Last updated: March 3, 2026
In Plain English
- All sales are final - we cannot accept returns for change of mind.
- If your product arrives damaged, defective, or is the wrong item, contact us within 48 hours with photos.
- We recommend filming your unboxing so you have evidence if something is wrong.
- We'll investigate and offer a replacement, reship, or store credit depending on the situation.
- Approved refunds are credited within 7-10 business days.
Important: All Sales Are Final - Except where required by applicable consumer protection law (for example defective or incorrectly shipped products), we do not accept returns, exchanges, or refunds.
1. All Sales Final
Every order placed on K.Drop is final. Orders are processed within 1-2 business days (Mon-Fri) and shipped via express courier. Consequently, we cannot accept standard returns or exchanges for change of mind.
2. Refunds May Be Granted Only For
Defective or Incorrect Products
If a product arrives damaged, defective, or is not the item you ordered, you must contact us within 48 hours of delivery. We will investigate and offer a resolution (see Section 4 below).
Packaging Integrity Issues
If the outer packaging is visibly compromised in a way that could affect product sterility or integrity, you are eligible for a resolution. Compromised packaging includes:
- Outer box visibly crushed, punctured, or torn open
- Inner product seal broken or tampered with
- Signs of exposure to extreme temperatures (leaking, warping)
- Wet or water-damaged packaging
Minor cosmetic scuffs or dents to the outer shipping box that do not affect the sealed product inside are not considered compromised packaging.
Missing Items
If an item is missing from your shipment, please notify us within 48 hours. We will investigate and either ship the missing item or issue a refund or credit for it.
3. Evidence Requirements
To process any claim, we require photographic or video evidence submitted within 48 hours of delivery. Please include:
Required Photos
- Your order number (confirmation email or packing slip)
- The outer shipping box and label
- Close-up of the damage, defect, or incorrect product
- Full product with packaging visible
Recommended: Unboxing Video
We strongly recommend filming your unboxing from the moment you open the shipping package. An unboxing video provides the clearest evidence and helps us resolve claims faster. While not required, it significantly strengthens your claim.
Do Not Discard Packaging
Please retain all original packaging (outer box, inner packaging, inserts) until your claim is resolved. We may request additional photos or ask you to return the item for inspection.
Email all evidence to admin@k-drop.store with the subject line: "Claim - Order #[your order number]".
4. Resolution Options
Once we've reviewed your evidence, we will offer one of the following resolutions depending on the nature of the issue and product availability:
- Replacement: We ship the same product again at no cost to you.
- Reship: If a package is lost in transit or undeliverable, we reship to the same or corrected address.
- Store Credit: A credit applied to your K.Drop account for future purchases.
Cash refunds to your original payment method are issued only when replacement or reship is not feasible (for example product discontinued). Approved refunds are credited within 7-10 business days.
5. Wrong or Missing Item Investigation
Our investigation process:
- We acknowledge your claim within 1 business day of receiving your email with evidence.
- Our fulfillment team reviews the packing records and warehouse logs for your order.
- We will provide a resolution (replacement, reship, or credit) within 3 business days of acknowledgment.
- If we need additional information, we will contact you - the investigation timeline pauses until we hear back.
6. What Is Not Covered
We do not provide refunds for:
- Change of mind or buyer's remorse
- Incorrect product selection by the customer
- Products that have been opened or used (unless defective)
- Issues reported after the 48-hour window
- Minor cosmetic packaging imperfections that do not affect the product
- Shipping carrier delays
Order Cancellations
Cancellations may be requested within 1 hour of placement by emailing us. After this window, orders enter our processing queue and cannot be cancelled. Orders placed before 11:00 AM EST on a business day may ship the same day.
Processing Time
Approved refunds will be credited to your original payment method within 7-10 business days. Replacement orders are processed within 1-2 business days.
Contact Us
Email: admin@k-drop.store
Phone: +1-289-998-3531
Business Hours: Mon-Fri: 9AM - 6PM EST
K.Drop
Brantford, Ontario, Canada