Refund

We offer refunds for eligible items within 14 days of receiving your order.

To qualify for a refund:

• The item must be unopened, unused, and in its original packaging (with factory seal intact).
  
• The item must be in the same condition that you received it.
  
• You must provide proof of purchase (order confirmation or receipt).
  
• The return request must be approved by our customer service team before sending the item back.
  
• Orders lost due to incorrect or incomplete shipping addresses provided by the customer are not eligible for refunds or replacements.
• Delays caused by public holidays, carrier workload or sale periods are not eligible for refunds.

📩 To start a refund request:

Please contact us at support@kplayground.co.uk

Include your order number, name, and clear photos or video evidence (if applicable).

⚠️ Items sent back to us without prior approval will not be accepted.
Customers are responsible for return postage unless the product is defective or incorrect.

If your order arrives damaged, defective, or incorrect, please notify us within 3 days of delivery.

To process your claim:

1. Film a full unboxing video (from sealed package to full inspection).
2. Email the video/photos to support@kplayground.co.uk.
3. We will review the evidence and provide one of the following solutions:
   
   - Replacement of the same item (if available)
   - Full or partial refund
   - Store credit equivalent

💡 Without an unboxing video, verification may not be possible.

• Official Photocards
  
• Lightsticks (unless faulty at purchase)
  
• Cosmetics (if seal is broken)
  
• Sale or discounted items
  
• Gift cards / custom items
  
• Opened albums
  

Pre-order items are made-to-order imports, and cannot be cancelled, exchanged, or refunded except if:

✅ The item is damaged, defective (verified via unboxing video), or incorrect.

❌ Refunds are not accepted for:

• Change of mind
  
• Minor manufacturing variations
  
• Delays due to customs or shipping
  

Once your request is approved:

1. You’ll receive an email confirmation.
   
2. After inspection of the returned item, we’ll notify you of approval or rejection.
   
3. Approved refunds are issued to your original payment method within 10 business days.
   Processing time may vary by your bank or card provider.
   

If more than 15 business days pass after approval, contact support@kplayground.co.uk.

We strongly recommend filming a full unboxing video showing:

• Unopened parcel & shipping label
  
• The entire unboxing process
  
• Condition of all items inside
  

This serves as evidence for any damage or missing item claims.
Without this, refunds may not be processed.

A receipt or order confirmation email is required for all refunds or exchanges.

Refund requests cannot be validated without proof of purchase.

If you have any refund-related questions, reach out to us:

📧 support@kplayground.co.uk
🕓 Mon–Fri, 10:00–18:00 (UK Time)
🌍 Based in the United Kingdom

We’re here to help you resolve any issues as smoothly as possible.