At KXO Retail, we aim to make the refund process as simple and transparent as possible. The information below explains how refunds are processed and what timelines you can expect after returning an item.
Quick Summary of Our Refund Policy
Here are the most important things to know about returns and refunds at KXO Retail:
Returns must be initiated within 30 days of delivery
A $5.99 return shipping fee applies to most mailed returns
The return shipping fee is waived for exchanges
The return shipping fee is waived if the item is damaged, defective, or incorrect
Refunds are issued to the original payment method
Once a return is received, refunds are typically processed within 3–5 business days
Banks may take an additional 3–10 business days to post the refund
For full details, please review the sections below.
Return Shipping Fee
For most mailed returns, a $5.99 return shipping fee will be deducted from your refund.
However, this fee will be waived in the following situations:
You are exchanging an item
The return is due to a damaged or defective product
The return is due to an error by KXO Retail (for example, if the wrong item was shipped)
In these cases, KXO Retail will cover the cost of return shipping, and no return shipping fee will be deducted from your refund.
How Long Does It Take to Process a Refund?
Once we receive your returned item at our warehouse, we will inspect it to ensure it meets our return eligibility requirements. After inspection is completed, your refund will typically be processed within 3–5 business days.
Please note that the total time it takes for a refund to appear in your account may vary depending on your payment method and your financial institution’s processing timelines.
Refund Process Timeline
Below is a general overview of the return and refund process.
Return Shipment
After you drop off your return package, it typically takes 5–7 business days for the item to arrive at our warehouse. You can track your return using the tracking number on your return shipping label.
Return Inspection
Once your return arrives, our team will inspect the item to confirm it meets our return policy requirements. This process generally takes 2–3 business days.
Refund Issuance
After the inspection is complete, your refund will be issued to your original payment method within 3–5 business days. You will receive an email confirmation once the refund has been processed.
Bank Processing Time
Depending on your bank or credit card provider, it may take an additional 3–10 business days for the refund to appear on your statement.
Check Your Refund Status
You can check the status of your return and refund at any time without contacting customer support.
To track your refund:
Use the tracking number on your return shipping label to confirm when your return arrives at our warehouse
Visit the Track My Order or Returns page in your KXO Retail account to see when your return is received and when the refund is issued
Watch for a refund confirmation email once the refund has been processed
Tracking your return and refund through your account is the fastest way to stay updated on the status of your refund.
How Will I Receive My Refund?
Refunds will be issued to the original payment method used for the purchase.
Credit or Debit Card
Refunds will be credited back to the same card used for the original transaction. Processing times may vary depending on your bank.
Gift Card or Store Credit
If you used a KXO Retail gift card or store credit, the refund will be issued as store credit.
PayPal or Other Payment Methods
If you paid using PayPal or another supported payment method, the refund will be issued back to the same account used during checkout.
Exchanges and Store Credit
If you choose to exchange an item or receive store credit, the following will apply.
Exchanges
Once your return is received and processed, we will ship the replacement item to you. You will receive a shipping confirmation email with tracking information.
If there is a price difference between the returned item and the exchanged item, we will either charge the difference or refund the difference accordingly.
The $5.99 return shipping fee is waived for exchanges.
Store Credit
Store credit will be issued once the return is processed. The credit will be applied to your KXO Retail account and can be used toward future purchases.
Are Shipping Fees Refunded?
Shipping fees paid at checkout are generally non-refundable.
However, shipping fees will be refunded if the return is due to:
A damaged or defective item
An incorrect item sent by KXO Retail
In these cases, KXO Retail will also cover the return shipping cost, and no $5.99 return shipping fee will apply.
What If I Don’t See My Refund?
If it has been more than 10 business days since you received your refund confirmation email and the refund has not appeared in your account, we recommend the following:
Check with your bank or credit card provider for potential processing delays.
Confirm the return was delivered using your return shipping tracking number.
Contact KXO Retail Customer Service for assistance.
Damaged or Defective Items
If you received an item that is damaged or defective, you are eligible for a full refund or replacement.
In these situations:
No $5.99 return shipping fee will apply
KXO Retail will cover the cost of return shipping
Any applicable shipping charges paid at checkout will also be refunded
If you would prefer a replacement instead of a refund, our customer service team will be happy to assist you.
Billing Disputes
If you believe there is an error with your order or a charge on your account, please contact KXO Retail Customer Service before initiating a dispute with your bank or credit card provider.
In many cases, we can resolve billing issues or refund questions quickly. Initiating a chargeback with your financial institution may delay the resolution process while the dispute is investigated.
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