Cancellation & Refund Policy

Effective July 23, 2026. Applies to orders on kuycon.us. Part of our Terms of Service; Sections 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.

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.

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.
• 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.