Refund Policy

RETURNS & EXCHANGES

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or exchange from the date marked as "delivered" by the courier/tracking. Please check that you have received all the correct item(s)/version(s) before unwrapping your products. You will need to film a full unedited Unboxing Video from beginning to the end, checking the product condition immediately upon receipt of your order and contact us at [email protected]

If you receive a damaged, defective, incorrect item(s) or missing item(s), you need to email us within 14 days of the order marked as "delivered" by the courier/tracking. You will need to email us with your; First Name, Last Name, Order Number, Email Address/Phone Number (Same as your Order), Explanation of Issue, Unboxing Video, and Preference of Resolution (Full/Partial Refund, Exchange or Replacement of Item(s)).

For damaged/defective/incorrect item(s), our team will review your Unboxing Video and once you are approved for return/exchange, our team will instruct you with details for the return/exchange. For missing items, we will review the Unboxing Video and send a new shipment as soon as possible or issue a full refund (if the item is out-of-stock).

Unboxing Video is a standard requirement for all merchandise enquiries. A proper Unboxing Video records the package that you received and the contents inside from the beginning to the end UNEDITED from the moment you open the box/satchel and unwrap each item.

To start a return, you can contact us at [email protected]. If your return is accepted, we will send you instructions on how and where to send your package. You will need to pay for the return postage cost of the product. Items sent back to us without first requesting a return will not be accepted.

For any "change of mind" returns - you may return any item in original condition that has not been opened for a refund if it is returned to us within 14 days of the order being marked as "delivered" by the courier. You will be responsible for the return shipping charges.

Please note that original shipping charges, import duties or taxes are non-refundable.

PRE-ORDER ITEMS / NON-RETURNABLE ITEMS

Please note that all pre-order items are non-refundable and cannot be returned or cancelled once the order has been placed.

Pre-order products are specially reserved and purchased from suppliers based on customer demand. Because of this, we are unable to restock or resell cancelled pre-order items.

We kindly ask customers to carefully review all product details and estimated release/shipping dates before placing a pre-order.

Certain types of items cannot be returned, like perishable goods, custom products, and personal care goods. Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Model Withdrawal Form (Annex I-B, Directive 2011/83/EU)

If you wish to exercise your right of withdrawal under EU consumer law, you may use the following model form (its use is not mandatory):

To: KPOP HOUSE OÜ, Tartu mnt 53, Kesklinna linnaosa, 10115 Tallinn, Estonia. Email: [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*):

— Ordered on (*) / received on (*):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:

(*) Delete as appropriate.

Statutory Legal Guarantee of Conformity

In addition to the right of withdrawal described above, you benefit from a statutory legal guarantee of conformity of two (2) years from delivery, in accordance with Directive (EU) 2019/771 of the European Parliament and of the Council.

If a product does not conform to the contract — for example, it differs from its description, lacks expected features, or has defects existing at the time of delivery — you may request, free of charge, repair or replacement. If neither remedy is possible or proportionate, you are entitled to a price reduction or to termination of the contract.

This statutory guarantee is independent of, and in addition to, any commercial warranty (where offered by us or the manufacturer). You retain all rights under the Estonian Law of Obligations Act and the laws of your country of residence.