Return and Refund Policy

RETURN & EXCHANGE POLICY

Last updated: September 02, 2020

Thank you for your purchase from 24kupi. We hope you are happy with your product. Please read our policy carefully, as we have specific guidelines for our general merchandise and strict privacy rules for our Wi-Fi cameras.

1. WI-FI CAMERA PRIVACY & SECURITY RULE (APPLIES WORLDWIDE)

All Sales Are Final on Opened/Scanned Cameras. Once the QR code on a Wi-Fi camera is scanned, it links permanently to the user's personal smartphone. Because we cannot remotely verify if a user has permanently deleted the camera from their app, reselling an opened camera creates a severe privacy risk where the original buyer could potentially view the live video stream of the next user.

Therefore, to protect the privacy and security of all our customers: Any camera that has been unsealed, powered on, or had its QR code scanned cannot be returned, refunded, or exchanged under any circumstances unless it is mechanically defective out of the box.

 

2. REST OF THE WORLD POLICY (USA, Canada, Asia, Non-EU Countries)

For all customers outside of the European Union, the following rules apply to all products in our store (including unopened cameras and all other items):

  • Exchanges Only / No Refunds: We do not offer refunds for a change of mind on any products. We strictly offer exchanges only for items returned in new, unused, and unopened condition.
  • 14-Day Window: All returns for exchange only must be postmarked within fourteen (14) days of the delivery date.
  • Condition: All returned items must be in factory-sealed condition, with all original tags and labels attached.
  • Shipping & Duties: Original shipping costs are strictly non-refundable. We are not responsible for, and will not refund, any customs duties, taxes, or import fees paid by the customer or us,

 

3. EUROPEAN UNION (EU) & UK POLICY

For customers located within the EU and UK, consumer protection laws apply:

  • 14-Day Right of Withdrawal (Unopened Items): You have the right to return any unopened, factory-sealed item for a full refund or an exchange within 14 days of receiving your order.
  • Diminished Value on Opened Cameras: Under EU law, consumers are liable for the diminished value of goods resulting from handling them beyond what is necessary. Because scanning a camera's QR code creates a permanent privacy risk that prevents resale, scanning the camera diminishes its resale value by 100%. Therefore, if an opened/scanned camera is returned, a 100% deduction will be applied, resulting in no refund or exchange.

 

4. EXCEPTIONS: DEFECTIVE OR DAMAGED PRODUCTS (APPLIES WORLDWIDE)

If any product is defective out of the box or damaged upon arrival, please contact us immediately to arrange an exchange.

Please Note: We will not accept returns or exchanges of products that are:

  • Not compatible with your system configuration.
  • Damaged or misused by the customer.
  • Held or confiscated by customs.

 

5. REFUSED, UNCLAIMED, OR "RETURN TO SENDER" PACKAGES

It is the customer's responsibility to track their package, be available for delivery, and pay any applicable local customs duties or taxes. If a package is returned to us by the carrier because it was refused, uncollected, or the customer refused to pay local customs duties, the following applies:

  • Rest of the World (Non-EU): Refusing a package does not entitle you to a refund. If a package is returned to us, we will deduct the following from the product's value: the original shipping cost, any outbound duties paid, the carrier's return shipping penalty, and any Croatian import duties incurred to receive the package back. Because these return costs often exceed the value of the product, refused packages are generally considered abandoned and forfeited by the customer.
  • EU & UK: If an unopened package is returned to us uncollected, it will be treated as a standard return. However, the customer is fully responsible for all return shipping costs. We will issue a refund for the product, but we will strictly deduct all return shipping charges and administrative carrier fees incurred by us during the return journey.

 

6. RETURN PROCESS

To return an eligible item for an exchange (or EU refund), please email customer service at support@24kupi.com to obtain a Return Merchandise Authorization (RMA) number. Returns sent without an RMA will not be accepted.

After receiving an RMA number, place the item securely in its original packaging, and mail your return to the following address:

Plus 385

Maksimilijana Vrhovca 18

Karlovac, 47000

Croatia

 

  • Please make sure to include your order number, RMA number, and reason for return in the package.
  • Return Shipping: You are responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

 

Exchange Processing:

After receiving your return and inspecting the condition of your item, we will process your exchange. Please allow at least five (5) days from the receipt of your item to process your exchange. We will notify you by email when your exchange has been processed.

QUESTIONS

If you have any questions concerning our return policy, please contact us at:

Tel: +1-646-766-8402

Email: support@24kupi.com