Refund Policy

RETURNS & EXCHANGES

You have 14 days to change your mind. The 14 days start on the day you receive the goods, or the day someone you nominated receives them for you. That person cannot be the courier. If your order arrives in several parcels, the 14 days start when you receive the last one. If you collect your parcel from a parcel locker or pick-up point, the period starts on the day you collect it. It does not start on the day the carrier marks it as delivered. Please check that you have received all the correct items and versions before unwrapping your products.

If an item arrives damaged, faulty, incorrect, or is missing from your parcel, tell us at info@kpophouse.eu. You have two years from delivery to raise a problem with the goods. Please tell us within two months of noticing it. Include your name, your order number, a short description of what is wrong, and what you would prefer. You can ask for a repair, a replacement or a refund.

We put it right at no cost to you. That covers repair, replacement or refund, including the cost of sending the item back to us. For a missing item we send a replacement as soon as we can. If it is out of stock we refund it in full. We answer in writing without undue delay, normally within 15 days.

An unboxing video helps a great deal, and we recommend filming when you open a parcel. With one we can usually settle a claim in a single message. It is not required, and we will never refuse a claim because you do not have one. Photos, the packaging itself, or a description of what happened work too.

To start a return, contact us at info@kpophouse.eu. Any clear statement that you are withdrawing is enough. There is no set wording and you do not need our approval. It is enough that you send your message before the 14 days are up. We will then send you instructions on how and where to send your package. Please tell us before sending anything back, so we can match your parcel to your order. Return postage is at your cost.

You may return any item, including one you have opened and unpacked. You are welcome to inspect a product as you would in a shop. We only reduce the refund if the item has lost value through handling beyond what was needed to check its nature, characteristics and function. Send the item back no later than 14 days after you told us you are withdrawing. The date you send it counts, not the date it reaches us.

We refund the price of the goods and the cost of delivery to you. Delivery is refunded at the rate of the cheapest standard delivery we offer. If you chose a faster or more expensive option, the difference is not refunded. If you keep part of the order, the original delivery cost is not refunded. Import duties or taxes charged by the authorities of your own country are not ours to refund.

PRE-ORDER ITEMS — DELIVERY TIMES

Please read carefully before placing your order.

Pre-order items are not currently in stock. They are ordered from our suppliers in South Korea specifically in connection with customer orders after the purchase has been placed.

The estimated delivery time is approximately 4–5 weeks from the date of purchase on our website. This is an estimated timeframe and may be extended due to supplier processing times, release or restock schedules, international transportation, customs procedures, or carrier delays. In any case, we undertake to deliver within 60 days. For items that have already been released we count those 60 days from your order. For items released later we count them from the official release date.

If a release date moves, we will contact you. You can then choose to wait for the new date or cancel for a full refund. If we miss the delivery deadline above, you may give us a short additional period. If we still fail, you can cancel the order and we will refund everything you paid.

Please consider this carefully before purchasing. Pre-order items should only be ordered if you are comfortable with the estimated waiting time and the possibility of delays.

You have the right to withdraw from your order within 14 days of receiving it, and you can cancel at any time before dispatch. The only exception is a sealed CD or other sealed recording whose seal you have broken after delivery. Your statutory rights are not affected.

ITEMS THAT CANNOT BE RETURNED

Some items cannot be returned once unsealed. That covers sealed CDs, DVDs and other sealed audio or video recordings if you break the seal after delivery, and sealed goods that cannot be returned for hygiene reasons once unsealed. Goods made to your specification or clearly personalised cannot be returned either. Nothing else is excluded. Discounted and sale items can be returned on exactly the same terms as everything else. An unused gift card can be returned within 14 days. If a card has been partly used, we refund the remaining balance.

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 let you know once we have received your return. We refund to your original payment method within 14 days of receiving your withdrawal notice, and no approval on our side is needed. We may wait to pay until we have the goods back, or until you show proof that you sent them, whichever comes first. Please remember it can take some time for your bank or card issuer to process and post the refund.

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: info@kpophouse.eu

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.

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.