Support Center

Exchanges & Refunds

Last Updated: Feb 15, 2017 01:02PM PST
Please note that all merchandise sold on the Klei Store are non-refundable and cannot be exchanged unless defective or damaged. 

1) What if I received a defective/damaged product? How can I make a return/exchange?


Unfortunately, manufacturing hiccups do happen from time to time. If you find that the item you've received has a defect or is damaged, contact our livesupport team with your transaction information and a description of the defect. Pictures of the defective product are helpful to send us as well.

2) What if I changed my mind and want to exchange an item?

We cannot exchange any items that have already been shipped out. However, if you would like to adjust your order before the item(s) have shipped, please contact our livesupport team of your order adjustment request immediately.

3) How long do refunds/exchanges for defective products take to process?

Depending on shipping, customs, and travel time, domestic refunds/exchanges can take up to two weeks. International refunds/exchanges for defective products can take up to a few weeks to a month. If you have not received a refund or exchange after that time, please contact our livesupport team for more information.

4) For all international orders, you are responsible for any custom charges/tax applied by your local government. 

If you find that you have received a charge other than price of the item + shipping from customs or your local post office, please see here: http://support.kleientertainment.com/customer/portal/articles/1695591
 

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