We want you to feel confident when you shop with KIBORX. If something isn't right with your order, our team is here to help guide you through the return process as smoothly as possible.

You may request a return within 15 calendar days of the carrier-confirmed delivery date.

To help us process your return quickly, please contact us before sending any item back. Returns require an RMA (Return Merchandise Authorization) number and return instructions from our team.

Please email us at support@kiborx.com within 15 calendar days of the carrier-confirmed delivery date and include:

• Your order number 

• The item you would like to return 

• The reason for your return 

• Photos of the item and original packaging, when available

Photos are especially helpful for damaged, defective, incorrect, or shipping-related issues. They are not intended to make a standard return more difficult; they simply help us understand how best to assist you.

Once we receive your request, we'll review it and aim to respond within 24–48 business hours.

If your return is approved, we'll provide:

• Your RMA number • Return instructions

• The correct U.S. return address

• Any additional information needed to help protect your item during transit

Once your RMA is issued, please hand the return package to the carrier within 7 calendar days. If you need more time, please contact us before the RMA expires and we'll be happy to review your request.

Please wait for these instructions before sending your item back. Returns sent without an RMA may experience processing delays or may need to be returned to the sender.

For your protection, please use a trackable shipping service and insure the package for its full value.

Please include your RMA number as instructed in your return authorization email so our warehouse team can identify your return promptly.

To qualify for a standard return, the item should be returned in resalable condition, including:

• Original packaging: Original box, foam inserts, manuals, cables, lens caps, and included accessories

• Serial number intact: The serial number must be present and match our shipment records

• Reasonable inspection only: You may carefully inspect the item indoors and power it on to verify basic operation. However, it must not show signs of field use,  mounting, material wear, or avoidable damage

• Secure packaging: The item must be packed carefully in its original packaging, or equivalent protective packaging, to prevent damage during return transit

Because thermal imaging products are precision electronic instruments, items with visible signs of field use, mounting, misuse, missing components, or avoidable damage may not qualify for a full standard return.

If a returned item does not meet the return conditions, we will contact you with our inspection findings before taking further action. Depending on the condition of the item, we may offer a partial refund, apply the applicable restocking fee, or return the item to you at your expense.

A 20% restocking fee may apply to an approved voluntary return that shows signs of use, mounting, missing accessories, or missing protective materials.

The restocking fee does not apply to:

• Defective products

• Incorrect items shipped by KIBORX

• Verified shipping damage

• Approved warranty claims

We'll always explain the reason for any applicable fee before the refund is finalized.

Once your return arrives, our team will inspect it within 3–5 business days.

• Refund method: Approved refunds are issued to the original payment method.

• Refund timing: We will initiate the refund within 1–2 business days after inspection approval.

• Bank processing time: Your bank or card issuer may require an additional 5–7 business days for the refund to appear on your statement.

• Refund fees: You will receive the full refund amount. KIBORX absorbs any payment processing fees (such as credit card transaction fees) — we do not deduct these from your refund.

• Original shipping charges: Original shipping charges are non-refundable unless the return is due to our error, a verified defect, or an incorrect item.

 

To keep inventory accurate and help you receive the product you need without unnecessary delays, we currently process exchanges as a return and a new order.

• Place a new order: You may place a new order for the item you prefer, subject to availability.

• Return your original item: Once your original item is received and approved, we'll process your refund according to this policy.

If you're unsure which product is right for you, please contact us before placing a new order. We're happy to help you choose with confidence.

If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

For shipping damage, contacting us within 48 hours of delivery is helpful because it allows us to document the issue with the carrier more quickly. However, this does not limit any applicable warranty or return rights.

Please include:

• Your order number

• Photos of the product

• Photos of the packaging, if shipping damage is involved

• A brief description of the issue

Once the issue is verified, we'll provide a prepaid return label when a return is required. You may be offered a replacement, repair, or refund, as appropriate.

For product issues reported after the 15-day return window, please refer to our Limited Warranty Policy for information about eligible warranty service.

For standard, non-defective returns, customers are responsible for return shipping costs. To help protect high-value items during transit, we ask that returns be sent using a trackable service and insured for the item's full value. Please keep your shipping receipt and tracking information until your return has been processed.

For approved returns involving a verified defect, shipping damage, incorrect item, or KIBORX error, we will cover the return shipping cost and provide a prepaid return label.

We're here to make things easier. If you have questions about whether an item is eligible for return, need help starting a return, or would like help choosing the right product before ordering, please email us at support@kiborx.com.

We'd always rather help you make the right choice from the start and support you promptly if something needs attention.