Refund policy

Updated February 25, 2025

At Kpop Exchange, we want you to shop with confidence! Please review our updated Refund Policy before making a purchase.

🚫 All Sales Final on Certain Items

The following items cannot be returned or refunded:
✔ Clothing, footwear, jewelry, plush figures, hair accessories, cosmetics/beauty products.
✔ Opened albums, DVDs, light sticks, and electronics.

🔹 For eligible items, refunds will be processed as store credit (Gift Cards) by default (details below).

🔄 Refunds Issued as Store Gift Cards (GCs) – Default Method

Starting February 25, 2025, all approved refunds will be issued as store credit in the form of a Kpop Exchange Gift Card (GC).

📌 Key Details:
✔ Refunds will be issued as a store gift card equivalent to the value of the returned item(s).
✔ Gift cards do not expire and can be used for any future purchase.
✔ Gift cards are non-transferable and cannot be converted to cash.
✔ Once issued, the gift card is considered final and non-refundable.

🔹 Requesting a Refund to the Original Payment Method

We understand that some customers may prefer a refund to their original payment method. If you would like your refund processed back to your original payment method instead of store credit, please contact support@kpop.exchange before the refund is processed.

✔ Refunds to the original payment method will be reviewed on a case-by-case basis.
✔ Processing time for original payment refunds is 5-10 business days, depending on your financial institution.

📌 In cases where consumer protection laws require refunds to be issued to the original payment method (e.g., defective products), we will comply accordingly.

🛑 Order Cancellations

✔ Cancellations must be requested within 48 hours of receiving your order confirmation email to qualify for a full refund in store credit (Gift Card).
✔ Orders canceled after 48 hours are subject to a $20 administration fee.
✔ If your order has already shipped, you are responsible for return shipping costs.

Please note: Not all cancellation requests will be approved, even if submitted within the 48-hour window. Approval is based on the following criteria:

❌ Cancellation requests may be denied if:

The reason for cancellation is vague or unjustified, such as “I changed my mind” or “I found it cheaper elsewhere.”
The item is part of a final sale, limited release, or pre-order with clearly stated no-cancellation terms.
The order has already been processed or shipped.
The request is found to be part of a repetitive refund pattern or flagged behavior.

We encourage customers to double-check their cart and read product details before confirming their purchase.

📦 Returns & Refund Eligibility

We accept returns for store credit (Gift Cards) by default if the following conditions are met:
✔ The item is unopened, unused, and in its original packaging (plastic shrink wrap/seal must be intact).
✔ The return request is made within 14 days of the purchase date.
❌ Opened, used, or damaged items cannot be returned.
❌ Items marked as final sale are not eligible for refunds.

📌 Shipping & handling fees are non-refundable.

🔹 How to Request a Refund

To request a return and refund, email support@kpop.exchange with:
✔ Your order number
✔ The item(s) you wish to return
✔ A photo of the unopened/sealed merchandise
✔ Reason for return

Once approved, your refund will be issued as a Kpop Exchange Gift Card, unless you request a refund to your original payment method before the refund is processed.

📦 Return Shipping

✔ Customers are responsible for securely shipping the item(s) back to prevent damage during transit.
✔ We highly recommend using a trackable shipping service to ensure your return reaches us.
✔ If the return is due to a Kpop Exchange error (wrong item shipped or defective product), we will provide a prepaid return shipping label.

🔌 Refunds for Electronics (Lightsticks, etc.)

Electronics, including lightsticks and battery-operated items, cannot be returned or exchanged once opened.

📌 Defective Electronics: If your electronic item is defective, please contact the manufacturer directly for support. You can find their contact details in the product manual or on their website.

📍 Refunds for Incorrect Shipping Address & Unclaimed Packages

✔ If an order is returned to us due to an incorrect address or unclaimed package, we will refund the item’s price in store credit (GC) only (shipping fees are non-refundable).
✔ If you want the item reshipped, you will need to cover the shipping cost again.
❌ If the package is lost due to an incorrect address, a refund will not be issued.

⚠️ Chargeback & Dispute Policy

We are committed to providing fair and transparent refunds. However, filing a chargeback after receiving store credit is considered fraudulent activity and may be disputed.

📌 Before issuing a refund, we will send a confirmation email requiring the customer to acknowledge and agree to receive store credit. Refunds will only be issued after receiving customer confirmation.

📌 If a chargeback is filed after a refund has already been processed as store credit, we reserve the right to provide proof to the bank, including:
✔ A copy of the Refund Policy the customer agreed to at checkout.
✔ Proof that the customer confirmed acceptance of store credit.
✔ A record of the issued store gift card and transaction details.

By completing a purchase, you agree to this refund policy.

⏳ Refund Processing Time

✔ Once we receive and approve your return, store credit refunds will be issued within 2-5 business days as a Kpop Exchange Gift Card.
✔ Refunds to the original payment method (if approved) may take 5-10 business days to process, depending on your financial institution.

📢 Important Notes for International Orders

✔ International shipping can be costly and may involve customs fees.
✔ Please double-check your cart and shipping information before placing your order to avoid cancellations or returns.
✔ If you request a return, you will be responsible for:

Round-trip shipping fees
Possible customs fees

💬 Questions? Contact Us!

Your satisfaction is our top priority! If you have any questions, feel free to contact us at:
📧 support@kpop.exchange