Refund and Replacement Policy

The short version

• Before you pay, you can cancel an order at no cost. Placing an order on our website doesn't charge you.
• Standard card: once we confirm your payment, no refund.
• Custom and other design cards: cancel for a full refund until you approve your design proof. After you approve it, no refund.
• Once your card has been delivered, no refund. If it is faulty or not what you ordered, we replace it.
• If J&T loses your parcel, we make and ship you a new card. If J&T shows proof that the parcel was delivered to you, we don't replace or refund it.

Please read this before you pay.

Before you pay. When you place an order on our website, nothing is charged. You pay only after you send us the order on Messenger and we confirm it. If you change your mind before you pay, tell us on Messenger and we cancel the order, free of charge.

1. Standard card. Once we confirm your payment, we start making your card and we don't offer refunds.

2. Design cards. We send you a design proof before we print or make your card. Until you approve the proof, you can cancel and we refund everything you paid, including shipping, less any transfer fee (see section 7). Once you approve the proof, we start production and we don't offer refunds. Check spelling, names, numbers, colours and logos before you approve.

Team and company orders. We confirm your quote, production time and payment terms before you pay. Cards made with your team's names or your company's branding follow the rules for design cards in section 2: you can cancel for a full refund until you approve the proof, and after you approve it we don't offer refunds.

3. Something wrong with your card. If your card arrives damaged, defective or not what you ordered, or a design card doesn't match the proof you approved, message us as soon as you can after delivery. Send your order reference, photos or a video, and what's wrong. If a card won't tap, we'll first help you check how you're tapping and your phone's NFC settings. If the card is faulty, we replace it. If we can't replace it, we refund you.

4. If it matches what you approved. If a design card is made exactly like the proof you approved, or your delivery details were wrong, that isn't a defect and isn't refunded.

5. Returns. If you want to send a product back to us, you pay the return shipping. For faulty or wrong items, we may ask for photos or a video instead of a return.

6. Lost parcels. If J&T loses your parcel, we file the claim with J&T and we make and ship you a new card at no extra cost. If J&T shows proof that the parcel was delivered to you, we don't replace or refund it. If your parcel is delayed, we help trace it with J&T.

7. How refunds are paid. A refund is the amount you actually paid, after any discount. Where a refund applies, it goes to the GCash, Maya or bank account you paid from, as soon as we can after we approve it. If you cancel, any transfer fee is deducted from your refund. If we cancel or can't fulfil your order, we cover the fee.

8. Your rights. Nothing here limits your rights under Philippine law.

9. How to ask. Message us on Messenger (m.me/konekhq) or email hello.konekhq@gmail.com with your order reference (it looks like ORD-1A2B3C4D).