Returns And Refund Policy

RETURN AND REFUND POLICY

At Kaolate, customer satisfaction is our priority. We aim to ensure that every order meets your expectations. However, we understand that issues may arise. This policy outlines the terms and procedures for returns, exchanges, and refunds to provide you with a smooth resolution process.

1. Eligibility for Returns and Exchanges

We accept returns and exchanges under the following conditions:
✅ Eligible Items:

  • Defective or Damaged Products: Products that have manufacturing defects or are damaged during shipping.
  • Incorrect Orders: Items that do not match your original order (e.g., wrong size, color, or design).

❌ Non-Eligible Items:

  • Final sale items (marked at purchase).
  • Personalized or custom-made products (unless defective or incorrect).
  • Products that have been used, washed, or damaged by the customer.

2. Return and Exchange Window

  • Requests for returns or exchanges must be submitted within 30 days of receiving the product.
  • The 30-day period starts from the day the order status is marked as “Delivered” in the tracking system.
  • After 30 days, returns or exchanges will not be accepted unless the product is proven to be defective or damaged upon delivery (case-by-case approval).

3. How to Initiate a Return or Exchange

To start a return or exchange, please follow these steps:

🔹 Step 1: Contact Customer Support

  • Email us at [email protected] or call us at +1 (406) 503-3117.
  • Provide the following details:
    • Order number.
    • Reason for the return or exchange.
    • Clear photos of the defective or incorrect product (if applicable).

🔹 Step 2: Confirmation and Instructions

  • Our customer support team will review your request and provide detailed return instructions.
  • A return authorization form and shipping label will be sent to you (if applicable).

🔹 Step 3: Pack and Ship the Item

  • Securely pack the item in its original packaging.
  • Include the completed return authorization form.
  • Ship the package using a trackable shipping method.

📍 Return Address:
1942 Broadway St STE 314c Boulder, CO 80302, United States

4. Return Shipping Costs

✅ We Cover Return Shipping Costs:

  • If the return is due to our error (e.g., defective or incorrect product).
  • If the product is misprinted or damaged during shipping.

❌ Customer Covers Return Shipping Costs:

  • If the return is due to customer error (e.g., incorrect size or design selected).
  • If the customer prefers to exchange the product for a different size or color.

5. Refund Policy

Once we receive and inspect the returned item, we will notify you of the refund status:

✅ Approved Refunds:

  • If approved, the refund will be processed within 3 to 10 business days to the original payment method.
  • Refunds will cover the product value; shipping fees are non-refundable unless the item was defective or incorrect.

❌ Denied Refunds:
Refunds will be denied if:

  • The product shows signs of use or damage caused by the customer.
  • The product is not returned in its original condition or packaging.
  • The return request is submitted after the 30-day window (unless the product is defective).

🔹 Defective but Out of Stock:

  • If the defective product is out of stock, you will be offered a full refund or store credit of equal value.

6. Exchanges

✅ Eligible Exchanges:

  • Exchanges are allowed if the product is defective or incorrect.
  • Exchanges for different sizes or colors are accepted if the product is in stock and unworn.

❌ Unavailable Stock:

  • If the requested replacement is out of stock, you will be offered a full refund or an alternative product of equal value.

7. Late or Missing Refunds

If you have not received a refund within the expected processing time:

  • Check your bank account or payment platform.
  • Contact your credit card company or payment provider.
  • If the issue persists, contact our customer service team at [email protected].

8. Damaged or Defective Items

If you receive a damaged or defective product:

  • Take clear photos of the damage or defect.
  • Email the photos and order details to [email protected] within 30 days of delivery.
  • Our support team will review your claim and arrange a replacement or refund.

9. Incorrect Shipping Address

Customers are responsible for providing accurate shipping information.

  • Domestic reshipping fee: $7 per item.
  • International reshipping fee: $10 per item.

If the product is returned due to an incorrect address, the customer will be responsible for additional shipping fees.

10. Returned to Sender

If the order is returned due to:

  • Incorrect address.
  • Unclaimed package.
  • Customs refusal.

➡️ Additional shipping fees will apply if you request to have the order reshipped.

11. Final Sale and Non-Refundable Items

  • Items marked as Final Sale are not eligible for returns or exchanges.
  • Custom and personalized products are final sale unless defective or incorrect.

12. Order Cancellations

✅ Custom Orders:

  • Can be canceled within 1 hour of purchase if production has not started.

✅ Non-Custom Orders:

  • Can be canceled within 24 hours for a full refund.

❌ After Production:

  • Orders cannot be canceled once production has started.

13. Special Conditions

  • Refunds for gift orders will be processed to the original payment method.
  • If you receive a defective product and request a refund, the shipping cost will also be refunded.
  • For bulk or corporate orders, special return terms may apply (please contact us for details).

14. Contact Information

If you have any questions or need assistance with a return or refund, 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 confirm that you have read and agreed to this Return and Refund Policy. Thank you for shopping with us!n or just need some help?

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