Return & Refund Policy
Order Cancellation & Modification
If you wish to modify or cancel your order, please contact us by email within 24 hours from placing your order. please keep in mind that we can not modify or cancel an order which is over 24 hours.
One-Year Warranty
We provide a limited warranty for physical goods purchased from www.kgorge.com. The warranty period is 365 days from the postmarked date of receiving the products.
During the warranty period, KGorge will replace, at no charge, products or parts of a product that proves defective under normal use and maintenance. This warranty does NOT cover any problem that is caused by conditions, malfunction or damage not resulting from defects in material or workmanship.
To obtain warranty service, you must first contact us at service@kgorge.com to determine the problem and the most appropriate solution for you.
Return & Refund
1. Customized & Made-to-Order Products
Custom and made-to-order product orders are placed for production within 24 hours of order placement and are built to your specifications. Therefore, we DO NOT accept returns after 24 hours of placing the order unless the product is defective or incorrect due to our mistakes.
Before purchasing customized and made-to-order products, we strongly recommend you consult with our customer service via live chat or email at service@kgorge.com to get the correct product and measurements, or purchase samples to have a better idea of what the material feels like.
2. Defective or Incorrect Products
To initiate a return request for products that are defective or incorrect, please make sure you email us at service@kgorge.com within 7 DAYS of receiving the product (postmarked date) with your reasons for returning. We’ll reply within 24 hours of receiving your return request and provide the most appropriate solution for you.
3. KGORGE Plus
Regarding products labeled [KGORGE Plus], we do not currently accept subjective return requests, except in cases of quality issues or incorrect items being shipped (such as disliking the product color, style, or finding an inappropriate size). We advise customers to carefully read the product page details or consult our customer service before deciding to place an order.
Please Note:
*Size difference within +/-2 inches is treated as industry acceptable.
*Product damaged after receipt will not be accepted.
*Items returned without an approved return request will not be accepted.
Remorse Returns
We have a 7-day "remorse returns" policy, where customers of our online store kgorge.com can return standard size items (customized & made-to-order products not applicable) to us in its original condition for a refund, within 7 days of delivery (postmarked date). Only items purchased directly from kgorge.com will be accepted.
*If you would like to make a remorse return after 7-14 days of receiving the product, a 20% of order value will be charged as the quality inspection and restocking fee. Remorse return requests made after 14 days of receiving the product will NOT be accepted.
Examples of Remorse Returns:
‒ customer ordered wrong product, wrong color, wrong size
‒ customer do not like the products after receiving them
‒ product won't fit due to wrong measurements
‒ customer misunderstood the product (require the product to provide features that are not available)
‒ change of mind; purchased from somewhere else
Please Note:
For remorse returns, any outbound shipping costs paid on the original order, including expedited shipping, will NOT be refunded.
*2023 HOLIDAY RETURN POLICY
To help with your holiday gift giving, we're extending our return policy. Products purchased between September 29th and October 6th, 2023 may be returned or exchanged within 14 days (postmarked date) of receiving the product, instead of 7 days.
Return Request
To initiate a request for remorse returns, please make sure you email us at service@kgorge.com within 7 DAYS of receiving the product (postmarked date) with a picture of your products and your reasons for returning. We’ll reply within 24 hours of receiving your return request, and issue an RMA for return requests that are approved.
Please Note:
*Items returned without an approved return request will not be accepted.
*Product damaged after receipt will not be accepted.
Return Shipping and Postage
‒ Please make sure the return items that are unworn, unwashed, and undamaged with the original packaging.
‒ Please include the invoice and RMA that shows the order number and name of recipient.
‒ If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Return Quality Inspection
After receiving the returned items, we'll do a quality inspection and process the refund if approved, which normally takes 5-7 working days. For returned items that did not pass the quality inspection, only an up to 50% refund can be issued.
Refund
For approved returned items, your refund will be processed and applied to your original method of payment, which normally takes 3-4 business days. Therefore, it will normally take around 8-11 working days in total (after your returned items are received) for the refund to be issued.
Contact Us
For any requests, questions or concerns, our dedicated customer service team can be reached at:
Email: service@kgorge.com
Tel: +1 469-277-6821 (9:00 AM - 6:00 PM CST)