Refund policy

Refund & Return Policy

THEKAPCO PTE. LTD., Singapore operates this store. Contact support@thekapco.com for cancellations, returns, exchanges or product issues. This policy is additional to your mandatory consumer rights; those rights take priority wherever they provide greater protection.

1. Cancellations

Email us as soon as possible to request cancellation. Customer Support reviews requests based on the order's processing status and may exercise reasonable judgment. Once dispatched, the applicable return procedure applies. This does not restrict any mandatory right to cancel, withdraw or receive a refund.

2. Voluntary / Change-of-Mind Returns

We accept eligible voluntary return requests made within 7 calendar days of confirmed delivery, using carrier tracking, including 17TRACK. Products must be unused, resalable and include original packaging, accessories, manuals and components. These conditions apply to voluntary returns, not universally to statutory withdrawal or defect claims.

The same policy applies to regular-price, discounted and promotional products. There is no separate Final Sale category. Voluntary bundle returns must include the complete bundle unless Customer Support approves an exception.

Customers cover voluntary return shipping, packaging, applicable customs duties, taxes and related return charges, except where law requires otherwise, and must provide a valid return tracking number. Customer Support may approve goodwill exceptions and review voluntary exchange requests case by case. Statutory rights do not depend on goodwill approval.

3. Defective, Damaged, Missing or Incorrect Items

Please report visible damage, missing components, incorrect items or defects within 7 days of delivery where possible, with order details and relevant photos or videos. This is a prompt-reporting request, not a cutoff for warranty coverage or statutory rights.

For approved manufacturing defects or incorrect products, replacement of the product or affected component is our preferred remedy. THEKAPCO generally covers reasonable return and replacement shipping costs arranged or authorized by Customer Support. A physical return is not necessary in every case, and faulty products do not need to be unused or resalable. A mutually agreed partial refund may resolve minor defects. Full refunds or other appropriate remedies apply where required by law or when an appropriate replacement is unavailable.

See our Warranty Policy for commercial warranty coverage: 90 days for non-keyboard products and 1 year for keyboards, from confirmed delivery, unless a non-keyboard product expressly states otherwise. This does not reduce statutory guarantees.

4. Return Procedure

  1. Contact us: Email support@thekapco.com with your order number, product details, reason for return, issue description and relevant evidence.
  2. Review and instructions: Customer Support reviews the request and supplies instructions and the appropriate return address if a return is needed. Please contact us before shipping; this coordination requirement does not override statutory rights.
  3. Pack and ship: Securely package the approved return to protect it in transit. Voluntary returns must meet the condition and cost requirements in Section 2. For approved defects or incorrect products, follow the shipping arrangements authorized by Customer Support under Section 3; unused/resalable conditions do not apply.
  4. Send tracking: Email us the valid shipment tracking number so we can monitor the return.
  5. Inspection and resolution: We inspect any required return and arrange the appropriate refund, replacement, approved exchange or other resolution. Not every defect claim requires a physical return.

5. Refunds

Approved refunds are normally initiated to the original payment method within 5 business days after approval and any required inspection, or earlier where legally required. Payment providers may need additional time to credit your account. We notify you when the refund is processed. Any different refund method requires your agreement and must be legally permitted.

6. Delays, Missing Parcels and Unavailable Products

Customer Support investigates lost, substantially delayed or disputed deliveries using tracking and courier records and provides an appropriate resolution, subject to consumer rights. If we learn that an order cannot meet the applicable processing or dispatch commitment, we contact you promptly with available information and options. You may accept revised fulfillment arrangements or cancel for a refund where appropriate or legally required. If stock becomes unavailable after payment, we offer an alternative with your consent, a revised fulfillment date where permitted, or a refund. See our Shipping Policy.

7. Mandatory Consumer Rights, Including EU / UK Withdrawal

Where applicable EU or UK distance-selling rules apply, you generally have 14 days from receipt to notify us that you wish to withdraw without giving a reason, and a further 14 days to send the goods back, subject to statutory exceptions. You may inspect goods as you would in a shop; any legally permitted deduction for handling beyond what is necessary to establish their nature, characteristics and functioning is assessed under applicable law. Original packaging and unused/resalable conditions are not universal conditions for exercising statutory rights.

For a qualifying withdrawal, we refund the amounts required by law, including the standard outbound delivery cost where applicable. Direct return costs are normally yours where lawfully disclosed, except where we agree to cover them or the law requires us to do so. Refunds are made without undue delay and within the applicable legal deadline; where permitted, we may withhold a goods refund until we receive the goods or evidence of return, whichever occurs first. Contacting support for instructions does not make statutory withdrawal depend on authorization.

Commercial warranty coverage does not replace legal defect remedies. Qualifying EU purchases generally have a minimum two-year legal guarantee for non-conforming goods. Nothing here excludes or limits mandatory protections in your jurisdiction.

8. Customer Support

support@thekapco.com
Monday–Friday, 10 AM–7 PM, GMT+8. Usual response target: within 2 business days, excluding weekends and applicable public holidays.

THEKAPCO PTE. LTD., 23 New Industrial Road, #04-09, Solstice Business Center, Singapore 536209. Please use the return address supplied by Customer Support rather than sending a return without instructions.