Refund policy

Our approach

We stand behind every product we sell. Our standard approach is to repair faulty gadgets under warranty. Where repair isn't possible, we offer exchanges and, in specific circumstances, refunds.

Returns and store credit

Sealed and unused gadgets may be returned within 7 days of delivery for store credit equal to the purchase value (valid 12 months). Customer covers return shipping.

Once a gadget has been used, returns are not accepted — issues are handled through our warranty and repair process.

Accessories are not eligible for change-of-mind returns.

Refunds

Refunds are issued in two situations:

  1. Order cancelled before shipping. Cancellations made before the order ships are refunded to the original payment method within 3 business days.
  2. Manufacturing defect that cannot be resolved. If we cannot repair a faulty gadget and same-model stock is unavailable for exchange, a full refund will be issued to the original payment method within 10 business days.

Refunds are not offered for change-of-mind returns. We do not offer refunds for accessories.

Damaged or wrong items

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged in transit, or you received the wrong item. We'll evaluate the issue and arrange the appropriate resolution.

How to start a return or claim

Email hello@kuemue.com with:

  • Your order number
  • Photo or video of the issue (for defects or damage)
  • A short description of what you're requesting

Items sent back to us without first contacting us will not be accepted.

Returns should be sent to: A-3-1 Pelangi Square Business Centre Persiaran Surian 47800 Petaling Jaya, Selangor Malaysia

Refund processing time

Once a refund is approved, you'll be refunded to your original payment method within 10 business days. Your bank or credit card company may take additional time to post the refund.

If more than 15 business days have passed since approval and you haven't received the refund, please contact us at hello@kuemue.com.