Return Procedure & Guidelines

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 or before the order enters the processing and handling stage. After this period, we are unable to cancel the order. Once the order has been shipped, the customer will be responsible for the return shipping costs. The item must be returned in unused, resalable condition, and a refund will only be processed once the item is received and inspected.

Please note: Original shipping charges (if any) are non-refundable, and the customer is responsible for all return shipping fees.

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). 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 unused, resalable condition to qualify for a refund.

Return period clarification: The 7-day period starts from the day of delivered, as indicated by the tracking information.

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 via 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.

Failure to follow these instructions may delay or invalidate the return process. We will assess the issue and, if valid, arrange for a refund, exchange, or replacement based on the situation.

4. Condition of the Product

To qualify for a return and refund, the item must be in unused, resalable condition. This means the product should be in its original packaging, with all accessories and components included, and should show no signs of wear or damage.

Please note: If the item is returned without its original packaging, accessories, or parts, the refund may be partial or denied. Items that have been washed, worn, or used will not be accepted for a return.

5. Shipment Delays or Lost Parcels

We are not able to offer a return or refund for delays in shipment or lost parcels. Once the item has been shipped, it is under the responsibility of the shipping carrier, and we cannot guarantee delivery times. If a parcel is lost in transit, please contact the carrier directly to resolve the issue.

Note: If you need assistance filing a claim with the carrier for a lost parcel, please reach out to our support team, and we will provide guidance to help you through the process.

6. Refund Processing Time

Once we have received and reviewed the returned product, we will proceed with the refund. Please allow up to 5 working days for the refund to be processed. You will be notified via email once the refund has been completed.

Refund status: If you do not receive an update within 5 working days, please contact us at support@thekapco.com to check the status of your refund.