Refund policy

We strive to provide the best shopping experience possible.
If there is an issue with your order, please contact us as soon as possible.

 

The following reasons are not eligible for returns or refunds:

  • Opened, used, tested, altered, or damaged products
  • Products damaged due to customer misuse, negligence, or improper storage
  • Personal preferences regarding texture, scent, color, taste, appearance, or performance
  • Individual skin reactions, sensitivities, allergies, or other personal compatibility issues
  • Minor scratches, dents, or cosmetic imperfections on product boxes or outer packaging
  • Minor external packaging damage that does not affect the product itself
  • Shipping delays caused by carriers, customs, weather, or other factors outside our control
  • Customs duties, taxes, fees, or inspection-related delays
  • Refusal to pay customs duties, taxes, or fees
  • Failure to provide information or documents requested by customs authorities
  • Refusal to accept delivery
  • Incorrect or incomplete shipping information provided by the customer
  • Any issue not specifically covered under the eligible refund conditions outlined in this policy
  • Sale or clearance items
  • Exchanges are not accepted under any circumstances. If you have an eligible issue with your order, please contact us to request a refund or replacement.

 

International Orders

All international sales are final except in the situations listed below.

Refunds, replacements, or reshipments are available only if the issue was caused by KPTOWN or the shipping carrier in one of the following situations:

  • A completely incorrect item was delivered
  • The product arrived significantly damaged or has a major manufacturing defect
  • The package was lost in transit before delivery, destroyed, or significantly damaged during shipping

No refunds, returns, exchanges, or cancellations will be accepted for international orders for any other reason, including but not limited to:

  • Ordering the wrong item, size, quantity, or variant
  • Change of mind
  • Dissatisfaction with the product
  • Failure to pay customs duties or taxes
  • Refusal of delivery
  • Any customer-related purchasing error

Customer-initiated returns, including orders placed incorrectly or unwanted items, are not accepted for international orders.

 

United States Orders

Orders Shipped from Korea

All orders shipped from Korea to the United States are final, with the exception of the situations listed below.

Refunds, replacements, or reshipments may be provided if:

  • A completely incorrect item was delivered
  • The product arrived significantly damaged or has a major manufacturing defect
  • The package was lost in transit before delivery, destroyed, or significantly damaged during shipping

Orders Shipped Domestically

Refunds, replacements, or reshipments may be provided if:

  • A completely incorrect item was delivered
  • The product arrived significantly damaged or has a major manufacturing defect
  • The package was lost in transit before delivery, destroyed, or significantly damaged during shipping

Customer-Initiated Returns

  • The item must be unopened, unused, and in its original packaging
  • You must contact us within 7 days of delivery
  • Return shipping costs are the responsibility of the customer
  • Original shipping fees are non-refundable
  • A 20% restocking fee will be deducted from the refund amount

Returns that do not meet these requirements may be denied.

 

To request a refund, replacement, or return, please contact us within 7 days of delivery at support@kptown.com and provide:

  • Your order number
  • Photos of the package and product
  • A clear description of the issue
  • An unedited and uncut unboxing video (required for claims involving damaged, defective, missing, incorrect, or tampered shipments)

Failure to provide sufficient evidence may result in the claim being denied.

Depending on the situation, we may offer:

- Replacement
- Partial refund
- Full refund
- Store credit


Failed Deliveries & Returned Packages

If a package is returned due to:

- Incorrect address
- Failed delivery attempts
- Unclaimed packages
- Refusal to pay customs duties or taxes
- Failure to provide requested customs documents
- Refusal to accept delivery

The original shipping fee and return shipping costs may be deducted from the refund amount.

In some cases, refunds may be limited if returned packages cannot be recovered due to local customs regulations.


Order Cancellation

Orders may be canceled only before shipment.

Once an order has been shipped, cancellation is no longer possible.

Please contact customer support immediately if you need to request a cancellation.

 

Refund Processing

Refunds are processed to the original payment method.

Please allow 5–10 business days for refund processing.

Additional processing time may be required depending on your bank or payment provider.

Shipping fees are non-refundable unless the issue was caused by KPTOWN.

KPTOWN reserves the right to refuse returns, refunds, or reshipments in cases involving:

- Suspicious activity
- Abuse of policy
- Repeated customs-related delivery failures
- Excessive refund requests


Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact:

support@kptown.com

We will do our best to assist you as quickly as possible.