Kakobuy Refunds, Returns & Disputes Explained
Knowing the refund rules before you order takes the stress out of things going wrong. What you can cancel, return or claim depends entirely on the order’s current status — here is the map.
Cancelling before it ships
While an order is Paid or Processing (bought but not yet shipped by the merchant), you can cancel and the money returns to your Kakobuy balance. Once the merchant has shipped, cancellation depends on the seller agreeing to a return. Full detail is in the purchasing guide.
Returns & exchanges from the warehouse
- Exchange — you can apply within 14 days of warehouse arrival, subject to the seller's agreement; restocking a replacement typically takes 7–20 days and exchange freight is buyer-paid.
- Return — you can apply within 5 days of warehouse arrival, subject to the seller's agreement; the refund lands in your balance after the merchant receives the goods.
Refund timing & fees
Online-payment top-ups (PayPal, card) refund to the original method; remittance refunds are processed by finance within 2–3 days after verification. Any payment-processor handling fee is borne by the user, and you generally wait more than two days after a recharge before applying. See refund terms.
When something is lost or damaged
Where the problem happened decides who pays:
- In the Kakobuy warehouse — purchased goods are compensated at original price; forwarded goods need proof of transaction and are capped at ¥5,000 per transfer order.
- In international transit — loss or damage by a third-party carrier is outside Kakobuy's control; it won't pay directly but will help you claim. Kako insurance, if purchased, has its own payout terms.
Claims are refused for customs confiscation, wrong-address/clearance failures on your side, in-transit fragile damage, and confirmed delivery to the correct address. Buying insurance and packing fragile items properly is the best protection.