REFUND
REFUND
CANCELLATION
Order cancellation is not available due to change of mind or simple fickleness once purchased basically.
– Customers should contact CS team (customer@kpopmart.com) within 24 hours after an order placed if any matter, order issue or unbearable reason for cancellation happens.
– Cancellation itself is not possible once the shipment is dispatched as well as preorder item is released.
If it is mentioned as “non-canceled item” at the product page, cancellation itself is not acceptable but customers can email to customer@kpopmart.com for assistance.
– Ordered items can be canceled/refunded due to manufacturing issue, supply matter and some other reasons.
– If an order or product is canceled, (full / partial) cancellation notice is emailed to the customer’s kpopmart account email address.
– Cash refund is only available via PayPal. PayPal fee is not refundable by any reason unless the reason of cancellation is caused by Kpopmart.
– Payment will be refunded in voucher credit if paid via bankwire and western union money transfer.
RETURN
(1) If the shipment is returned by postal service/customs/shipping companies at destination country by any reason, RSN (Returned Shipment Notification) would be emailed including photos.
– The customer should pay shipping and handling charge for resending shipment.
– If the customer does not want the shipment back, he should reply to RSN and request refund.
– Initial shipping cost is the whole expense paid to shipping companies for sending shipments thus not refundable.
If requested a refund, payment will be refunded in cash via PayPal or in Kpopmart voucher credit after deducting initial shipping cost and other charges.
– Shipments will be reserved within 2 weeks from returned date and storage cost would be serviced on Kpopmart.
(2) Customers can return the shipment if the product has original/permanent defects from manufacturing process.
– Unauthorized return (without communication with CS team) is not acceptable.
– If original/permanent defects are found (unplayable disc, unusable device, etc.), the customer should send order number, a short film of unboxing and photos of Kpopmart box package and defective parts to customer@kpopmart.com within 7 days of delivery.
Kpopmart would answer back to the customer for authorization of package return within 1~24 hours after receiving the request.
– Kpopmart submits returned products to the recordings or manufacturers and it may take 2 to 4 weeks for examination after receiving returned package.
– If figured out the reason of defect is a manufacturing issue, full order amount would be refunded in cash via PayPal or replacement will be sent according to the customer’s request.
Shipping cost of returned shipment will be refunded in cash via PayPal or in Kpopmart voucher credit (customers should provide a photo of shipping fee receipt to get cash refund).
– If it is figured out the reason of defect is a mishandling the product or others (not original defects), the customer should pay shipping cost again and get the product back.
DAMAGE DURING DELIVERY
Kpopmart incoterms is DAP (Delivered at Place) thus none of accidents (damage/lost, theft, robbery, destruction, etc) or natural disasters (earthquakes, tsunamis, flood, etc.) are compensated unless the customer pays for insurance cost (Shipping).
(1) DOMESTIC DELIVERY
– Any damage, lost or delay during delivery is not compensated.
– Such defects as missing photocard, scratches, flaws or dents of product case, etc. are not for compensation or replacement originally.
(2) EMS • EMS PREMIUM
– Compensation is provided only when the customer pays for insurance before shipping.
– The customer should send a short film of unboxing and photos of Kpopmart box package, packing stuffs and damaged products to customer@kpopmart.com and ask to issue an investigation request for damage during delivery.
– The customer should submit damage report to local postal service once Kpopmart informs the customer that the investigation request is issued.
– It may take up to 2~4 weeks or more to get investigation result from Korea post and compensation would be provided or not according to the judgment of Korea post and postal service of destination country.
– Such defects as missing photocard, scratches, flaws or dents of product case, etc. are not for compensation or replacement.
(3) DHL • UPS
– Compensation is provided only when the customer pays for insurance before shipping.
– The customer should send a short film of unboxing and photos of Kpopmart box package, packing stuffs and damaged products to customer@kpopmart.com and ask Kpopmart to issue an investigation request for damage during delivery.
– Kpopmart issues an investigation request to DHL after receiving unboxing film and other evidence.
– It may take up to 2~4 weeks or more to get investigation result from courier companies and compensation would be provided or not according to the investigation result.
– Such defects as missing photocard, scratches, flaws or dents of product case, etc. are not for compensation or replacement.
LOST DURING DELIVERY
Kpopmart incoterms is DAP (Delivered at Place) thus none of accidents (damage/lost, theft, robbery, destruction, etc) or natural disasters (earthquakes, tsunamis, flood, etc.) are compensated unless the customer pays for insurance cost (Shipping).
(1) DOMESTIC DELIVERY
– Customers can ask Kpopmart to issue an investigation request to the logistics company within 24 hours from delivery complete of tracking result.
– Any damage, lost or delay during delivery is not compensated basically.
Investigation request is as part of efforts for the customers and compensation is not guaranteed.
(2) EMS • EMS PREMIUM
– Customers can ask Kpopmart to issue an investigation request for EMS and EMS Premium shipments if there is no update on tracking result after 20 business days from shipped date.
– It may take up to 2~4 weeks or more to get investigation result from Korea post.
– Refund/Resend is not guaranteed though the shipment is lost/damaged during delivery caused by the carelessness of postal service and customs at destination unless the customer pays for insurance separately before shipping.
– Customers can send email to customer@kpopmart.com if any matters or assistance
(3) DHL • UPS
– Customers can ask Kpopmart to issue an investigation request for DHL and UPS shipments if there is no update on tracking result after 7 business days from shipped date.
– It may take up to 1~4 weeks or more to get investigation result from courier companies.
– Refund/Resend is not guaranteed though the shipment is lost/damaged during delivery caused by the carelessness of shipping companies and customs at destination unless the customer pays for insurance separately before shipping.
– Customers can send email to customer@kpopmart.com if any matters or assistance.
