Refund and Returns Policy

1. I haven’t received the item but I don’t want it anymore. Can I return what I’ve bought?

If your order has not yet been delivered and the items have not yet been assigned to a driver then yes you can.
In this case, you will receive a full refund. The above applies for eligible return products based on the return policy in our terms and conditions.

2. I received the item but I don’t want it anymore. Can I return what I’ve bought?

If you’ve already received your order, you have up to 3 days to return it as long as it meets the return conditions. If the item is eligible for return, it must be in the same condition received with the original package intact, but the pickup fees will be covered by the customer.

3. My item is defective. Can I return it?
4. If your item is defective or is not working as it is supposed to, please contact our Customer Service team.
5. My item is defective. Do I get a replacement?
6. If your item is defective or is not working as it is supposed to and you wish to have it replaced, please contact our Customer Service team.
7. Do I get a full refund of my money for a returned item?

If you placed a return request within 3 days of receiving it, the amount will be refunded to your wallet/account.

8. Can I replace an item?

 Yes you can If within 3 days of purchase

 

Terms & conditions:

Return requests should be made within 3 days from receiving the item.

Item should be in the same condition you received it. If you use or damage it, it can no longer be returned.

9. If the item is music album, books, gift card, candle, personal care, then the item is not eligible for return.
10. If the defective product can be covered under the manufacturer’s warranty, then the item cannot be refunded. Instead, you can arrange to get the item fixed or replaced.
11. The item should not be tampered with and should not have missing serial numbers, otherwise it will no longer be qualified for a refund.
12. Make sure the package has no missing items, including price tags, labels, original packing, freebies, and accessories.
13. The original package of any item should not be opened and should remain sealed.
14. How will I receive my refund if I have paid by credit card?

In case you paid for your purchase electronically, the amount will be refunded to your card/Wallet.  However, bear in mind that the amount may take time to reflect in your card statement, depending on your card provider.

15. How will I receive my refund if I have paid through Cash on Delivery?

If you have paid through Cash on Delivery, the money will be transferred to your wallet on your KotobCity account within a period of one (1) week from the collection date and subject to the compliance of the returned item to the return conditions.

16. If I received a gift through Kotob City. Can I return the Gift?

If you received a gift from a Kotob City user and would like to issue a return, you have the ability to exchange the item or have a refund into your wallet.

17. If you do not have a kotob City account, you will need to create one for our support team to be able to add the amount to it.
18. Gift amount cannot be claimed in cash nor credited to a card. Return Delivery shipment fees will be deducted from the value of the returned product.
19. I received a gift card through kotob City Can I return it?

Gift cards received through Kotob City cannot be returned nor can be used to purchase other gift cards.

 

                                           Warranty

• If the item is eligible for an in-home service, our team will schedule an inspection at your premises.
• If the item is eligible for carry-in services, our support team will ask you to visit the specified service center. Kindly make sure that you have a copy of your order details.

• Item will be reviewed and repaired if the terms and conditions apply.