Refund policy

At Kaapai, we take pride in the quality of our trading card display cases, card holders, and storage solutions. We want you to be completely satisfied with every purchase from kaapai.com. This Return and Refund Policy explains your rights and obligations when returning a product or requesting a refund.

1. Our 30-Day Return Guarantee

You have 30 calendar days from the date you receive your order to request a return. If 30 days have passed since delivery, we cannot offer you a full refund or exchange.

2. Eligibility Conditions for Returns

To be eligible for a return, your item must meet all of the following conditions：

• Unused and in original condition – The product must show no signs of wear, scratches, or installation.
• Original packaging – Including all protective materials, inner foam, plastic wraps, and any included accessories (e.g., stands, screws, velvet liners).
• Proof of purchase – Order number or receipt from kaapai.com.
• No customer-induced damage – Products damaged due to improper handling, dropping, or modification are not eligible.

3. Non-Returnable Items

The following items cannot be returned or refunded:

• Custom or personalized trading card display cases (e.g., engraved, custom-size, or logo-added products).
• Clearance, final sale, or “as-is” items clearly marked on the product page.
• Gift cards or digital products.
• Products returned after 30 days (except where local consumer law provides longer periods).
• Items missing original packaging or components (partial refund may be considered).

4. Return Process (Step by Step)

Follow these steps to return an item to Kaapai:

Step 1 – Contact Us
Send an email to support@kaapai.com with your order number and the reason for return. Attach photos or videos if the return is due to defect or damage.

Step 2 – Receive RMA Number
We will issue a Return Merchandise Authorization (RMA) number and provide the return shipping address. Do not send your item back before receiving an RMA number – unauthorized returns may be rejected.

Step 3 – Pack Securely
Place the product in its original packaging, then inside a sturdy shipping box. Write the RMA number clearly on the outside.

Step 4 – Ship the Return
Use a trackable shipping method (e.g., USPS, UPS, FedEx, DHL). Kaapai is not responsible for returns lost or damaged in transit.

Step 5 – Confirmation & Refund
Once we receive and inspect your return, we will send you a confirmation email and process your refund within 5–10 business days.

5. Return Shipping Costs

For international returns, if Kaapai is not at fault, you are responsible for all return shipping costs and any customs fees.

6. Refund Timelines and Methods

Once your return is approved:

• Refund method – We will refund the original payment method (credit card, PayPal, Shopify Payments, etc.).
• Refund amount – Full product price excluding original shipping charges (unless the return is due to our error).
• Processing time – 5–10 business days after we receive the returned item.
• Bank posting time – Your financial institution may take an additional 5–10 business days to show the refund.

If you used a gift card or store credit, the refund will be issued as a new store credit code valid for 12 months.

7. Partial Refunds

In certain situations, we may issue a partial refund (typically 15–50% of product price):

• Item returned with minor use or missing non-essential accessories.
• Item returned after the 30-day window but within 45 days of delivery.
• Original packaging is damaged or incomplete but the product itself is functional.

Partial refunds are at Kaapai’s reasonable discretion and will be clearly communicated before processing.

8. Exchanges (Size, Color, or Model)

We do not offer direct exchanges. If you need a different product:

• Return the original item following the process above (you pay return shipping unless defective).
• Place a new order for the desired item on kaapai.com.
• We will process your refund for the returned item separately.

This method is faster and guarantees the new item’s availability.

9. Damaged or Defective Products

If your trading card display case arrives damaged or defective:

• Contact us within 7 days of delivery at support@kaapai.com.
• Provide your order number and clear photos/videos of the damage or defect.
• We will offer one of the following:

1. Full refund (including original shipping costs)
2. Replacement (sent at no additional cost)
3. Store credit equal to 110% of product value

We may ask you to return the defective item using a prepaid label.

10. Order Cancellation and Refund Before Shipment

11. International Returns (Outside United States)

For orders shipped outside the US:

• Return shipping costs are generally non-refundable unless the return is due to a Kaapai error.
• Customs duties, taxes, and import fees paid at the time of original purchase are non-refundable by Kaapai – please get in touch with your local customs office.
• International return delivery times may take 15–30 business days.

We recommend using a shipping service with full tracking and insurance.

12. Late or Missing Refunds

If you have not received your refund after 15 business days from our approval:

1. Check your bank account or PayPal transaction history again.
2. Contact your credit card company – it may take additional time before the refund is officially posted.
3. Contact your bank – there is often a processing delay.

If you have done all of the above and still have not received your refund, please email support@kaapai.com with your order number and a screenshot of your transaction history. We will investigate within 3 business days.

13. Consumer Protection Rights

Nothing in this policy limits or excludes your rights under applicable consumer protection laws (e.g., EU Consumer Rights Directive, UK Consumer Rights Act 2015, Australian Consumer Law). Where local law requires a longer return period or different treatment, the local law shall prevail.

14. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes in our practices, shipping carriers, or legal requirements. The “Last Updated” date at the top of this page indicates when the policy was last revised. Your continued use of kaapai.com after any changes constitutes acceptance of the updated policy.

15. Contact Us

For any return, refund, or exchange questions, please reach out to our customer support team:

Kaapai
Email: support@kaapai.com
Website: https://kaapai.com
Business hours: Monday–Friday, 9:00 AM – 5:00 PM (Eastern Time)