Return Policy

Return & Refund Policy

Last Updated: July 25, 2026

Thank you for choosing Kelpranreto, operated by VTD HongKong Limited. We want every order to be handled responsibly and aim to provide a clear and fair process whenever there is a problem with a product you receive.

If you need assistance with an order, please email support@kelpranreto.com. To help our support team locate your purchase and respond efficiently, include your order number and the email address used during checkout.

Final Sale Terms

Unless otherwise stated, purchases made through Kelpranreto are treated as final sale.

We do not provide routine returns or exchanges for reasons such as change of mind, personal preference, or ordering the wrong item.

A return-related resolution may only be considered when the product delivered to you:

  • Arrives damaged

  • Has a verified manufacturing or quality defect

  • Is not the item you originally ordered

Damaged, Defective, or Incorrect Products

Although we take reasonable measures to ensure products are properly prepared before shipment, occasional issues may occur during fulfillment or transportation.

Please examine your order promptly after delivery. If you discover damage, a defect, or an incorrect item, you must notify us within 7 days from the delivery date.

Send your request to support@kelpranreto.com and provide the following information:

  • Your order number

  • The email address associated with the purchase

  • A detailed description of the problem

  • Clear photographs and/or video that show the damage, defect, or incorrect product

Providing complete evidence allows us to evaluate your request more quickly.

After receiving the required information, our customer service team will review the circumstances of your claim. If the request qualifies under this policy, we will determine an appropriate resolution based on the specific situation.

Possible resolutions may include:

  • Replacement of the affected item

  • Partial reimbursement

  • Full reimbursement

The final solution will depend on the nature and verification of the reported issue.

Refund Processing

When a partial or full refund has been approved, the amount will be returned through the same payment method originally used to complete the purchase.

After we process the refund, it generally takes approximately 7–12 business days for the funds to appear in your account.

The exact posting time may vary depending on your bank, card issuer, payment processor, or other financial institution. Kelpranreto does not control processing delays caused by third-party financial providers.

Exchange and Replacement Policy

Kelpranreto does not provide traditional product exchanges.

A replacement may only be offered when our customer support team confirms that the item you received was:

  • Damaged upon arrival

  • Defective

  • Incorrectly fulfilled

Replacement requests must first be reviewed and approved in accordance with the requirements described above.

Returns Sent Without Authorization

Do not mail or ship an item back to us unless you have received specific return instructions and approval from our customer support team.

Packages returned without prior authorization may not be accepted or processed.

Unauthorized returns are not eligible for:

  • Refunds

  • Replacements

  • Exchanges

  • Other compensation or resolution

If a physical return is required as part of an approved claim, our support team will provide the appropriate instructions.

Contact Information

For questions concerning a damaged product, incorrect shipment, replacement request, refund request, or other order-related issue, please contact:

Brand: Kelpranreto
Company: VTD HongKong Limited
Email: support@kelpranreto.com
Phone: +1 (424) 258-8840  

Business Address:
UNIT 1603, 16TH FLOOR, THE L. PLAZA
367–375 QUEEN'S ROAD CENTRAL
SHEUNG WAN, HONG KONG

When contacting us, please include your order number and the email address used when placing your order so that our team can identify your purchase and assist you more efficiently.