Refund policy
Please carefully review the following terms and conditions regarding returns, exchanges, and refunds. Our return policy is designed to ensure both our customers, and the company have a clear understanding of the process.
1. Change of Mind
We understand that sometimes customers may change their minds. If you wish to cancel your order, you may do so within 24 hours of receiving your order confirmation and before the order is processed. After this period, we are unable to cancel the order.
If the order has already been shipped, the customer will be responsible for the return shipping costs. The item must be returned in an unused, resalable condition, and a refund will only be processed once the item is received and inspected.
2. Return Period
If you wish to return your product after receiving it but the return is not due to a quality issue, we accept returns within 7 days of receipt (as tracked via 17Track). Please note that the return shipping cost is the responsibility of the customer.
Once you have returned the product, kindly send the tracking number to support@thekapco.com for verification. The returned product will be inspected, and a refund will be issued only after this inspection. Please ensure the product is in an unused, resalable condition to qualify for a refund.
3. Defective or Missing Items
In the event that you receive a defective item or notice that an item is missing, please contact us immediately at support@thekapco.com within 7 days of receiving the product (based on tracking via 17Track). To ensure a smooth return process, customers must follow the detailed instructions provided in "Return Procedure & Guidelines." page.
We will assess the issue and, if valid, arrange for a refund, exchange, or replacement based on the situation.
4. Exceptions and Exclusions
The following items are non-refundable:
- Sale items
- Customized items
- Perishable items
5. Condition of the Product
To qualify for a return and refund, the item must be in an unused, resalable condition. This means the product should be in its original packaging, with all accessories and components included, and show no signs of wear or damage.
6. Return Shipping Responsibility
Customers are responsible for the return shipping fee under all circumstances.
7. Shipment Delays or Lost Parcels
We are unable to offer a return or refund for delays in shipment or lost parcels. However, our customer support team will be available to assist with the process of resolving issues with the courier. Please note that the responsibility for the outcome lies solely with the courier service.
8. Refund Processing Time
Once we have received and reviewed the returned product, we will proceed with the refund. Refunds will be issued to the original payment method by default. If an alternative refund method is requested, our customer support team will assist if available. Please allow up to 5 working days for the refund to be processed. We will notify you via email once the refund has been completed.
9. Exchange Policy
We do not offer exchanges. Our policy includes returns, refunds, and replacements under warranty.
10. Customer Responsibility
Customers are responsible for ensuring that the package is safely returned to avoid disputes. Proper packaging and shipping methods should be used to protect the item during transit.
11. European Union 14-Day Cooling Off Period
If the merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days, without justification. Similar to our standard policy, the item must be unworn or unused, with tags, and in its original packaging. You'll also need to provide the receipt or proof of purchase.