Cancellation Policy

CANCELLATION POLICY

At Kaolate, we understand that sometimes you may need to modify or cancel your order. We aim to make the process as simple and smooth as possible. Please read the following policy carefully to understand the conditions and steps for modifying or canceling an order.

1. Eligibility for Cancellation or Modification

✅ Cancellation Window:

  • You can modify or cancel your order within 24 hours of placing it.
  • After 24 hours, the order will be locked for processing and sent to production — at this stage, changes or cancellations will not be possible.

❌ Not Eligible for Cancellation:

  • Orders that have already entered production.
  • Orders that have been shipped.
  • Custom or personalized items that have already been processed.

2. How to Cancel or Modify an Order

If you need to cancel or modify your order, follow these steps:

🔹 Step 1: Prepare Your Order Details

  • The email used to place the order.
  • The order number (found in your confirmation email).
  • A clear description of the change or cancellation request.

🔹 Step 2: Submit Your Request

  • Send an email to [email protected] with the subject line:
    👉 [Modify/Cancel Order + Order Number]
    Example: “Modify Order #12345”
  • Include all the necessary details to help us process your request quickly.

🔹 Step 3: Confirmation

  • Our customer support team will respond within 1 business day.
  • If your request is approved, you will receive a confirmation email with the next steps.

3. Refunds for Cancelled or Modified Orders

✅ Refund Process:

  • If your cancellation request is approved, we will process the refund within 3 business days.
  • Refunds will be issued to the original payment method.
  • Refund amounts will cover:
    • The full value of the canceled order (including product price and applicable taxes).
    • Adjusted value for modified orders (if applicable).

❌ Non-Refundable Items:

  • Shipping fees are non-refundable unless the order was incorrect or defective.
  • Custom or personalized products are non-refundable once processed or shipped.

4. Late Cancellation Requests

  • If you request a cancellation after 24 hours or after the order has been processed:
    • We cannot guarantee that the order can be canceled.
    • If the order has already been shipped, it will not be eligible for cancellation.
    • If you no longer want the product after delivery, you may return it if it meets the conditions of our Return and Refund Policy.

5. Order Modifications

✅ You can modify order details (e.g., size, color, shipping address) within 24 hours of placing the order.

❌ After production begins:

  • Modifications will not be possible.
  • If the shipping address is incorrect, and the order has been processed, you will need to place a new order.

6. Processing Delays or Errors

If we are unable to fulfill your order due to a processing error or stock issue, we will notify you immediately and provide the following options:

  • Modify your order based on product availability.
  • Wait for the product to be restocked.
  • Cancel the order and receive a full refund.

7. Contact Information

If you have any questions or need assistance with a cancellation request, please contact us:

Headquarters (United States):

  • Address: 1942 Broadway St STE 314c Boulder, CO 80302, United States
  • Phone: +1 (406) 503-3117
  • Email: [email protected]

By placing an order with Kaolate, you agree to the terms of this Cancellation Policy. Thank you for shopping with us!

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