Returns And Refund Policy

Last updated: May 30, 2025

At Kaolate, we are committed to providing high-quality custom products, including T-Shirts and Hawaiian Shirts and high-quality Print on Demand (POD) apparel and accessories, with a focus on customer satisfaction, transparency, and fair treatment.

1. Return & Exchange Eligibility

Eligible Cases

  • Defective or Damaged Items: Items with manufacturing defects or damage incurred during shipping.
  • Incorrect Orders: Received wrong size, design, color, or product compared to what was ordered.
  • Order not as Described: Product differs significantly from the description or images on kaolate.com.

Non-Eligible Cases

  • Final Sale items, clearly marked as such at checkout.
  • Personalized/custom-made products (unless defective or incorrect).
  • Products used, worn, washed, or damaged after delivery.
  • Returns initiated after 30 days of confirmed delivery unless defective on arrival.

2. Return & Exchange Timeframe

  • Requests must be made within 30 days from the date your order is marked as “Delivered” in the tracking system.
  • For damage/defect, photos must be submitted within this period.
  • After 30 days, we are unable to accept returns or exchanges except for cases of proven manufacturing defects.

3. How to Initiate a Return or Exchange

  1. Contact Us Promptly
    • Email: support@kaolate.com
    • Phone: +1 (406) 503-3117
    • Include order number, reason for return, and clear photographs of the product if defective, damaged, or incorrect.
  2. Wait for Approval and Instructions
    • Our team will respond within 24 hours with next steps.
    • If approved, we will send a return authorization form and, where applicable, a prepaid shipping label.
  3. Pack and Ship
    • Place the product (unused, unwashed, and in original packaging with tags/labels) in the parcel.
    • Include the return authorization form.
    • Ship to:
      Kaolate Returns – 1942 Broadway St STE 314c, Boulder, CO 80302, United States

4. Return Shipping Costs

  • Our Responsibility: We pay return shipping for incorrect, misprinted, damaged, or defective products.
  • Your Responsibility: For exchanges due to size, color, or customer error, you are responsible for shipping costs.
  • Reshipping Fees for Address Issues:
    • Domestic: $7 per item
    • International: $10 per item

5. Refund Process

  • We inspect all returned products upon receipt.
  • Approval: If the product meets return conditions, a refund is issued within 3–10 business days to your original payment method.
  • Scope: Refund covers product value and, in cases of defect or error, original shipping fee.
  • Denial: Refund denied if product shows evidence of use, washing, customer-induced damage, or if returned after the window.
  • Out of Stock: If your replacement is unavailable, we will offer a full refund or store credit.

6. Exchanges

  • Exchanges are available for defective or incorrect products, or for a different size/color if the returned product is unworn and in stock.
  • If the requested replacement is out of stock, you may choose a refund or an alternative product of equal value.

7. Damaged, Defective, or Lost Items

  • Report all transit damages or defects within 30 days of receipt.
  • Send clear photos, and our team will approve a return, replacement, or refund at no cost.
  • If your package is lost, email support@kaolate.com with your order and tracking details; we will investigate and arrange a resolution.

8. Incorrect Shipping Address, Unclaimed Packages

  • Customers are responsible for providing accurate shipping info.
  • Orders returned due to address issues/unclaimed parcels require additional reshipping fees if you want the item sent again.
  • If you do not wish to reship, we will refund the product value minus shipping and handling costs.

9. Returned to Sender

  • If your order is returned due to incorrect address, unclaimed package, or customs refusal, you may be responsible for additional shipping charges for reshipment.

10. Final Sale and Non-Refundable Items

  • Final Sale and custom/personalized items (unless defective) are not eligible for return or refund.

11. Order Cancellations

  • Custom Orders: Cancel within 1 hour if production has not begun.
  • Non-Custom Orders: Cancel within 24 hours of order for a full refund.
  • Orders cannot be canceled once production has started; you may return the item after receipt if eligible.

12. Special Cases & Gift Orders

  • Gift order refunds are issued to the original payment method.
  • If defective and out of stock, you may request a refund, store credit, or an alternate item.

13. Late or Missing Refunds

  • Refunds typically appear in your account within 3–10 business days.
  • If missing, check with your payment provider, then contact our team if unresolved.

14. Policy Changes

  • Kaolate reserves the right to update this policy at any time to remain compliant with regulations and platform requirements.
  • We recommend reviewing this policy before each purchase.

15. Contact Us

Headquarters (United States):
Address: 1942 Broadway St STE 314c, Boulder, CO 80302
Phone: +1 (406) 503-3117
Email: support@kaolate.com

By placing an order on Kaolate.com, you agree to these Returns & Refund Policy terms.

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