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Refund Policy

1. Introduction

We value your satisfaction and aim to provide a smooth and transparent shopping experience. This Refund Policy explains the conditions and process for requesting a refund. By placing an order on our website, you agree to the terms outlined below.

Please note that KUBO Preorders follow specific terms that may differ from this standard refund policy. For all pre-purchase commitments related to KUBO, please refer to our Preorder Policy.

2. Eligibility for Refunds and Return window (Not included preorders)

We offer a 14-day return window for all customers in Europe.
This 14-day period starts from the date the customer receives the product, in accordance with EU consumer protection law.

To be eligible for a voluntary return:

  • The product must be unused, unopened, and in its original packaging.

  • You must initiate the return within 14 days from the delivery date.

  • Return shipping costs are the responsibility of the customer, unless the product is defective, damaged, or incorrect.

  • No restocking fee applies to products returned in perfect, unused condition.

Important:
This 14-day return period does not affect your right to report shipment or product issues, such as:

  • Wrong item received

  • Damaged item received

  • Missing items

  • Defective products upon arrival

These issues should be reported to us as soon as possible to qualify for review or refund. While we recommend reporting within 48 hours of delivery to speed up resolution, EU law ensures consumers can claim for defects up to 2 years after delivery.

3. Non-Refundable Items

The following items are strictly non-refundable:

  • Opened and used products
  • Promotional, sale, or discounted items
  • Gift cards or digital vouchers

Important:
This section does not affect your statutory rights under EU consumer law.

  • Consumers still have the right to claim a refund, repair, or replacement for defective, damaged, or incorrect products, regardless of whether they were on sale or opened.

4. Order Cancellation

  • Orders can be cancelled only before they are processed for shipping.
  • Once the order is shipped, cancellation is no longer possible.

If you wish to cancel your order, contact us immediately with your order number.

5. Damaged or Incorrect Items

If you receive:

  • A damaged product
  • An incorrect item
  • A missing item

Please contact us at [email protected] with:

  • Order number
  • Photos/video of the issue
  • Unboxing proof (if available)

We will review your case and guide you on the next steps.

**We require photographic evidence from you to confirm the product was damaged during transport by the transport company.

You must email us at [email protected] within 48 hours of proof of delivery in order to process a refund or replacement product. Anything outside of 48  hours may not be eligible for a refund or replacement. This timeline is to help us make a claim as quickly as possible with our shipping carrier while we work to replace your damaged order.

6. Returns & Restocking Fee

If your return request is approved:

  • You are responsible for the return shipping costs, unless the product is defective, damaged, or incorrect.

  • No restocking fee will be applied to products returned in unused, unopened, and original condition.

Once the product is returned and received:

  • We will inspect it for any signs of damage or usage.

  • If any damage or usage is found, you will be responsible for repair costs or necessary compensation, which will be deducted from your refund.

Your refund will be issued only after:

  • The product is received and evaluated

  • Any applicable deductions (restocking fee, repairs, compensation) are calculated

  • Your refund is then processed for the final amount, and you will receive an email summary including:

    • Final refund amount

    • Itemized deductions (if applicable)

    • Any additional details

Important:
Refunds can only be processed once your original payment has fully cleared. Pending or on-hold payments cannot be refunded.

7. Return Request Procedure

To initiate a return:

  1. Email us at [email protected] with the subject line “Return Request”.

  2. You will receive a confirmation email acknowledging your request and providing the next steps.

  3. You must ship the product back to us within 5 days of receiving our confirmation email.

  4. You are responsible for securely packing the product to avoid damage during transit.

If your return is accepted:

  • We will send you a return shipping label and detailed instructions.

  • Items sent back without an approved return request will not be accepted.

8. Refund Processing Time

If your refund request is approved:

  • Refunds are issued within 5–10 business days
  • Refunds are processed to the original method of payment

Bank or payment processor delays may apply.

9. Shipping Costs

  • Shipping fees are non-refundable
  • If a refund is approved, it will only cover the product cost
  • Return shipping (if applicable) must be paid by the customer

10. Missing Refunds

If you haven’t received your refund after our confirmation:

  1. Check your bank account
  2. Contact your credit card provider
  3. Contact your bank

If you still need assistance, email us at [email protected] and we will help resolve the issue.

11. Contact Us

For refund-related questions or assistance:
📩 [email protected]
We’re here to help.

 

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