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Ruturns and Repair Guidelines

Returns


Kailas® stands behind the quality of everything we sell and hope you’re happy with your gear.  Kailas branded products are warranted to the original owner against manufacturing defects in materials and workmanship for the lifetime of the product. 


In addition, if you’re unsatisfied with products you purchased from Kailas, you can return your item(s) as follows:


New items


·         Items purchased online can be returned online within 60 days of purchase

·         You must have an original receipt or packing slip to complete your return 

·         Items must be unused and unwashed

·         Note that items purchased at a 3rd party or re-seller must be returned at those locations and are subject to the 3rd party’s return policy

·         Postage must be prepaid; you are responsible for paying shipping charges to return products to us.  For your protection, we advise that you use a traceable shipping method to send us your return.


The return address is located on the pre-printed label that was included on your original packing slip. If you no longer have the packing slip and address please email us at customer_service@kailas.com.cn

 

Used items


Used items not damaged due to abuse will be issued store credit in the form of credits applied to your Kailas account.  We will not accept the return of products damaged due to abuse. Used items must be returned within 30 days of purchase; Postage must be prepaid; you are responsible for paying shipping charges to return products to us. 



Repair Guidelines


If you’re having problems with your product by Kailas®, please send it along with our Warranty Return Form to us at the following address for inspection and repair:

Kailas Consumer Repair & Return Form.pdf

Please make sure that the shipping is prepaid, the package is insured for full replacement value and you use a shipping method that will provide you with a tracking number. Please mark the areas in question on the product with colored tape or masking tape, so we can find them easily, and make sure that your note describes their location.


Please send the product in clean. Soiled garments and sleeping bags will be sent out to a professional cleaning service prior to the repair, and we will assess an extra charge for that service. Also, sending out a product for cleaning adds an unexpected delay of two weeks or more. When returning tents, packs, or shoes, please brush off any dirt, and sponge clean, if needed. Tents, packs, and footwear not clean enough to work on will be returned to you. We understand that this may be inconvenient, but we want to ensure the health and welfare of our Warranty Department staff.


If your warranted product by Kailas® fails due to a manufacturing defect in materials or workmanship, our first option will be to repair the item, free of charge. If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it. If your Kailas® product has special memories attached to it that make it irreplaceable to you, please indicate so on the Warranty Return Form and we will not replace it and it will be returned to you.


Our typical turnaround time is 6-10 weeks from the time we receive your product until it is returned to you. In some cases we can get it back to you sooner. In some cases, it may take longer. During peak season our turnaround time can be longer than ten weeks. If your product needs to be sent out to be cleaned, you may expect up to two additional weeks before it will be returned to you.


As per our warranty policy, the customer pays the shipping charges to send products to the Warranty Department. Kailas® will absorb the return shipping charges using our designated courier. If you request that we return your product by others, the additional shipping charges will be billed to you. Shipping charges for all non-warranty repairs are at the owner’s expense.