Refund policy

Return Policy

KPOP Culture aims to be fair and transparent while balancing the different ways we source New, Pre‑Loved, Pre‑Order and Seoul Saver items. This policy works alongside your rights under Australian Consumer Law, which always apply if a product is faulty or significantly not as described.

1. Pre-Loved & As-Is Items

  • All Pre‑Loved and clearly marked “As‑Is” items are final sale and not eligible for change‑of‑mind refunds, returns or exchanges.
  • Each item is graded and described to show its condition; by purchasing, you accept the stated condition and any disclosed imperfections.
  • You may still be entitled to a remedy under Australian Consumer Law if the item is not as described in the listing.

2. New Items

  • You may request a change‑of‑mind return within 14 days of receiving your order.
  • To be eligible, items must be:
    - Unused and unopened.
    - In original condition, with all original packaging and inclusions.
    - Accompanied by proof of purchase (order number/receipt).
  • Certain items are not eligible for change‑of‑mind returns (see Section 5).

How to request:
Email kpopculture@outlook.com with your order number, item details and reason for return. We’ll provide the return address and next steps if approved.

3. Pre‑Order & Seoul Saver Items

  • Pre‑Order and Seoul Saver items are sourced specifically based on customer orders and are not eligible for change‑of‑mind cancellations, refunds or exchanges once placed.
  • This includes situations where:
    - Release dates are delayed by the label or distributor.
    - Pre‑order benefits or first‑press bonuses are reduced, changed or unavailable; in these cases, the standard edition will still be supplied.
  • You may still be entitled to a remedy under Australian Consumer Law if the product is faulty or significantly not as described when it arrives.

    4. Return Process for Eligible Items

    • Customers are responsible for return shipping costs for change‑of‑mind returns.
    • A 15% restocking fee may be deducted from the refund to cover handling, payment fees and restocking.
    • Original shipping costs paid at checkout are non‑refundable, except where required under Australian Consumer Law.
    • Returns sent without approval or with insufficient packaging may be rejected or refunded at a reduced amount if damaged in transit.

    5. Local Delivery Returns Policy (Temporarily not available)

    • For items delivered locally within our 30km free delivery zone, returns are accepted within 14 days of delivery if unused, in original condition, and properly packaged.
    • Customers must arrange and pay for return postage to our Wetherill Park Parcel Locker address—no return shipping labels are provided.
    • Once received and inspected, we will issue a refund to the original payment method within 5 business days, minus any applicable restocking fees (15% of order value) and original outbound freight if applicable.
    • We do not refund return shipping costs or cover losses/damages during transit back to us.

    Inspection & refund timing:

    • Returned items are inspected within 10 business days of arrival.
    • Approved refunds are processed to your original payment method.
    • If you have not received your refund within 15 days of our approval confirmation, please contact us.

    6. Non‑Returnable Items

    Unless required by law, the following are not eligible for change‑of‑mind returns or refunds:

    • Pre‑Loved & As‑Is items.
    • Pre‑Order and Seoul Saver items.
    • Perishable goods (if applicable).
    • Custom, personalised or made‑to‑order items.
    • Hazardous materials or items with sanitary/hygiene seals once opened.
    • Gift cards and certain sale or clearance items clearly marked as final sale.

    7. Damages, Faulty Items & Issues

    • Please inspect your order as soon as you receive it.
    • If your item is damaged in transit, faulty, or you receive the wrong item, contact us as soon as possible with:
      - Order number.
      - Photos of the item, packaging and any damage.
    • We will assess the issue and, where appropriate, arrange a repair, replacement, partial refund or full refund in line with Australian Consumer Law.

      8. Items Not as Described

      • If you believe an item (including Pre‑Loved or As‑Is) is significantly not as described in photos and text, please contact us with details and photos.
      • Where we agree the description or grading was inaccurate, we will work with you on an appropriate remedy (such as return, refund or partial credit), consistent with your consumer rights.

      For any questions about how this policy applies to your order, contact us at kpopculture@outlook.com before checking out so you can shop with full confidence.