Refund policy

K-Space Malaysia
Last Updated: 12 November 2026

At K-Space Malaysia, we carefully handle and prepare every order. We aim to ensure that our customers receive the correct items in the condition reasonably expected.

Please read our policy before purchasing.

1. Change-of-Mind Returns

We generally do not accept returns, exchanges or cancellations for:

  • Change of mind.

  • Accidental purchases.

  • Ordering the wrong version, member or quantity.

  • No longer wanting the product.

  • Finding a lower price elsewhere.

  • Random inclusions not matching personal preferences.

  • Minor cosmetic packaging imperfections that do not make the product defective or materially different from its description.

This policy does not affect customers' statutory rights concerning defective, incorrectly described or non-conforming goods.

2. Pre-order Cancellation

Pre-orders are normally confirmed with our suppliers after payment.

Once a pre-order is confirmed, change-of-mind cancellations are not generally accepted.

However, where a product cannot be supplied, there is a material failure to fulfil the order, or the customer is otherwise legally entitled to a remedy, K-Space will provide the applicable refund or alternative resolution.

3. Damaged, Defective or Incorrect Items

If you receive a product that is significantly damaged, defective, incorrect or missing an advertised inclusion, please contact us as soon as possible.

For efficient investigation, we recommend contacting us within 48 hours of delivery.

Please provide:

  1. Your order number.

  2. Clear photographs of the product and issue.

  3. Photographs of the shipping packaging.

  4. A continuous unedited unboxing video, showing the sealed parcel and all four sides before opening.

An unboxing video is strongly recommended, particularly for shipping damage or missing-item claims.

Important: The absence of an unboxing video does not automatically remove your rights to a remedy under Malaysian law. Claims will be assessed using the available evidence.

4. Outer Packaging and Manufacturing Imperfections

K-pop products are frequently shipped internationally and may experience minor manufacturing or transportation-related imperfections.

Examples include:

  • Minor outer-box dents or corner pressure marks.

  • Slight creases or scratches on protective packaging.

  • Small printing inconsistencies.

  • Minor cosmetic marks that do not materially affect the product's advertised condition, use or value.

Such imperfections do not automatically qualify for a refund or replacement.

However, substantial damage, misleading product descriptions and defects that breach applicable consumer guarantees will be assessed individually.

5. Photocards and Random Inclusions

Photocards and collectible inclusions may contain minor production marks.

Unless expressly stated:

  • Photocard members and designs are random.

  • Duplicate inclusions are possible.

  • Specific members cannot be guaranteed.

  • Minor manufacturing variation is not automatically considered a defect.

Incorrect products, missing guaranteed inclusions and materially defective items remain eligible for applicable remedies.

6. Returns and Exchanges

Where a return or exchange is approved:

  • We will provide return instructions.

  • The product should be packaged securely.

  • Please retain all relevant original inclusions and packaging where reasonably possible.

  • Do not send products back without first contacting us, unless required or permitted by law.

For verified defects or incorrect fulfilment, K-Space will cover reasonable return costs where legally required.

7. Refund Options and Processing

Depending on the circumstances and applicable consumer rights, the resolution may include:

  • A replacement.

  • A repair, if appropriate.

  • A partial refund, if agreed.

  • A full refund.

Any refund due will be processed within a reasonable timeframe after the claim has been assessed and the necessary return arrangements have been completed.

Where possible, refunds will be made to the original payment method.

The actual time for funds to appear may depend on the bank or payment provider.

8. Supplier Cancellation and Unavailable Items

In the event of supplier cancellation, failed allocation or confirmed unavailability, we will contact the customer.

If the item cannot be fulfilled, the customer will be offered a refund or another suitable option with their agreement.

We will not force customers to accept a different product or later batch where they are legally entitled to a refund.

9. Lost or Damaged Parcels

If your parcel is lost or arrives significantly damaged:

  • Contact us with your order details.

  • Retain packaging and relevant evidence.

  • We will investigate the matter with the courier.

  • Any applicable replacement, refund or other remedy will be provided in accordance with Malaysian law.

10. Items That Are Generally Not Returnable for Change of Mind

  • Confirmed pre-orders.

  • Opened albums and collectible merchandise.

  • Random photocards and inclusions.

  • Limited-edition merchandise.

  • Specially sourced items.

  • Clearance items clearly sold with disclosed cosmetic imperfections.

These restrictions do not apply where mandatory statutory rights require a remedy.

11. Contact for Refund Assistance

Email: kspacemy@gmail.com

WhatsApp: 012-7972939

Please include your order number and a description of the issue so our team can assist you.