Terugbetalingsbeleid

 

KEAPOP RETURN & REFUND POLICY

1. In-Store Purchases

All sales made in our physical KEAPOP stores are final.
K-pop albums and merchandise are collectible products that may include random inclusions and manufacturer variations. Minor imperfections in packaging or production are considerd normal and are not classified as defects.

If you receive a damaged or incorrect item, PLEASE CONTACT US WITHIN 48 HOURS. A complete unboxing video showing the sealed package from start to finish is required for any claim. Only store credits or exchange  will be given.

Requests without sufficient proof may not be accepted. By completing your purchase, you agree to these terms.

• Please check your items carefully before leaving the store.
• This policy complies with Dutch consumentenrecht (legal guarantee / wettelijke garantie).

All in-store purchases are final. As item can be inspected before purchases, returns, exchanges, or refunds are not accepted unless required under applicable consumer law. Only store credits will be given for exception situation as below. K-pop albums and merchandise are collectible products that may include random inclusions and manufacturer variations. Minor imperfections in packaging or production are considerd normal and are not classified as defects.If you receive a damaged or incorrect item, PLEASE CONTACT US WITHIN 48 HOURS. A complete unboxing video showing the sealed package from start to finish is required for any claim. Requests without sufficient proof may not be accepted. By completing your purchase, you agree to these terms.

2. Online Purchases

For online orders (www.keapop.com) customers have a 14-days cooling-off period (herroepingsrecht) under EU consumer law.
You may return an unused product within 14 days of receiving it, unless one of the exceptions below applies.
- Items must be returned in their original, unopened packaging, No used.
- Refunds include the product price and standard shipping cost (excluding any express or international surcharges).

3. Pre-Orders & Limited Editions

All pre-orders (including Lucky Draw versions, fan-sign editions, or limited editions) are final once placed.
- Pre-orders are imported or produced specifically for each customer.
- Therefore, cancellation, change, or refund is not possible after payment, unless KEAPOP is unable to deliver the item.
- This also applies to signed albums or products that include exclusive photo cards or bonuses.
- Opened or unsealed items cannot be returned under EU law once delivered.

4. Signed Products (Signed Albums / Autographed Items)

Signed products are customized and collectible items.
- All signed products are non-refundable and non-exchangeable, except if the item arrives damaged or incorrect.
- Slight variations in autograph placement, ink marks, or packaging are considered normal and not defects.

5. Lucky Draw & Random Inclusion Products

Lucky Draw albums and random bonus versions (e.g., pre-order photocard events) are randomized by the supplier.
- KEAPOP cannot guarantee or exchange specific members or versions.
- Returns or exchanges for “member preference” are not accepted.
- Refunds only apply if the product is defective or missing promised items.

6. Blind Boxes / Mystery Items

Blind boxes and other mystery-type collectibles are final sale.
- The surprise element is part of the product; requests for specific characters or exchanges after opening are not possible.
- Refunds are only offered if the sealed item arrives damaged or incorrect.

7. Claim & Proof Requirement for defective items.

To process any claim (e.g., defective, damaged, or missing items), the customer must provide clear video proof:
- The video must show the full unboxing process, from unopened packaging to the defect,
- The KEAPOP security sticker or seal must be clearly visible in the video,
- The claim must be submitted within 7 days of delivery.
Claims without valid video evidence cannot be accepted, as we cannot verify the condition of the item upon arrival.

8. Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 7 days of delivery with:
- your order number,
- the required unboxing video proof.
We’ll review your case and provide a replacement or refund according to Dutch warranty law (wettelijke garantie).

9. How to Return

Email: support@keapop.com with your order number, video proof, and reason for return.
Once approved, you will receive the return address and instructions.
Return costs are paid by the customer unless KEAPOP is at fault (e.g., defective or wrong item).

By putting in a request through https://keapop.com/ you are consenting to the terms beneath. We set these arrangements to guarantee that you are completely mindful of our discount and return techniques and methodology. 

 RETURN PROCESS

To start a return, you can contact us at Support@keapop.com If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

10. Contact

KEAPOP Customer Service
Botersloot 38A, 3011 HH Rotterdam, The Netherlands
Email: support@keapop.com

11. Dutch Compliance Note

This policy respects the EU Consumer Rights Directive (2011/83/EU) and Dutch Consumentenwet.
Your legal warranty rights (wettelijke garantie) remain valid for all items purchased at KEAPOP.

DAMAGED AND WRONG PRODUCTS OR ISSUES

If it's not too much trouble, investigate your request upon gathering and reach us right away assuming the thing is inadequate, harmed, or on the other hand assuming you get some unacceptable thing with the goal that we can assess the issue and make it right. 

To return your item, you should contact our mail: support@keapop.com

Contingent upon where you reside, the time it might take for your traded item to contact you might shift.

EXCHANGES

We only exchange products that are damaged, wrong product, wrong size, or defective. If you need to exchange an item, please contact us at support@keapop.com

 RESTOCKING FEE

We don't charge a restocking expense on returns.

 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 within 5 to 10 business days on your original payment method.