At Kongvia, we believe every customer deserves a comfortable and confident shopping experience. We carefully design our sleepwear collections with attention to fabric quality, comfort, and everyday wearability.
If your order does not meet your expectations, we provide a simple and transparent return, exchange, and refund process. Please review the following policy carefully before submitting your request.
1. Return Period
Kongvia accepts eligible return and exchange requests within 30 days after the order delivery date.
The return period begins on the date your package is marked as delivered by the shipping carrier. Requests submitted after the 30-day period may not be accepted.
2. Return Eligibility
To ensure product quality and hygiene standards, returned items must meet the following requirements.
A. Brand New and Unused Products Items are eligible for return if they are: • Completely unworn • Unwashed • Unused • Free from stains, odors, or damage • In original condition • With original packaging and tags included (if applicable)
B. Products That Have Only Been Tried On Because sleepwear is a personal comfort product, customers may need to check the size, fit, fabric feel, and overall comfort.
Kongvia accepts returns for items that have only been briefly tried on indoors for fitting purposes, provided that: • The item was only worn temporarily to check size and fit • There are no visible signs of daily use • There are no makeup marks, stains, body oils, food marks, or other contamination • There is no perfume, smoke, detergent, or other strong odor • The fabric and stitching remain in original condition • The item can be returned to resale condition
A simple indoor fitting try-on does not automatically disqualify your return request.
3. Items Not Eligible for Return
Due to hygiene and quality control standards, Kongvia cannot accept returns for products that: • Have been washed or cleaned • Have been worn for sleeping or daily activities • Show obvious signs of use • Have stains, makeup, sweat marks, body oils, or other residue • Have perfume, smoke, pet odors, or other strong smells • Have been altered, repaired, or modified • Are damaged due to improper use • Are missing original packaging, labels, or accessories
Returned items that do not meet our inspection standards may be rejected. If a return is rejected, the item may be shipped back to the customer at the customer’s expense.
4. How to Request a Return or Exchange
To start a return or exchange, please contact us through one of the following methods:
• Email: info@kongvia.shop (recommended) • Online contact form on our website (if available)
Please include the following information in your request: • Order number • Customer name • Email address used for purchase • Product name / SKU • Reason for return or exchange • Clear photos of the item’s current condition (if requested)
Our customer service team will review your request and reply with return instructions and approval within 1–2 business days.
Please do not ship any products back before receiving return authorization. Unauthorized returns may result in processing delays or may not be accepted.
5. Return Address
Approved returns should be shipped to:
Kongvia Return Warehouse 3903 Industry Blvd Lakeland, FL 33811 United States
Important Notice: Kongvia products are manufactured in our China factory. Customer returns and after-sales services are handled through our United States warehouse. The production location and return location are different addresses.
6. Return Shipping Cost
Customer Responsibility Customers are responsible for return shipping costs in the following situations: • Change of mind • Incorrect size selection • Ordering multiple styles and returning unwanted items • Personal preference changes
We recommend reviewing our size chart carefully before ordering.
Kongvia Responsibility Kongvia will cover reasonable return shipping costs when: • The wrong product was shipped • The product received does not match the order • The item arrives damaged • The product has a confirmed manufacturing defect
Customers must contact us for approval before returning these items.
7. Refund Policy
Once the returned item arrives at our warehouse and passes inspection, the refund will be processed within 5 business days.
The refund will be issued to the original payment method used during checkout.
Please note: • Your bank or payment provider may require additional processing time after we issue the refund. • Original shipping fees are non-refundable unless the return is caused by Kongvia’s error. • Promotional discounts and coupons will be calculated according to the original order terms.
8. Exchange Policy
Kongvia supports exchanges for eligible items (different size, different color, or replacement of the same product).
Exchange requests must be submitted within 30 days after delivery. Please contact our customer service team before sending the product back. Exchange availability depends on current inventory levels.
9. Damaged, Defective, or Incorrect Orders
If you receive an item that is damaged during shipping, defective, different from the product ordered, or missing items, please contact us within 7 days after delivery.
Please provide: • Order number • Description of the problem • Clear photos or videos of the issue
Our team will review your request and provide an appropriate solution (replacement, refund, or other assistance).
10. Order Cancellation Policy
Orders may be cancelled before they enter the shipping process. Once an order has been shipped, cancellation requests cannot be accepted. After receiving the package, customers may request a return according to this policy.
11. Contact Information
Brand Name: Kongvia
Email: info@kongvia.shop
Phone: +1 863-372-0080
Customer Service Hours: Monday – Friday, 8:00 AM – 5:00 PM Eastern Time (ET)
Our customer service team will respond as soon as possible during business hours.