Free U.S. Shipping on Orders Over $50! 🚚

RETURN & REFUND POLICY

Last Updated: 08/21/26

Thank you for shopping with KiyoKulture. We want you to feel confident when purchasing from us, so please review this Return & Refund Policy before placing your order.

By purchasing from KiyoKulture, you agree to the terms below.

RETURNS & EXCHANGES

Because many K-pop albums and collectibles contain sealed, randomized, limited-edition, or collectible inclusions, we generally cannot accept returns or exchanges simply because you:

  • Changed your mind;
  • Ordered the wrong album or version;
  • Received a randomized photocard or inclusion you did not prefer;
  • No longer want the item after it has shipped;
  • Opened or removed the original factory packaging.

Please carefully review product titles, versions, inclusions, POB information, and descriptions before completing your purchase.

Nothing in this policy limits any rights you may have under applicable consumer-protection laws.

ELIGIBLE RETURN REQUESTS

Please contact us if:

  • You received the wrong product;
  • An item is missing from your order;
  • Your product arrived significantly damaged;
  • You received a defective product;
  • Another fulfillment error occurred on our end.

Contact us at hello@kiyokulture.shop within [7 days] of confirmed delivery.

Please include:

  • Your name;
  • Order number;
  • A description of the problem;
  • Clear photographs of the product;
  • Photographs of the shipping box and packaging when damage occurred during delivery.

We may request additional information before approving a return, replacement, or refund.

DAMAGED PRODUCTS

K-pop albums travel internationally before reaching customers, and minor cosmetic imperfections can sometimes occur during manufacturing or transportation.

Small dents, scratches, corner wear, plastic-wrap imperfections, or similar cosmetic issues that do not significantly affect the product may not qualify for a refund or replacement.

However, if your item arrives with significant damage, please contact us within the timeframe above so we can review the issue.

Please keep the original product, packaging, and shipping materials until your claim has been resolved.

MISSING OR DAMAGED ALBUM INCLUSIONS

Many album inclusions—such as photocards, postcards, posters, stickers, or other collectible items—are inserted and sealed by the manufacturer.

KiyoKulture does not open sealed albums to inspect their contents before shipment.

Because of this, we cannot guarantee which randomized inclusions will be inside an album.

If a manufacturer accidentally omits an advertised inclusion from a factory-sealed album, contact us and we will help determine whether a remedy is available through our supplier or distributor. We cannot guarantee that the manufacturer will provide a replacement.

RANDOMIZED ITEMS

Randomized album versions, photocards, POBs, and other collectible inclusions cannot be returned or exchanged simply because you received a particular member, design, or version you did not prefer.

If customers may select a specific version, the product page will clearly state that option.

PRE-ORDERS

Pre-order purchases reserve products before they are available for immediate shipment.

Release dates, supplier arrival dates, and estimated shipping dates may change because of manufacturers, entertainment companies, distributors, international shipping, customs, or other circumstances outside KiyoKulture’s control.

A delayed release or supplier shipment does not automatically qualify an order for a refund.

Pre-Order Cancellations

If you want pre-orders to be cancelable before you place your supplier order, you could use:

Pre-order cancellation requests may be accepted before KiyoKulture submits or finalizes the corresponding inventory order with our supplier. Once inventory has been ordered or allocated specifically for customer pre-orders, cancellations may no longer be available.

If you plan to make pre-orders completely non-cancelable, I would have that rule legally reviewed before publishing it rather than relying on a blanket “no exceptions” clause.

PRE-ORDER BENEFITS (POBs)

Pre-order benefits and limited promotional items are subject to availability and the terms of the original supplier.

POBs may be limited and may differ depending on the retailer or distributor.

If a specific POB is guaranteed with your purchase, it will be identified in the product listing.

KiyoKulture is not responsible for substitutions, shortages, delays, or cancellations made by a third-party manufacturer or distributor, although we will make reasonable efforts to help resolve issues when possible.

INCORRECT ITEMS

If KiyoKulture sends you an incorrect item, please contact us within [7 days] of delivery.

Do not open the incorrect product if you notice the mistake while it is still sealed.

Once we verify the error, we will provide instructions for the appropriate replacement, return, or refund.

You will not be required to pay return shipping when the error was caused by KiyoKulture, where applicable.

RETURN CONDITION

When a return is approved, the product generally must be:

  • Unused;
  • Unopened;
  • In its original packaging;
  • In the same condition in which it was received;
  • Returned with any included promotional items or benefits.

Do not send a return without first contacting KiyoKulture and receiving return instructions.

Unauthorized returns may not be accepted.

RETURN SHIPPING

If a return results from an error by KiyoKulture or an approved damaged-item claim, we will provide instructions regarding return shipping.

For any other return we voluntarily approve, the customer may be responsible for return shipping costs where permitted by law.

Original shipping charges are generally non-refundable unless the return resulted from our error or applicable law requires otherwise.

REFUNDS

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method.

Banks and payment providers may require additional processing time after the refund has been submitted.

KiyoKulture does not control your bank or payment provider’s processing timeline.

LOST PACKAGES

If tracking shows that your order has not been delivered and appears to be lost in transit, please contact us at hello@kiyokulture.shop

We may need to open an investigation or claim with the shipping carrier before issuing a replacement or refund.

PACKAGES MARKED “DELIVERED”

If tracking shows that a package was delivered but you cannot locate it, please:

  1. Check around the delivery location;
  2. Ask household members or neighbors;
  3. Check with your apartment office or mailroom, if applicable;
  4. Contact the shipping carrier.

If the package still cannot be located, contact KiyoKulture and we will help determine what options may be available.

A carrier’s “delivered” scan does not automatically guarantee eligibility for a refund, but we will review the situation fairly and in accordance with applicable law.

REFUSED OR UNCLAIMED PACKAGES

If a package is refused, left unclaimed, or returned because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the order can be resent.

Any refund available for a returned package may exclude shipping charges and other non-refundable costs where permitted by law.

SALE AND PROMOTIONAL ITEMS

Any special restrictions applying to clearance, final-sale, promotional, or discounted merchandise will be clearly disclosed on the relevant product page before purchase.

CHARGEBACKS

If you experience a problem with an order, please contact KiyoKulture first so we have an opportunity to resolve it.

Nothing in this provision prevents customers from exercising legitimate rights provided by their card issuer, payment provider, or applicable law.

POLICY CHANGES

KiyoKulture may update this Return & Refund Policy from time to time.

Any updates will be posted on this page with a revised “Last Updated” date.

The policy applicable to your order will generally be the policy in effect when your purchase was made, except where applicable law requires otherwise.

CONTACT US

For questions, damaged-order reports, or return requests, contact:

KiyoKulture
Email: hello@kiyokulture.shop
Website: [YOUR WEBSITE URL]

Please include your order number whenever contacting us about an existing purchase.