction does not apply when an item is faulty, damaged, incorrectly described or incorrectly supplied, or where applicable law provides a remedy.

How to request a return

Email info@kongzee.com with your order number, the item you want to return, the reason for the return and photos showing the item and its packaging. Please do not send an item back before receiving return authorization and instructions from us.

After approving the request, we will provide the correct return address, a Return Merchandise Authorization (RMA) where applicable, and packing instructions. Because orders may be fulfilled from different locations, the approved return address can vary by order. Items sent to an unauthorized address or returned without authorization might not be accepted or could delay the refund.

Change-of-mind and incorrect-purchase returns

If you ordered the wrong item or changed your mind, you are responsible for return postage. Original shipping charges are non-refundable except where applicable law requires otherwise. We recommend using a trackable shipping service, as you are responsible for the package until it reaches the approved return location.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, incorrectly described or different from what you ordered, contact us promptly at info@kongzee.com with your order number and photos or video showing the issue. If the claim is approved, we will provide an appropriate remedy and cover reasonable return shipping where a return is required.

Nothing in this policy limits any rights or remedies available to you under applicable consumer law, including the Australian Consumer Law.

Non-returnable items

We cannot accept change-of-mind returns for opened or used electrode pads and other opened hygiene-sensitive products, gift cards, personalized products or items clearly marked as final sale before purchase. Sale or discounted items are otherwise covered by the same return rules as regularly priced items. Statutory rights for faulty, damaged, incorrectly described or incorrectly supplied goods are not affected.

Exchanges

If you purchased the wrong item and would like a different product, contact us before returning it. We will confirm the return instructions and explain the available exchange or repurchase options.

Refunds

After the authorized return is delivered and inspected, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the funds to your account.

If more than 15 business days have passed since we confirmed that your refund was issued, contact info@kongzee.com.

European Union 14-day cooling-off period

If merchandise is shipped into the European Union, you generally have the right to cancel an online order within 14 days after delivery without giving a reason. When this right applies, we will refund the item price and the cost of the least expensive standard delivery option we offered. You are responsible for return postage unless applicable law requires otherwise. The item must be returned with all accessories, tags and original packaging. The cooling-off right may not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. Your statutory rights for faulty or non-conforming goods are unaffected.

Contact

For return questions, email info@kongzee.com.