Refunds can happen for several reasons, such as cancelled orders, returned items, or payment issues.
This guide explains when refunds apply, how they are processed, and how long they usually take.

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When a Refund May Be Issued #

A refund may be issued if:

• An order is cancelled before delivery
• An item is returned (seller-approved)
• An item arrives damaged, missing, or incorrect
• A duplicate or failed payment occurred
• The seller cannot fulfill the order

📌 Refund eligibility depends on the order status and seller’s policy.

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Who Processes Refunds? #

Kingston Express is a multivendor marketplace, so:

• Sellers usually approve and initiate refunds
• Kingston Express Support may assist with disputes or payment errors
• Payment providers/banks complete the final refund to your account

🤝 Most refunds involve more than one step.

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How the Refund Process Works #

Step-by-step: #

1. Refund request is approved by the seller or support
2. Refund is initiated in the system
3. Payment provider processes the refund
4. Funds are returned to your original payment method

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Refund Timeframes (What to Expect) #

Refund timing depends on how you paid:

Card Payments #

• 3–10 business days (may vary by bank)

Wallet Refunds #

• Usually instant or within 24 hours

Gift Cards #

• Refunded back to the same gift card balance

Reward Points #

• Points are usually returned automatically

⏳ Banks and payment providers control final processing time.

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Shipping Fees & Refunds #

• Shipping fees may be non-refundable
• Refunds usually cover the item price only
• Shipping may be refunded if:
  • The seller made an error
  • The order was cancelled before shipping

📦 This depends on the seller’s refund policy.

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Partial Refunds #

Some situations result in partial refunds, such as:

• One item missing from a multi-item order
• Partial returns
• Promotional or discounted orders

💡 You’ll be notified if a partial refund applies.

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How You’ll Be Notified #

When a refund is processed:

• You’ll receive an email notification
• The refund status may appear in My Account → Orders
• Wallet, points, or gift card balances update automatically

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If You Don’t See Your Refund Yet #

Before contacting support:

1. Check your email for refund confirmation
2. Review your bank or wallet statement
3. Allow the full processing time

⏳ Some banks take longer to reflect refunds.

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When to Contact Kingston Express Support #

Contact support if:

• The refund timeframe has passed
• The amount refunded is incorrect
• You were charged but no refund appears
• The seller is not responding

📌 Always include your order number and payment method.

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Important Things to Remember #

✔ Refunds go back to the original payment method
✔ Processing time varies by bank or provider
✔ Shipping fees may not be refundable
✔ International orders may take longer

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Final Tip #

Refunds are designed to protect both customers and sellers. While some refunds are instant, others take a little time — patience and clear communication help everything go smoothly 💙