Returns, Refunds and Exchanges Policy
In order to improve the service quality provided by Kopitok.com and to help our valued members to provide better services for their customers, the terms of the After Sale Service provided Kopitok.com are as follows.
Note: the following terms refer to the policy and instructions of the After Sale Service for Kopitok.com, and how distributors engage with customers.
1. Evidence for After Sale Services
The related evidence is needed. The acceptable conditions are screenshots of email history, screenshots showing refunds from PayPal and other payment methods recognized by Kopitok.com, images of problems associated with the order, video footage (videos illustrating the problem), and so on. Kopitok.com offers no After Sale Service to orders that do not demonstrably provide clear photographic/video proof of the problem. Furthermore, the following information is also needed:
The format is as follow:
Shipping Method + Shipping Number:
Details of the problem:
2. Time Period for After Sale Service
(a) Quality problem: product quality issue within 14 days of receipt.
(b) Damaged during shipment: the product is defective due to shipment/transit within 7 days since delivered.
Problems above need to be reported within the stated timeframes; otherwise, we will deem the problem to be caused intentionally, making the case ineligible for any after sale service.
3. After Sale Services for Received Products
(a) Quality problem: Flaws caused during production and shipping process. Due to extreme discounts on all our items, we cannot offer After Sale Services for products with less than 10% damage/defect.
(b) The problem of fittings: fittings are damaged, defective, or missing.
After any evidence provided has been verified by us: for problems that can be resolved by the buyer, we can refund the cost only if the cost is below the product cost; for problems that cannot be solved by the buyer or the cost exceeds the product cost, we can provide either usable fittings or refund following a product return. The order amount will determine how the situations listed are resolved.
(c) Orders are left unattended or mistakenly shipped: resolution based on order amount.
●Orders left shipped: Check the package weight of the order to confirm, the solution should be provided between buyer and customer assistance through clear and professional communication.
●Orders mistakenly shipped: Check order SKU and SKU of the received package to confirm, the solution should be managed between buyer and customer assistance through communication.
(d) Damaged during shipping
●Package damage: it cannot be handled if the product is functional.
●Product damage: it cannot be handled if the product is functional and the damage amount is below 10%.
(e) Wrong description of the product
●If the words and pictures on the description page are slightly different from actual product, but the product is functional then After Sales Services cannot be offered.
●Words and pictures on the description page are slightly different from actual product, and the product cannot be used for its designated function, the solution should be negotiated and communicated between buyer and customer assistance.
4. Custom Clearance
For customs clearance, respective responsibility needs to be clarified between the buyer and our company.
(a) Tariff claim: tariff is claimed by local customs based on local policy, and specific to different countries and states, so buyers are responsible for payment. Since it is clearly out of our control, we do not classify this as an After Sale Issue.
(b) Package destroyed by customs or cargo agent: we are not responsible if buyers reject or contest tariff claim or attempt to import products prohibited in their state, country, or region.
(c) We are not responsible for products that cannot go through/clear customs due to lack of product qualification; buyers need to clearly state what qualification issues are involved.
Note: Members are solely responsible for checking (a) if the sensitive product(s) can be shipped to the destination before dispatch and (b) whether the product requires any specific credentials/declarations.
5. Types of After Sale Services available for products not received
(a) Yet to be received: Buyers are informed by Customer Service staff; we are not liable for packages that have been returned or destroyed that have not been dealt with in time.
(b) Abnormal delivery: Buyers are informed by Customer Service staff; we are not liable for packages that have been returned or destroyed that have not been dealt with in time.
(c) Failed to deliver: Buyers are informed by Customer Service staff; we are not liable for packages that have been returned or destroyed that have not been dealt with in time.
(d) Exceeded shipping time limit, refunded by platform dispute: If the package has not been received 60 days after the sale, the package is declared missing.
(e) Package delivered, buyer reports not received: buyer needs to obtain proof that the “package has not yet arrived” from their local post office and send the proof to us for further checking.
(f) No shipping update: over 14 days since the sale has elapsed without a shipping update, shipping status with order number will be checked, if the order has still not been received after 60 days after sale arrangements can be approved for the above situation.
(g) We are not responsible if the buyer refuses to receive and accept a package.
(h) The missing package condition is not applicable to surface mail as well as package checks.
6. Returned by shipping
(a)Overseas package return: items not received (see Term 5 above), including packages that have been returned, abandoned or destroyed, will be dealt with according to the terms and conditions:
☆ Overseas return:
Cost of resending = Return shipping the item to us + Cost of return shipping to the customer
Refund = Price paid for the product – Cost of Resending
(b) Domestic packages returned: domestic packages returned due to address issue, security check, etc. These situations will be handled either by resending or refund:
☆ Resending will use a shipping carrier at an equivalent cost: for instance, post insured for post insured, surface mail for surface mail, etc.
☆ Refund amount = the price of the product – shipping cost.
7. Exemption Disclaimer
The following conditions are exempt from receiving After Sale Services:
Incorrect address provided by buyers; buyers who cannot provide evidence that meets the threshold of proof and who do not intend to return the product for testing; buyers who ask for resends, resupply and return, refund overdue; product shipped, situations caused not by quality issues and/or not our responsibility, buyers who provide subjective/unacceptable reasons to ask for refund. Please kindly contact our customer services for further information.
Some items can not be returned if they are opened. These include music, software, and video games.Merchandise that has been worn, used, or altered will not be accepted for return or exchange.