Refund and Returns Policy

Thank you for shopping with Project KE! We strive to provide a seamless shopping experience, and we understand that sometimes things don’t go as planned. Please review our Refund and Returns Policy below for guidance on cancellations, returns, and refunds.

Return Policy:

  • Unopened Items:
    Unopened items can be returned within 30 days unless otherwise specified on the product details page. The packaging must be in the same condition as when initially received
  • Opened Items:
    Opened items, including those removed from the packaging, are not eligible for returns. This includes items with visible indications of being opened or no longer factory sealed.

Damaged and Defective Items:
Defective or damaged items can be exchanged within 14 days of receiving your order. If the item is unavailable, a refund will be issued. Please fill the contact us form, and provide a picture of the issue to assist us in resolving it.

-The following issues do not qualify as a defective product:

    • Minor cosmetic paint issues
    • Package condition (unless you have purchased Collector’s Grade: Package Grading Guide)

-Return Shipping – Domestic Customers:

    • We cover return shipping fees for our errors or damaged/defective products.
    • For other reasons, you are responsible for return shipping fees.

-Return Shipping – International Customers:

    • For our errors or damaged/defective products, we issue store credit for reasonable return shipping costs.
    • For other reasons, you are responsible for return shipping fees.

– Preparing Your Item for Return Shipping:

    • Pack the item in an appropriately sized shipping box, using protective materials.
    • Do not place the shipping label directly on the item.

– Refunds:

Refunds are issued after receiving and processing the product. They are in the original form of payment, or store credit if necessary.

    • Credit Cards: Typically, 3-5 business days.
    • PayPal: Up to 30 days.

– Refused and Undeliverable Shipments:

    • Refused shipments will be treated as returns, and return costs will be deducted from the refund.
    • For undeliverable shipments due to customer errors, additional fees may apply before reshipment.

– Restocking Fees:

We typically do not assess restocking fees but reserve the right to do so in specific situations, such as missing, damaged, or opened items.

 

Cancellation Policy:

To cancel an order, please submit a request through our Cancellation Request Form. Our team will be happy to assist you.

  • In-Stock Items:
    • Orders can be canceled if they have not been shipped.
    • If a tracking number has been issued, cancellations are no longer possible.
  • Pre-order Items:
    • Cancellations are accepted before the estimated Pre-Order month.
    • Full refund for orders placed before 12/01/2023.
    • A 5% fee applies for orders placed on or after 12/01/2023 if canceled later than 90 days from the transaction date.
    • No refunds or returns are available after the estimated release date.
  • Pre-Orders placed prior to 12/01/2023:
    • Follow our previous hassle-free cancellation policy.
    • Eligible for cancellation and/or refund if paid for until the expected release month.
    • Submit a request for assistance with canceling these pre-orders.

Chargebacks:

  • If a chargeback is received in error or otherwise, the order will be automatically canceled.
  • Chargebacks violate our pre-order policy and may result in the permanent closure of your LTS account.
  • Submit a request for any concerns to allow our Support Team to assist you.

Important Notices:

  • All sales are final after the estimated release date.
  • Repeat pre-order cancellations during or after the estimated Pre-Order release month, including cancellations due to payment issues, may result in the permanent closure of all orders and LTS accounts. No future orders will be accepted.

Contact Information:

Our Support Team is available during normal business hours to address any questions or concerns. We appreciate your understanding and cooperation. Thank you for being a valued member of the Project KE community!