Return & Exchange Policy
At Hey Kpop, ensuring our customers’ satisfaction is our top priority! To help us assist you efficiently with any merchandise inquiries, we have a few important guidelines.
UNBOXING VIDEO PROTOCOL
A proper Unboxing Video is required for all inquiries related to damaged, defective, incorrect, or missing items. Please always film an unboxing video immediately upon receiving your order to ensure you have video proof of any potential issues.
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Check your items before unwrapping:
Verify that you’ve received the correct item(s) and version(s) before unsealing or unwrapping the product. -
Do not unwrap items with visible issues:
If a product appears visibly damaged, defective, or incorrect on the exterior, please do not unseal or unwrap it.
HOW TO SUBMIT A RETURN OR EXCHANGE REQUEST
If you encounter an issue with your order, please email us at support@heykpop.com within 7 days of your delivery being marked as delivered by the courier. Include the following information in your email:
- Full Name
- Order Number
- Explanation of Issue
- Unboxing Video (unedited)
- Preferred Resolution: Refund, Exchange, or Replacement
A proper Unboxing Video should record the package from the moment it is opened, showing all contents clearly and unedited. The video should point out any missing, incorrect, damaged, or defective item(s).
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
- Once your claim is reviewed and approved, we will provide a prepaid return label for the item(s) being returned or exchanged.
- Upon receiving the returned item(s), we will proceed with one of the following resolutions based on your preference:
- Refund: Full cost of the returned item and shipping.
- Store Credit
- Replacement Item: If the product is still in stock.
If you notice visible damages or defects to the exterior of an item, do not unwrap or unseal the product. Items that are unsealed or opened cannot be accepted for return/exchange in these cases.
IMPORTANT EXCLUSIONS
Please note the following conditions that are not eligible for returns or exchanges:
- Minor imperfections in outer boxes, sleeves, or cases (e.g., scratches, small dents, or discoloration) as these are meant to protect the product.
- Any cosmetic damage that cannot be noticed from a distance of 30cm or more.
- Minor curling, bending, or tears in paper materials (e.g., magazines, posters) caused during transit.
- Returns or exchanges due to dissatisfaction with the randomly assigned photocard will not be accepted.
MISSING ITEMS
For missing item(s), we will review your Unboxing Video and issue:
- A full refund if the item is out of stock.
- A replacement shipment if the item is available.
CHANGE OF MIND RETURNS
If you wish to return an item due to a change of mind, please contact us within 7 days of the delivery date.
- Items must be in original condition and packaging.
- Customers are responsible for return shipping costs.
- A partial refund may be issued for items returned after the 7-day window or items that are not in their original condition.
Once we receive the returned item, it will be inspected, and a refund (minus shipping fees) will be processed within 5-7 business days. Refunds will be issued to the original payment method and may take an additional 3-5 business days to reflect in your account, depending on your bank.
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