Return & Product Damage Policy

Return or Refund Request Handling

1. Kiosk Crew only handles return or refund requests related to fulfillment processes and services performed by Kiosk Crew.
2. Return or refund requests must be submitted within a maximum of 1×24 hours after:
   • The package has been received by the customer or Brand, or
   • A discrepancy in the fulfillment process has been identified.
3. Brand is required to provide supporting documents, including:
   • Order or shipment number
   • Unboxing photo or video
   • Evidence of damage, shortage, or discrepancy
4. Each request will be reviewed based on:
   • Kiosk Crew system data
   • QC and packing documentation
   • Applicable service terms and conditions
5. The final decision regarding the return or refund will be communicated after the verification process has been completed.

Returned Product Policy

1. Returned products will be inspected by the Kiosk Crew team before their status is determined.
2. Returned products may be classified as:
   1. Sellable (restock)
   2. Reject / damaged
   3. Hold (pending Brand instruction)
3. Products declared sellable may be returned to active inventory.
4. Products declared as reject will be separated from sellable stock and recorded in the inventory logs.
5. Further handling of returned products will follow the Custom Fulfillment policy.

Product Damage & Loss Policy

Quality Control & Responsibility

1. Kiosk Crew conducts QC and packing processes in accordance with operational standards to minimize the risk of damage or loss.
2. Once the package has been handed over to the courier, responsibility for any damage or loss transfers to the courier, unless the Protect+ service is used.
3. Kiosk Crew is not responsible for damage caused by:
   • Natural characteristics of the product (fragile, melting, leaking, etc.)
   • Brand’s original packaging
   • Products requiring special handling that were not previously informed
   • Force majeure (flood, earthquake, etc.)