Refund policy
Returns & Refunds
At Kiloment, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
15-Day Return Policy
We offer a 15-day return policy, which means you have 15 days after receiving your order to request a return.
To be eligible for a return, your item must:
- Be unused and unworn.
- Be in the same condition that you received it.
- Be returned in its original packaging.
- Include proof of purchase.
To begin a return, please contact us at support@kiloment.com (or your current support email).
If your return is approved, we'll provide instructions on how and where to send your package.
Return Address:
[INSERT RETURN ADDRESS]
Returns sent without first requesting authorization will not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If your item is damaged, defective, or you received the wrong product, contact us within 7 days of delivery with your order number and photos of the issue. We'll work quickly to resolve it by offering a replacement or refund where appropriate.
Non-Returnable Items
For hygiene and safety reasons, used, worn, washed, or altered insoles cannot be returned.
We also do not accept returns for:
- Gift cards
- Clearance or final sale items
- Personalized or custom products
If you're unsure whether your item qualifies for a return, please contact us before sending it back.
Exchanges
We do not offer direct exchanges. If you'd like a different item, color, or size, please request a return (if eligible) and place a new order.
Refunds
Once your return has been received and inspected, we'll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional processing time before the funds appear in your account.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- A defective product
- A damaged item
- An incorrect item received
Original shipping charges (if applicable) are non-refundable.
European Union Customers
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days under applicable consumer protection laws, provided the item is unused, unworn, and returned in its original condition and packaging.
Contact Us
If you have any questions regarding returns or refunds, please contact us at:
Email: support@kiloment.com