Refund policy

EXCHANGE AND RETURN POLICY

Exchanges or returns can be made within 7 (seven) days after receiving the product, provided it is in the same condition as delivered.

Conditions for Exchange:

  • Product with manufacturing defects;
  • Receipt of an incorrect product.

How to Proceed:

The customer must contact the Customer Service Center via email: k_idolmerch@outlook.com to receive instructions for returning or exchanging the product.

The product must be returned via mail in the same condition it was received, including:

  • Original box;
  • Accessories (if any);
  • Manuals;
  • Invoice.

As we offer free shipping on purchases, the customer will bear the return shipping cost to "K-IDOL MERCH". For exchanges, "K-IDOL MERCH" will cover the shipping cost of sending the correct product back to the customer.

Exchanges and Returns Will Not Be Accepted in Cases of:

  • Improper use of the product;
  • Product not in its original packaging;
  • Tampered tags;
  • Missing accessories;
  • Signs of use.

Procedures:

  • Exchange: If the above conditions are met, the customer may choose another product on the website or exchange it for the same model. If the new product is more expensive, the customer must pay the difference. If it is cheaper, the difference will be refunded.

  • Return and Refund: If the conditions are met, the customer will receive only the amount paid for the product (shipping costs will not be refunded, if charged) through the same payment method used during the purchase.

    • Credit Card: The amount will be refunded on the next billing statement.
    • Bank Slip: The customer must provide a bank account for the refund, which will be processed within 10 business days.

ORDER NOT DELIVERED DUE TO INCOMPLETE ADDRESS OR ABSENCE OF THE RECIPIENT

  • It is not possible to change the delivery address after the product has been shipped.
  • If the address is incorrect and the product is returned to the sender, no further delivery attempts will be made to that address.

Specific Situations:

  1. Incorrect Address:

    • If delivery cannot be completed due to incorrect address information provided by the customer, no refund will be issued, and the customer must place a new order.

  2. Recipient's Absence:

    • The postal service will make up to three delivery attempts.
    • If no one is available at the address, the package will be sent to the nearest postal office, where the recipient must pick it up within 7 calendar days.
    • After this period, the package will be returned to the sender. To have the product reshipped, the customer must pay for the new shipping cost.

  3. Delivery Tracking:

    • All details about delivery attempts and the address of the postal office where the package can be picked up will be recorded in the tracking code.
    • The customer can track the order on the postal service website using the tracking code provided by the store.