Cancellation & Refund Policy

Effective October 5, 2026. Applies to orders on kuycon.us. Part of our Terms of Service; Sections 6, 7, 11 and (for Business Customers) 19 of the Terms control if anything here conflicts.

Business customers: this page describes the consumer regime. Orders placed as a Business Customer (company checkout) are binding and governed by Section 19.5 of the Terms — where we agree to a cancellation, it is subject to recovery of our actual, documented costs, and the 5% cap below does not apply, except where mandatory law provides otherwise (e.g. Australia).

The short version

• Defective or not as described? We make it right — free repair, replacement, or a full refund. We arrange and pay the return shipping.
• Changed your mind after delivery? You have 7 days to request a return.
• US orders ship DDP — customs duties and import taxes are included. Nothing to pay at the door.
• Cancelling before shipment? We honor it. A cancellation fee of up to 5% of the amount paid applies — never more than the actual non-refundable payment processing cost we incur. EU, UK and some other countries: no fee at all — see "Your country's rights" below.
• Refunds go back to your original payment method. Paid by bank transfer? We refund what reached our account, less our bank's outgoing transfer fee — see below.

Defective or not as described

Inspect your monitor when it arrives. If anything is wrong — dead pixels beyond our warranty threshold, transit damage, wrong item — email mail@kuycon.us with your order number and photos or video.

• Report within 7 days of delivery to keep the full-refund option open. (Your statutory rights for faulty goods are not limited by this window.)
• We send a prepaid return label — return shipping is on us.
• Choose a free repair, a free replacement, or a full refund. The refund is issued after our warehouse inspection confirms the fault — typically within a few business days of the unit arriving.
• No cancellation fee, no restocking fee, no processing fee for confirmed defects. (Warranty service is provided under Terms §12.)

Cancelling before your order ships

Email mail@kuycon.us or reply to your order confirmation. If your order hasn't been handed to the carrier yet, we will honor the cancellation.

Cancellation fee: up to 5% of the amount paid — and never more than the actual non-refundable payment processing cost we incur on your transaction. When you pay, the payment processor charges us a fee it does not return when we refund you; the cancellation fee covers only that cost. The same rule applies to every card brand and payment method — because of the cost cap, the amount can only be lower where our actual cost is lower (and where our cost is zero, nothing is withheld). It is not a surcharge for paying by card, and on request we'll show you the processor's statement evidencing the cost.

No fee — full refund — when the cancellation is on us:

• we made an error, or can't fulfil your order;
• the item is out of stock;
• the product is defective or not as described;
• any case where the law of your state requires a full refund.

Once the cancellation is agreed we process the refund promptly and send you the transaction reference and the expected posting date.

Paid by bank transfer? We refund by bank transfer, in the currency of your invoice, the amount that actually reached our account — anything your bank, an intermediary bank or a currency conversion took on the way to us never reached us. Our bank's outgoing transfer fee is deducted at cost (on request we show you the bank statement), and your own bank's and any intermediary bank's fees are yours. This is not part of the cancellation fee, and it does not apply when the refund is on us or when the law gives you a charge-free refund — then we pay our transfer fee. Terms §6.

If your country's law gives you a stronger cancellation right — no fee, longer window — that law wins. See "Your country's rights" below.

If your order has already shipped, we can't stop the truck — but the return options below apply once it arrives, or see the Terms (§11.5) if you refuse or don't collect the delivery.

Returning after delivery (change of mind)

• Window: request within 7 days of delivery — email mail@kuycon.us with your order number.
• RMA required: wait for our return authorization before shipping anything back. Returns without an RMA can't be processed.
• Condition: unused, in the original packaging with all protective materials and accessories.
• Return shipping: at your cost. Where available, use our prepaid label — its actual cost is deducted from the refund. Otherwise use a tracked, insured service; the goods are your responsibility until they reach us.
• Refund: issued after we receive and inspect the return, to your original payment method.

Fees at a glance

None of these fees ever applies to defective or not-as-described products or warranty claims. And where your country's law says a fee can't be charged, it isn't — see "Your country's rights".

Refund method & timing

• Refunds go to the original payment method; where that's not feasible, by bank transfer at no cost to you. If you paid by bank transfer, the refund goes back the same way — see Paid by bank transfer?
• Cancellations: refund initiated promptly once agreed, with a transaction reference and expected posting date. Card refunds typically post within 5–10 business days, depending on your bank.
• Returns: refund issued after the goods arrive and pass inspection.
• Proof of purchase: your order number or order-confirmation email is enough.

Your country's rights

Some countries give you more than this policy does. Where they do, the law wins — automatically:

• EU, UK & Norway: cancel before shipment with a full refund and no fee. After delivery, you have a 14-day right of withdrawal, no reason needed, refunded in full — no cancellation fee, no processing fee. Only deductions for diminished value from handling beyond inspection, and documented return-shipping charges where they lawfully fall on you, may apply. Details: Terms §11.2.
• South Korea: withdraw within 7 days of receipt, full refund, no penalty or cancellation fee (return shipping after delivery follows the standard rule).
• Australia & New Zealand: nothing in this policy limits your rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. The cancellation fee is only ever our actual non-refundable processing cost, capped at 5% — never a penalty.
• Everywhere else: any non-waivable right under the consumer-protection law of your state or country of residence stands. Where that law gives you more than this policy does, the law wins.

Questions — mail@kuycon.us or +1 (213) 510-3548.