Use this page if you want to return or exchange your KTC product, confirm the return window, or understand what happens after support approves a return or replacement.
Quick Answer
Do not send the product back before support approves the case and gives return instructions. The normal process is: send order and issue details, complete any required troubleshooting, wait for case approval, ship the approved return, keep the tracking number, and wait for warehouse review.
What Should I Prepare Before Requesting a Return or Exchange?
Prepare the basic case details first:
- order number
- purchase channel
- monitor model
- serial-number photo if available
- reason for the request
- photos or video if the issue is quality-related
If your issue is technical, include the troubleshooting you already tried. This helps support decide whether the case should stay in troubleshooting or move to return review.
How Do I Start a Return or Exchange Request?
Contact the support channel for your purchase platform and send one complete message. Support will usually review:
- the order details
- the product condition
- the issue evidence
- the purchase date or return window
- whether the issue appears to be a quality defect or a personal-reason return
After review, support will confirm whether the next step should be more troubleshooting, return, exchange, refund, replacement, or another solution.
When Does the Return Window Matter?
Return timing may depend on the store, region, and platform where you bought the product. If you purchased through a marketplace, the marketplace return window may be as important as the KTC after-sales process.
If the order is still within a platform return window, contact support quickly and mention the delivery date in the first message.
How Do I Apply for the Extended Warranty?
Use the Extended Warranty page to submit your order number and email address for monitor extended-warranty registration. After submitting the form, keep the warranty notification or activation confirmation email for your records.
If you later contact support about extended warranty service, use the same email address when possible and include your order number, purchase channel, monitor model, and serial-number photo.
What Happens After KTC Support Approves the Case?
After approval, support may provide:
- a return label
- a return address
- packing instructions
- a list of items that must be returned
- the next step after warehouse receipt
Do not assume every approved case is handled the same way. Some cases move to refund, some to replacement, and some remain under review until the returned product is checked.
Do I Need to Return the Original Item Before a Replacement Is Sent?
In many cases, yes. Support may require the original unit to be returned before sending a replacement or finalizing a refund.
If an exception applies, support will confirm it in writing. Until then, assume that the original unit may need to be returned first.
How Can I Avoid Return or Exchange Delays?
To keep the case moving:
- do not ship before approval
- follow the return instructions exactly
- keep the carrier name and tracking number
- keep proof of shipment
- tell support if accessories, packaging, or stand parts are missing before you ship
- respond quickly if support asks for more photos or a clearer video
What Should I Do If the Issue Continues?
If support is still reviewing whether the case is technical or after-sales, keep testing limited and organized. Do not change many variables at once. A short list of what you already tested is more useful than a vague note like "still not working".
What Should I Send KTC Support?
Prepare these details before opening the request:
- order number
- purchase channel
- product model
- serial-number photo if available
- photos or video of the problem if quality-related
- clear statement of whether you want a return, exchange, or refund
- troubleshooting steps already completed