Returns, complaints and exchanges

❓ Can I cancel my order?

✅ Yes! We are happy to cancel orders without any charge if your items have not yet been shipped.
📦 If the order has already been shipped or arrived, it is possible to return it within 14 days, but only if the items are still unpacked / sealed from the factory. In this case, the customer pays the return shipping costs. Once the goods arrive back to us, we will issue you a full refund (excluding shipping costs).
✉️ To cancel your order, please email us with your name and order number at: info@kspaceproject.com

❓ Can I return or exchange my order?

✅ We accept returns and exchanges of albums within 14 days of delivery , as long as the items are unopened and in their original foil packaging . The customer is responsible for all shipping costs.
🚫 If the album is already unpacked, returns and exchanges are not possible.
🚫 Returning magazines/magazines is not possible.
🚫 All our photo cards (POBs, LUCKY DRAWs) are genuine and cannot be returned.
💰 Returned goods will be refunded using the same payment method used to purchase (excluding shipping costs).
📹 We recommend that our customers record an unpacking video when opening the package. If the goods are damaged, we can offer compensation based on the video. However, if you do not record an unpacking video, we cannot confirm the validity of the claim for damaged or missing products.
⚠️ We only offer exchanges in the event of serious damage , which can be proven by an unboxing video. We cannot compensate for minor scratches, dents or manufacturing errors (e.g. poorly printed pages, typos or missing album components such as photo cards, etc.). These defects often occur naturally during the manufacturing process and as all our albums are sealed/originally packaged, we have no control over this. If an unboxing video is taken that clearly shows serious damage before the customer unboxed the product and the item is still sealed in its original packaging, we can offer an exchange.
🚚 Delayed delivery is not a reason for a refund , as it is the responsibility of the carrier. If you do not receive your order within 15 business days of shipment, please contact the carrier.

❓ Why was my order cancelled?

🔍 Orders may be canceled without warning if we detect suspicious activity.
🛑 If we evaluate an order as highly fraudulent, it will be canceled without prior notice.
📜 Some products have a maximum quantity limit per customer - these rules are always stated in the product description. If you order more than allowed, your order may be modified or canceled.
🕵️ If an order is flagged as a potential fraud , we will contact you for further verification. If sufficient proof of the legitimacy of the purchase is not provided, the order will be canceled.

⚠️ Please note: Damaged or discounted items are final sale and cannot be returned or exchanged.

📩 For any further questions, please contact us at:
info@kspaceproject.com