Return Procedure & Guidelines

To ensure a smooth return process, please follow the steps outlined below. It’s important to carefully read through these guidelines before initiating a return.

Step 1: Review the Return Policy

Ensure you are eligible for a return by reviewing our Refund and Return Policy. Returns are only accepted within the designated return period and under qualifying conditions.

Step 2: Contact Customer Support

If you have received a defective or damaged product, or if you need to initiate a return for any other reason (within the allowable return window), please contact our customer support team at support@thekapco.com. Include the following information in your email:

  • Order ID

  • Product name and description

  • Issue details (e.g., defect, missing parts, wrong item received)

  • Clear photos or videos of the product

Note: Our customer support team will respond within 24-48 hours (excluding weekends). Email is the only method of contact for returns and refunds.

Step 3: Obtain Return Authorization

Once we have reviewed your request, we will send you a confirmation email. Please note that returns will not be accepted without prior authorization.

Step 4: Prepare the Return Package

  • Ensure the product is unused and in resalable condition.

  • Include all original packaging, accessories, manuals, and other components that came with the product.

  • Carefully pack the product to avoid damage during return shipping.

  • Return Shipping Cost: Customers are responsible for return shipping costs.

  • Once shipped, send the tracking number to support@thekapco.com so we can monitor the return.

Step 5: Product Review and Refund Processing

  • Upon receiving your returned product, we will inspect it to ensure it meets the conditions for a refund (unused and resalable).

  • If the return is approved, we will process your refund within 5 working days after approval. Please note that the refund will be issued to the original payment method used for purchase.

  • We will notify you via email once your refund has been successfully processed.

Step 6: Additional Notes

  • Customer are responsible for the return shipping costs.

  • Refunds will only be processed once the returned product has been reviewed and approved.

  • For more information, please visit our FAQ page.