At Kiloge, your satisfaction is our priority. We understand that you may need to cancel or modify an order, and we aim to make this process as simple and transparent as possible.
1. Cancellation Process
How to Cancel:
To cancel an order, contact our customer service team at [email protected] as soon as possible.
Before Shipping:
- If your order has not been shipped, we will cancel it and issue a full refund.
After Shipping:
- Once an order has been shipped, cancellation is no longer possible. You will need to follow our return policy to return the item.
Refusal of Delivery:
- Refusing delivery will result in return shipping costs being deducted from your refund.
- A 15% restocking fee may also apply.
2. Refunds for Canceled Orders
Full Refunds:
- Successfully canceled orders (before shipping) will be refunded to your original payment method.
Processing Time:
- Refunds may take several business days to appear in your account, depending on your financial institution.
Final Sale:
- Orders processed for shipping are considered final and cannot be canceled or modified.
3. Custom-Made or Personalized Items
Non-Cancelable Orders:
- Custom-made or personalized items cannot be canceled once production has started.
Before Production:
- If production has not yet begun, we will cancel your order and issue a full refund.
Damaged or Defective Items:
- Notify us within 48 hours of receiving a damaged or defective custom item to arrange for a replacement or refund.
4. Order Modifications
Before Shipping:
- Contact [email protected] to request modifications. We will do our best to accommodate changes before shipping.
Adding Items:
- Additional items must be placed as a new order. Orders already processed for shipping cannot be modified.
Contact Us
For any questions or assistance regarding cancellations, modifications, or custom orders, please reach out to us:
- Email: [email protected]
Our team is here to ensure your experience with Kiloge is smooth, satisfactory, and stress-free.