Our policy is valid for a period of 60 calendar days from the date of the purchase. If you receive your order and are not satisfied for any reason you can return the product for a refund. If the period of 60 days has lapsed since the purchase we unfortunately can not offer a refund.
Refunds
To be eligible for a refund you need, proof the order received is defective or incorrect, was not received (after time frame has passed any additional time has been given for delays or post services to investigate), a valid cancellation request was sent or any item/s are being returned for refund. Item resend or part refunds will be made available first in some situations. Store credit may also be offered in place of monetary refunds.
Defective Product
If you receive any items that have any defects or damage prior to using, contact us and include evidence of the issues, without images or evidence a refund will not be offered. Defects do not include damage or issues that arise from incorrect or misuse by the end user.
Item Not Received
In the case of an order not being delivered or an item missing from a delivery a resend will be offered prior to a part or full refund. If the issue is due to incorrect details or failed delivery as outline in T&C's refunds will not be offered.
Cancelled Order
Valid requests sent within 24 hours will have a cancellation and refund processed.
Delayed Delivery
We do not guarantee postage time frames or offer refunds for delayed postage. Any delays caused are due to the postage carrier, customs or international post services etc, due to this we can not guarantee delivery dates or offer refunds past estimates as this is out of our control and down to the postal services. We will try our best to provide the most up to date and accurate time frames as estimated by the postal services.
Return for Refund
When sending an item/s back for a refund, the refund will only be processed once we receive the items back in an unused condition.
Custom Items
If an item/s feature any custom submission it is not eligible for return or refund due to the personalization of the product featuring the customers unique customizations, if received defective, incorrect or not received as outline in T&C's exceptions apply. Custom submissions will be made and sent out as it was personalised, nothing will be offered due to incorrect custom submissions, change of mind or not being happy with the quality of images the user provided.
Returns & Exchanges
If you have ordered an item/s and would like to return or exchange for any reason contact us at support@kocustomcreations.com with order number and reason for requesting a return or exchange.
Items can not be returned or exchanged if the items feature custom submissions or have been used and are not in the same condition they where sent in.
Sending items back
Once contacted and the return or exchange has been approved we will provide a return address, we do not cover return shipping cost. We recommend sending any items back via a tracked or signed for method however this is down to the returnee. Any items returned to KO Custom Creations will be inspected and be subject to a 10% restocking fee.
This document was last updated on July 20, 2023