Refund policy
Scope of this policy
The returns, refunds, exchanges and one-year warranty set out in this policy apply only to the original purchaser who bought the product new from us or from one of our authorised retailers (the "Eligible Purchaser"). Products obtained through secondary channels — resale apps, auctions, private sales, gifts or other transfers — are not covered by the returns, refunds, exchanges or free-of-charge warranty described here. Paid repairs are still available for such products (see "Repairs" below). To apply the warranty, we may ask you to provide proof of purchase showing when and where the product was bought, such as an order number, receipt or delivery note.
Returns, refunds and exchanges (within 30 days of delivery)
If the product does not meet your expectations, or if it has an initial defect or manufacturing fault, we will accept a return, refund or exchange for any reason within 30 days of the date you received it.
To be eligible for a return, refund or exchange, all of the following conditions must be met.
- The product is in the same condition in which you received it
(beyond the minimal powering on and handling needed to check for an initial defect, it must not show significant use) - The original box, accessories, memory unit and every other part included at the time of purchase are present
- There is no physical damage caused by the customer
(for example dropping, impact, submersion, water ingress, modification or misuse)
We inspect every returned product. We issue a refund or exchange only where that inspection satisfies us that the conditions above have been met. Where the return is for reasons of the customer's own choosing, the refund covers the price of the product itself, less shipping.
Refunds are normally processed within 3–7 business days of the inspection being completed, and are issued to the original payment method.
How to return an item
If you would like to return an item, please contact info@kyu-o.com first.
We will tell you whether the return can be accepted and explain the procedure, including how to send the item back and the return address.
We cannot accept products sent back without prior contact and approval.
We cover return shipping only where the product had an initial defect or where the fault is otherwise ours.
Where the return is for reasons of the customer's own choosing, return shipping is at the customer's expense.
When returns, refunds and exchanges are not available
We cannot accept a return, refund or exchange in the following cases.
- More than 30 days have passed since the date of delivery
- The product shows scratches, soiling or damage that occurred while in the customer's possession
- The original box, accessories or packaging (bags, cases and the like) are missing
Exchanges
Exchanges are subject to the same conditions and procedure as returns under this policy.
Depending on stock, an exchange may be fulfilled with the same product or an equivalent one.
One-year warranty against ordinary failure
Our products carry a one-year warranty against ordinary failure, running from the date of delivery and available to the Eligible Purchaser only.
Where a functional defect or failure arises under normal conditions and normal use (an "ordinary failure"), we will repair the product free of charge or, at our discretion, replace it. The warranty does not cover the following.
- Failure caused by external factors such as dropping, impact, submersion or water ingress
- Failure caused by misuse, use contrary to the instructions, or modification or disassembly
- Wear on consumable parts over time, such as reduced battery performance
- Failure caused by natural disaster, including earthquake, fire, lightning and flooding
- Products with a history of repair or modification by anyone other than us
- Products obtained through secondary channels such as resale apps, auctions or transfers
We cover the shipping costs of a repair or replacement within the warranty period only where we determine the fault to be an ordinary failure.
Repairs
Ordinary failures arising within one year of the Eligible Purchaser's delivery date will be repaired free of charge, or replaced at our discretion.
Repairs that fall outside the warranty — including those after the warranty period has expired and those on products obtained through secondary channels — are available at cost. We will examine the fault, provide a quotation, and proceed only once you have agreed to it.
Where the quotation is not agreed, no repair will be carried out.
Contact
For any question about returns, refunds, exchanges or repairs, please contact us at the address below.