Returns & Exchange
At KPOPURBAN, we aim to provide high-quality products and a smooth, transparent shopping experience. If you are not fully satisfied with your purchase, our return, exchange, and cancellation policy is outlined below to ensure clarity and fairness for both customers and the brand.
1. Eligibility for Return or Exchange
A return or exchange request will be accepted only if all of the following conditions are met:
The request is raised within 5 days of the delivery date.
The product is unused, unworn, unwashed, and in resalable condition.
Original tags are intact and attached to the product.
The product is returned in its original packaging, along with all accessories or inserts.
Only one return or exchange is allowed per product per order.
Important Note:
All returned products undergo a strict quality inspection. Products showing signs of use, stains, odors, damage, alterations, or missing tags/components will not be eligible for return or exchange and will be sent back to the customer.
2. Returns
If you wish to return a product:
You must connect with our support team via the Contact Us page and submit the return request with complete and accurate details for proper understanding and faster resolution.
Refunds will be processed to the original payment method only after the returned product successfully passes our quality inspection.
Return Shipping Charges:
If the return is due to manufacturing defects, damage, or an error from KPOPURBAN, we will bear the return shipping charges.
If the return is due to personal reasons (such as fit, style, color preference, or change of mind), a ₹100 return shipping fee will be deducted from the refund amount.
Returns must be shipped strictly as per the instructions provided by our support team. Unauthorized returns will not be accepted.
3. Exchanges
We offer exchanges under the following conditions:
Exchanges Due to KPOPURBAN’s Error:
If you receive a wrong size, wrong color, wrong product, defective item, or damaged product, all exchange and shipping charges will be fully borne by KPOPURBAN.
No Exchanges for Customer Preference:
We do not offer exchanges for reasons such as incorrect size selection, color preference, or change of mind by the customer.
If you have ordered an incorrect size, color, or variant:
You may apply for a return as per the return policy
A ₹100 return shipping fee will apply
You can place a new order separately for the correct product
Customers are strongly advised to review the size chart, color, and product details carefully before placing an order.
Replacement Unavailability:
If a replacement is unavailable in cases where KPOPURBAN is at fault, you may opt for a refund as per this policy.
4. Non-Returnable & Non-Exchangeable Conditions
Returns or exchanges will not be accepted if the product:
Shows visible signs of use or wear
Has been washed, altered, or damaged after delivery
Is missing original tags, original packaging, or accessories
Is requested for return after 5 days from the delivery date
5. Defective, Damaged, or Incorrect Products
If you receive a defective, damaged, or incorrect product:
Contact us within 48 hours of delivery via the Contact Us page.
Share your order ID, along with clear images or videos showing the issue.
Once verified, we will arrange a free replacement or a full refund, depending on product availability and your preference.
6. Return Pickup & Mandatory Handover Video (Fraud Prevention)
When a return pickup is scheduled, recording a clear handover video is mandatory to protect both you and KPOPURBAN from transit-related issues or scams.
The video must clearly show:
The original product
Original tags attached
Original packaging
The product being handed over to the delivery agent
The product, tags, and packaging must be clearly visible throughout the video without cuts.
This video must be uploaded via the Contact Us form, along with:
Order ID
Registered email or phone number
Reason for return or exchange
Supporting images or videos (if applicable)
This process helps us raise issues with our delivery partners in case of loss, tampering, or damage during transit and ensures your safety and a smoother resolution. Requests without a proper handover video may be rejected.
7. Cancellations
Orders can be cancelled within 6 hours of placing the order or before dispatch, whichever is earlier.
Once the order is shipped, it cannot be cancelled. However, it may still qualify for return as per this policy.
8. Processing Timelines
Our support team will respond within 1–2 business days after receiving a complete request.
Once the returned product is received and approved, refunds or exchanges will be processed within 7–10 business days.
All timelines mentioned refer to business days, excluding Sundays and public holidays.
Final Authority
KPOPURBAN reserves the right to approve or reject any return, exchange, or refund request based on quality inspection results and compliance with this policy.
