Return Policy

Kralsu.com strives to make the return process simple and efficient. Our team is here to assist you with any questions, so please feel free to contact us at any time. Below are the guidelines for returns and exchanges:

General Guidelines

Return Period

• 30-Day Return Period: A Return Authorization Number must be requested within 30 days of receiving your item (damaged items must be reported within 5 days).
• 7-Day Return Completion: Once you receive the return authorization, the return must be shipped back within 7 days.

Return Eligibility 

• Incorrect Shipment: Items that were shipped incorrectly or mispacked are eligible for returns.
• Defective Merchandise: Must be exchanged for the same product.
• Original Condition: Items must be in their original packaging, unused, and not installed.
• Refused Goods: Refused goods that do not follow our return process will incur return shipping charges, including original shipping fees, and a 20% restocking fee.
• Minimum Value: Returns must be valued at $15 or more to be processed.

Steps to Follow for an Undamaged Return

To ensure a hassle free return, please follow these steps:

1. Contact Customer Service: Call us at 571-484-9627 to initiate your return.
2. Receive Return Authorization: You will receive your Return Authorization Number (RGA) and instructions via email within 1-3 business days.
3. Prepare Your Shipment: Use the return instructions provided in the email and ship the item via UPS, FedEx, or USPS. Please ensure you obtain a tracking number, as we are not responsible for lost or uninsured shipments.
4. Send Your Return: Ship your package to our warehouse. Note that return shipping costs are the customer’s responsibility for undamaged items.
5. Processing and Refund: Once we receive the return, please allow 10-20 business days for our credit department to process your refund, minus any restocking fees and original shipping costs.

Steps to Follow for a Defective Exchange

To ensure a hassle free defective exchange, please follow these steps:

1. Contact Customer Service: Call us at 571-484-9627 to arrange a defective exchange. Be specific when describing the defect or damage.
2. Replacement Shipment:
   • If the item is in stock, a replacement will be shipped within 24-72 hours.
   • If on backorder or special order, the item will ship as soon as it becomes available.
3. Receive Return Authorization: You will receive your Return Authorization Number (RGA) and instructions via email within 1-2 business days.
4. Ship the Defective Item: Follow the return instructions provided and send the defective product back.
5. Processing the Exchange: Once we receive the defective item, your replacement will be processed and shipped out.

Note: Defective products not returned will be billed to your account.

Restocking Fees and Shipping Costs

Restocking Fees

• A 20% restocking fee applies to all returned products, except defective items exchanged for a replacement.

Reasons For Restocking Fee

• Costs related to processing and handling your return.
• Repackaging items to ensure they meet resale standards.
• Repairing packaging that has been marked or damaged.
• Replacing missing parts, instructions, or packaging materials.
• Fixing or replacing torn or damaged product boxes.
• Repairing scratched or damaged items.
• Restocking returned items back into our inventory.

Refund Periods

• General Returns: Refunds will be processed to the original payment method within 10-20 business days after we receive and inspect the returned item. If there are any issues, such as missing parts or an invalid RGA number, the refund may take up to 30 days.
• Restocking and Shipping Costs: Refunds will be issued minus any restocking fees and original shipping costs. Return shipping is the customer's responsibility for general returns.
• 30-Day Follow-Up: If you have not received a credit within 30 days, please contact our customer service team at 571-484-9627.

 To Ensure Prompt Credit:

1. Include a valid RGA (Return Goods Authorization) number.
2. Return the product in its original packaging and condition.
3. Avoid marking or damaging the original packaging.
4. We recommend repacking the product in a larger box to prevent damage during shipping.

Cancelled Order Refunds

• Full Refunds: For cancellations, a full refund will be issued within 7 business days. Please allow one billing cycle for the refund to appear on your credit card statement.
• Follow Up: If you do not receive the credit within 7 business days, contact our customer service team at 571-484-9627.

What to Do if You Received the Wrong Product

If you receive a product different from what you ordered, please contact us at info@kralsu.com or call 571-484-9627 within 48 hours of delivery. We will provide an RGA number and return instructions. Return shipping will be covered, and the correct product will be shipped to you at no additional cost.

Shipping/Freight Damage

It is important to thoroughly inspect your shipment before accepting and signing for it. Check for both external and internal damage, even if the packaging appears intact. If you notice any damage, refuse the shipment and note it on the bill of lading. Please contact our customer service department at 571-484-9627 immediately to report the issue.

Once you sign for the package, you are responsible for any damages and must file claims directly with the shipper. We cannot assist with damages that are not reported before signing for the delivery.