RETURN & REFUND POLICY

1. 14-DAY ORDER ISSUE SUPPORT Each product undergoes strict quality inspections before shipment. If your package arrives damaged or has missing parts, please contact us within 14 days of delivery. We will provide free replacements or dedicated support.

2. IN-TRANSIT & CANCELLATION POLICY

• No Mid-Transit Refunds: Once an order is in transit, we do not accept cancellations or refund requests based on "slow shipping" or "lack of tracking updates." Ocean freight transit and customs clearance periods are part of the standard process.

• Forced Refusals: If a package is refused without valid reason or returned by force, the customer is responsible for all round-trip shipping costs and customs duties, which will be deducted from the refund.

3. DAMAGE & MISSING PARTS (Free 14-Day Support) If items arrive structurally damaged or with missing parts, please contact us within 14 days.

• Required Documentation: Please email support@kokopegboard.com with:

  1. Your order number.

  2. Clear photos/videos of the damaged item or missing parts.

  3. Photos of the outer packaging and shipping label.

  • Note: An unboxing video is highly recommended to expedite your claim.

• Resolution: Damaged items generally do not need to be returned. We will arrange for free replacements (via Air Express for small parts; Ocean Freight for major components).

4. NON-DEFECTIVE RETURNS If you wish to return a product for personal reasons (e.g., wrong size, change of preference) within 14 days of receipt:

• Condition: Items must be brand new, uninstalled, unused, and in original packaging with all tags and accessories intact.

• Costs: Customers are responsible for all return shipping costs, insurance, and import duties. Original shipping fees are non-refundable.

• Restocking/Depreciation Fee (15%–50%): After inspection, if the returned product shows signs of use, installation, or missing parts, a 15%–50% depreciation fee will be deducted from the refund based on the condition.

5. NON-REFUNDABLE ITEMS

• Custom/Made-to-Order items (once production begins).

• Any items that have been installed, misused, or are missing original tags/packaging.

• Gift cards, clearance items marked as "Non-Returnable," and free gifts.

6. MODIFICATIONS & ADDRESS ERRORS

• Order Changes: Orders enter the production/fulfillment phase rapidly. We cannot guarantee modifications once placed, but please contact us immediately for assistance.

• Wrong Address: We are not responsible for delivery failures or losses resulting from incorrect or incomplete addresses provided by the customer.

Please email us at support@kokopegboard.com explaining your situation and if we haven't shipped your order yet we can make the change!

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@kokopegboard.com