Refund and Returns Policy

Effective Date: October 14, 2025

1. Introduction

This Refund and Returns Policy governs wallet deposits, top-ups, refunds, and the return of inventory stored at KCShip LLC ("KCShip") facilities. This policy is part of the Agreement between KCShip and you ("Customer").

2. Wallet Deposits and Top-Ups

2.1 Initial Deposit

New customers are required to make an initial deposit to activate their account. The minimum initial deposit is $100.

2.2 Subsequent Top-Ups

You may add funds to your wallet at any time through our customer portal. The minimum top-up amount is $50.

2.3 Payment Methods

We accept credit cards, debit cards, and ACH transfers through our secure payment processor, Stripe. All payments are processed in USD.

3. Refund Policy

3.1 Eligibility for Refunds

Wallet funds are generally non-refundable. However, you may request a refund in the following circumstances:

Account termination with no outstanding fees or inventory
Duplicate or erroneous charges
Service failures covered by our Service Level Agreement (SLA)

3.2 Refund Process

To request a refund, submit a ticket through our customer portal with details of your request. Refund requests will be reviewed within 10 business days. Approved refunds will be processed to your original payment method within 5-10 business days.

3.3 Refund Limitations

Refunds are subject to the following limitations:

Funds used for services rendered are not refundable
Processing fees (typically 2.9% + $0.30 per transaction) are non-refundable
Refunds may be denied if you have outstanding fees or inventory at our facility

4. Inventory Returns

4.1 Requesting Inventory Return

You may request the return of your inventory at any time by submitting a request through our customer portal. You are responsible for arranging and paying for the return shipment.

4.2 Return Fees

The following fees apply to inventory returns:

Pallet preparation: $25 per pallet
Individual item picking: $1 per item
Packaging materials: Actual cost

4.3 Return Timeline

Inventory return requests will be processed within 5-7 business days. You will be notified when your inventory is ready for pickup or shipment.

4.4 Abandoned Inventory

If you terminate your account and fail to arrange for the return of your inventory within 30 days, we reserve the right to dispose of it and charge you for storage and disposal costs.

5. Chargebacks and Disputes

5.1 Chargeback Policy

If you initiate a chargeback with your payment provider without first attempting to resolve the issue with KCShip, we reserve the right to suspend or terminate your account and withhold your inventory until the dispute is resolved.

5.2 Dispute Resolution

We encourage you to contact us directly to resolve any billing disputes before initiating a chargeback. Most issues can be resolved quickly through our customer support team.

6. Account Termination and Final Settlement

6.1 Voluntary Termination

If you choose to terminate your account, you must:

Provide 30 days' written notice
Pay all outstanding fees
Arrange for the return or disposal of your inventory

6.2 Final Wallet Balance

After all fees are settled and inventory is removed, any remaining wallet balance will be refunded to your original payment method within 30 days, minus applicable processing fees.

6.3 Involuntary Termination

If KCShip terminates your account due to violation of our Terms of Service, you forfeit your right to a refund of your wallet balance. You remain responsible for all outstanding fees and must arrange for the removal of your inventory within 30 days.

7. Changes to This Policy

KCShip reserves the right to modify this Refund and Returns Policy at any time. We will notify you of material changes via email or through our customer portal. Your continued use of our Services after such changes constitutes your acceptance of the updated policy.

8. Contact Information

If you have any questions about this policy or wish to request a refund, please contact us:

KCShip LLC
1968 S. Coast Hwy #2395, Laguna Beach, CA 92651
Email: support@kc-ship.com
Phone: (714) 248-5768