Please note before starting a refund that outer case is for protecting goods, slight scratches and discolouration of the case is not a defect of the product.
We have a 14-day return policy, which means you have 14 days from the day your item is delivered to request a return.
To be eligible for a return, we ask that you record a full unboxing video that has not been edited. You must show all sides of the parcel are still sealed. If the sealed sticker is broken and there is no unboxing video, we cannot exchange the item.
All purchases are final as we do not offer refunds for a change of mind without good reason. Any refunds accepted are refunded in the form of store credit.
To start a return, you can contact us at info@iheartkpopaus.com with the following details:
If your return is accepted we will give you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For any returns or refunds the shipping is to be paid by the customer, original shipping fees are non-refundable. You can always contact us for any return questions at info@iheartkpopaus.com. Please note that emails are only monitored Monday, Wednesday, Thursday and Friday 11-7pm.
For the quickest response time please message us on Instagram instead @iheartkpopaus.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You will be asked to return the item to us in the same condition as received, with all inclusions inside.
Damaged packaging is not a reason for return. Packaging such as as the outer box/case/cover is made to protect the inner goods. Damages such as small spots, scratches, flaws or discolouration cannot be a reason for compensation. We make sure that we provide sufficient protection so that there is no damage however occasions may occur that is beyond our control.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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 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 on your original payment method minus original shipping costs. Please remember it can take some time for your bank or credit card company to process and post the refund too.
