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Return, Exchange and Refund Policy
Return, Exchange and Refund Policy
1. General Provisions
KCRUSH carefully handles every order and strives to ensure customer satisfaction. This Return, Exchange and Refund Policy sets out the conditions applicable to order cancellation, claims regarding defective or incorrect items, missing inclusions, and approved refunds.
2. Non-Returnable Products
Albums, CDs, DVDs, and other audio and video products are not eligible for return or exchange, except where otherwise required under applicable law.
Items that have been opened, used, damaged by the customer, or returned without prior approval are also not eligible for return or exchange.
3. Missing Inclusions
If any inclusion is missing from the product, the customer must provide a continuous unboxing video recorded from the moment the shipping box is opened until all contents are fully checked.
Claims regarding missing inclusions may be rejected if no valid unboxing video is provided.
4. Damaged or Defective Items
If the customer receives an item with a defect or damage, the customer must contact KCRUSH as soon as possible and provide the following:
- photos of the outer package;
- photos clearly showing the defect or damage;
- an unboxing video, if available;
- the order number.
After reviewing the submitted materials, KCRUSH will determine the appropriate resolution at its sole discretion, including replacement, partial refund, full refund, store credit, or other reasonable remedy where applicable.
5. Wrong Item Delivered
If the customer receives an incorrect item, the customer must contact KCRUSH promptly and provide:
- photos of the item received;
- photos of the package;
- the order number;
- an unboxing video, if available.
Once the claim is reviewed and confirmed, KCRUSH will offer an appropriate solution.
6. Order Cancellation
An order may be cancelled only before it has been dispatched for shipment.
To request cancellation, the customer must contact customer support and provide the relevant order number and contact details.
If the order has already been dispatched, cancellation will no longer be possible.
7. Refund Procedure
Refunds are issued only after review and approval by KCRUSH.
If a refund is approved, it will be processed to the original payment method used for the purchase. The time required for the refunded amount to appear in the customer’s account may vary depending on the bank, card issuer, or payment service provider.
Shipping fees, return shipping costs, payment processing fees, or other non-refundable charges may be deducted from the refund amount where applicable.
8. Exchange Procedure
Exchanges are available only in cases approved by KCRUSH, including confirmed shipment of a wrong item or confirmed material defect.
KCRUSH reserves the right to decide whether a case will be resolved by exchange, replacement, refund, partial refund, store credit, or another appropriate remedy.
9. Outer Packaging Disclaimer
Damage to the outer packaging alone, including minor dents, scratches, folds, or compression occurring during international transportation, shall not automatically be deemed a valid reason for return, exchange, or refund if the product itself remains unaffected.
10. Contact Information
For all questions regarding returns, exchanges, missing inclusions, damaged items, incorrect deliveries, or cancellations, please contact customer support through the contact details provided on the website and include your order number in the inquiry.
