Refund policy
All Sales - General
All purchases made through KaisKollectibles.com are subject to this policy. By completing a purchase, you confirm that you have read, understood, and agreed to these terms.
Returns & Exchanges
We do not accept returns or exchanges on any items. All sales are final unless an exception is explicitly outlined below.
Cancellations - In-Stock Orders
We make every effort to ship in-stock items the same day. If you need to cancel an in-stock order, contact us immediately at Info@KaisKollectibles.com. If your order has not yet entered packaging, we will honor the cancellation at no charge. Once packaging has begun, the order cannot be cancelled.
Cancellations - Pre-Order Items
Pre-order cancellations are handled in two stages:
- Within 14 days of purchase: Full cancellation, no fee. You will receive a complete refund to your original payment method within 5–7 business days.
- Day 15 through the date your order ships: Cancellations are accepted with a 20% cancellation fee deducted from your refund. The remaining balance will be returned to your original payment method within 5–7 business days.
- After your order has shipped: No cancellations or refunds are available. The order is considered fulfilled.
To request a cancellation, contact us at Info@KaisKollectibles.com with your order number. Please allow additional time for your bank or card issuer to post any approved refund.
Damage Claims
If your order arrives damaged, contact us within 7 days of delivery at Info@KaisKollectibles.com with photos of the item and all packaging materials. This documentation is required to file a shipping insurance claim on your behalf. Claims reported outside this window may not be eligible for coverage. Once a claim is initiated, timely responses from you are required. Claims denied due to non-response cannot be reopened.
Re-Shipping Services
Customers using third-party re-shipping or package forwarding services do so entirely at their own risk. Kai's Kollectibles cannot guarantee handling, packaging, or transit conditions beyond the original delivery point. Orders received via re-shipping services are not eligible for damage claims or refunds of any kind.
Refunds
Refunds are issued only in the following circumstances:
- An approved cancellation within the applicable window described above
- An approved damage claim
Refunds are processed to your original payment method within 5–7 business days of approval.
In rare cases where a discretionary exception is granted, Kai's Kollectibles reserves the right to charge a restocking fee of up to 20%. Only brand-new, unopened, and undamaged items will be considered.
Disputes & Chargebacks
We stand behind every order. If you have any concern, including item condition, description accuracy, or missing components, please contact us at Info@KaisKollectibles.com before initiating a dispute or chargeback with your bank or card issuer. We resolve the overwhelming majority of issues quickly and directly. Initiating a chargeback without first contacting us may result in your account being flagged and future orders being declined. We maintain complete records of all order acknowledgments, communications, and shipping documentation including sending and receiving video and will provide these to your card issuer in any dispute proceeding.