Guarantees & Return Policy
REFUND POLICY
We value your satisfaction and strive to make every purchase a positive experience. Below is our comprehensive refund and warranty policy.
Order Cancellation
We accept order cancellations as long as the product has not yet been shipped or gone into production. If cancellation is approved, you will receive a full refund. Once the item has been dispatched, we are unable to cancel the order.
Returns (30‑Day Free Return Window)
We stand behind the quality of every product we sell. Customers may request a free return within 30 days of receiving their order.
To be eligible for a return:
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The item must be unused and in the same condition as when you received it.
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It must be returned in its original packaging.
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A receipt or proof of purchase is required.
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Please do not send your purchase back to the manufacturer – all returns must be handled through us.
Return Process
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To initiate a return, please contact our customer service team at sale@ktopteng.com to request a return address.
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Once your return is confirmed, carefully repack the item in its original packaging.
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Write your Order ID number clearly on the shipping label (this also serves as your RMA number).
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Mail the package to the designated return address we provide.
Important Notes for Returns:
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Returns must be pre‑authorized. Unauthorized returns, items sent to the wrong address, incorrect items, or empty packages will not be accepted, and we reserve the right to refuse compensation.
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All returned items must be unworn, unwashed, and have original tags attached.
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Customers are responsible for return shipping costs.
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The return shipment tracking number must be emailed to sale@ktopteng.com for us to track your return.
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A 30% restocking fee will be applied to all returns.
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Custom‑made products are not eligible for return.
Refunds
Once your return arrives and is inspected, we will send you a confirmation email. We will also notify you whether your refund has been approved or rejected.
If approved, the refund will be processed within 5 working days and automatically credited to your original payment method. Please allow additional time for your bank or credit card issuer to post the refund to your account.
Non‑Returnable Items
The following items cannot be returned or exchanged:
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Items not in their original condition.
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Worn, used, or misused items.
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Items returned after the 30‑day return window (unless the return is for a warranty claim – see below).
Warranty Claims (6‑Month Warranty)
We provide a 6‑month warranty on all non‑custom products from the date of receipt. If you experience any quality issue within this period, please contact us.
To help us resolve your case quickly and efficiently, please follow these steps:
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Describe the problem in detail:
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What happened?
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When did it occur?
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How did it happen?
Also include your order number and the product name.
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Tell us what steps you have already taken to try to resolve the issue.
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Provide clear photos or a video that clearly shows the problem, taken under good lighting.
Note on Photos/Videos:
Images or video clips should be clear, well‑lit, and taken from a close to medium distance, so we can accurately identify and verify the issue(s).
Please note:
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Warranty claims must be filed within 6 months of delivery.
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Warranty covers manufacturing defects and functional issues, but does not cover normal wear and tear, misuse, or accidental damage.
Questions?
If you have any questions about our return or warranty policy, please contact us at:
sale@ktopteng.com
We are here to help and will respond as soon as possible.