At Kiloge, we prioritize your satisfaction and strive to provide a seamless shopping experience. While we stand by the quality of our products, we understand that issues may arise. Below is our comprehensive return and refund policy to ensure transparency and resolve any concerns you may have.
1. Eligible Countries
This return policy applies to all countries where we operate, including the United States.
2. Return Policy
We accept returns for defective products only. If you receive a defective item, we are here to assist you promptly.
How to Initiate a Return:
- Contact Us:
- Send an email to [email protected] with the following details:
- Your order number.
- A clear description of the defect.
- Supporting photos or videos (if applicable).
- Send an email to [email protected] with the following details:
- Return Instructions:
- Once your request is reviewed, our team will provide you with detailed return instructions, including the return address.
- Shipping the Product:
- Customers are responsible for the shipping cost of returning defective items.
- To ensure safe delivery, we recommend using a trackable and insured shipping method.
3. Refund Policy
Refunds are issued after we receive and inspect the returned item to confirm it meets our return criteria.
Refund Details:
- Payment Method: Refunds will be issued to the original payment method used during checkout.
- Non-Refundable Fees: Shipping costs are non-refundable, except in cases where the item was damaged during shipping or defective upon arrival.
- Processing Time: Refunds may take up to 7 business days to reflect on your account, depending on your financial institution.
4. Exchange Policy
At this time, we do not offer exchanges for any products. If you receive a defective item, you may initiate a return and opt for a refund or replacement, depending on availability.
5. Damaged or Defective Items
If your item arrives damaged or defective, please act quickly to ensure we can assist you effectively.
Steps to Resolve:
- Notify Us Within 48 Hours:
- Email [email protected] with details of the defect or damage. Include photos or videos to help us assess the issue promptly.
- Resolution Options:
- Depending on the situation, we will either:
- Arrange for a replacement item (if available), or
- Process a full refund, including the original shipping fee.
- Depending on the situation, we will either:
6. Key Notes on Returns and Refunds
- Non-Defective Products: We currently do not accept returns for non-defective items. Please ensure you review product details carefully before purchase.
- Customer Responsibility: Ensure the returned product is securely packaged to prevent further damage during transit.
- Time-Sensitive Process: All return requests must be initiated within 14 days of delivery to qualify for a refund or replacement.
7. Contact Us
For any questions or assistance with returns, refunds, or defective items, please reach out to us:
- Email: [email protected]
Our customer support team is dedicated to resolving your concerns and ensuring you have a positive experience with Kiloge.
Why Choose Kiloge?
At Kiloge, we aim to provide:
- Exceptional Service: A responsive and supportive team to handle your inquiries.
- Quality Assurance: Products that meet high-quality standards, backed by a fair and transparent return policy.
- Customer Satisfaction: Your happiness is our priority, and we work diligently to address any concerns.