Refund policy

Cancelling Orders

You may only cancel your order if the order status has not already been marked as "Fulfilled". Contact us here with your request and we will get back to you shortly.

Returns and Refunds

Return requests must be made for SEALED, UNOPENED items within 7 days of delivery or in-store purchase. You will also need the receipt or proof of purchase. If 7 days have gone by since delivery date, we cannot offer you a refund.

We are not responsible for damages or manufacturing errors that may happen inside the album or other merchandise (eg. missing photocards or other inclusions) and will not issue refunds for these reasons.

To start a return, you can contact us here.

If your return is accepted, we’ll send you a return shipping label and instructions. Return shipping cost will be deducted from your total refund amount, excluding the original shipping costs. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Pre-ordered items are only eligible for a refund if the request was made within the pre-order time period. If the time period has passed, we cannot issue you a refund.

You can always contact us for any return question here.

Exchanges

To exchange an item you have already received, you must make a separate purchase for the new item and contact us with your intent to return once we have fulfilled and shipped your new order. Follow the Return Policy above. To be eligible for return/exchange, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Damages and issues for opened albums

If you are concerned about the possibility of damaged albums, please make sure you film an unedited and uncut video of you unboxing your package from Kloud and taking the items out. Kloud will only be able to offer a full refund under these circumstances:

• Must contact us at support@kloudkpop.com with order # and concern
• Must submit a full unboxing video in email, plus pictured proof of damages
• Must return entirety of album to Kloud (either shipped back with a return label from Kloud or returned in-store), including any official pre-order benefits

If you are unable to complete all of the above, we may still be able to issue a partial refund upon staff evaluation of your situation.

Please inspect your order upon reception and contact us here immediately if the item is defective, damaged or if you receive the wrong item, so that we may help you handle the issue.