At KUULAR, we are committed to providing you with a satisfactory shopping experience. We understand that there may be occasions where personalized gifts may not fully meet your expectations. Therefore, we offer a flexible return policy,ensuring your satisfaction is our top priority.
Below are the detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you and if your order is covered by our 90 Return Policy.
The following reasons are covered by our 90-day FULL COVERAGE Return/Exchange Policy.
1. We sent the wrong order or item(s), you received any broken items, or the quality of the products you received is poor/defective.
2. You received the incorrect photo charm. If the picture’s appearance is different from the photo provided to KUULAR.
3. Paint is chipping, crystals are falling off, etc. (We will only replace the item(s) or exchange them for item(s) of equal or lesser value.)
The following reasons are NOT covered by our 90 day return policy, and we are not liable for these issues.
1. Products are exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter the appearance of your KUULAR product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver is easily damaged.
2. Silver pieces are tarnished by oxidation and overtime they may appear black. To fix this, please clean the item with a silver polishing cloth to return the item to its original state.
3. Products are damaged by misuse, mishandling, or poor maintenance.
4.Items that are used, worn, or soiled and damaged from customer handling.
5.Products that have exceeded the return processing time limit (90 days after the order is signed).
Note:Upon acceptance of your return, a refund will be issued to the original form of payment. Any promotional gifts must also be returned with your returned item.
Cancellation Policy
Customers are able to cancel or change their order for free within 24 hours of purchasing. Please note that all canceled or changed orders of personalized items have a 30% restocking fee after 24 hours..
Address Changes : Before orders leaves our warehouse
If you need to change the shipping address, please send an email to us with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility! If your order leaves our facility, we're sorry for can't change it anymore.
Product Image Disclaimer
Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or size of any item before purchasing.
How to Make Your Return or Exchange:
Step 1: If you're not satisfied with the products received, please contact our customer service first and submit ticket for further help.
Step 2: If you want to exchange, it's easy! Just inform us of the item SKU and size which you want to exchange for. If you return for Refund, Our Account Department will arrange the refund for you after receiving the returned items.
Step 3: Pack it up. Place your item(s) (in unworn condition) and invoice in a securely sealed shipping package. (If you misplaced your invoice, simply go to My Account, click on your Order History, select the right order number, and print it out.)
Step 4: Send it off. Affix your printed shipping label to your package (making sure there are no other shipping labels or barcodes on it). Jot down the tracking number so you can follow its journey.
Refund Time Note: Please note that refunds may take additional time (approximately 10 business days) to be reflected in your account. Refund timing will depend on the payment gateway's billing cycle (such as your credit card billing processing cycle) or your financial institution. If we have issued a refund in the system but the refund has not arrived in your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.
Please allow 3 to 7 business days for package transit, plus an additional 3 to 7 business days for processing after receipt at our Fulfillment Center.We'll email you once we process your return or exchange.
Please note: If you choose to pay for your own shipping, we strongly encourage you to insure your package. Please be aware that we cannot take responsibility for any lost or damaged packages which are not shipped with our label.
To request a return, please contact our customer service team. One of our representatives will then reply to you via email with instructions. If you require assistance, please email us:[email protected]
Returns & Exchanges Policy
Our policy lasts 90 days. If 90 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.Return shipping fee is paid by buyer.
