Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@kontenl.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@kontenl.com.


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges

We are happy to exchange your order if you decided you ordered the wrong size for your child.
Please contact us at shop@kontenl.com within 15 days of your purchase and make a note that you want to exchange your order for another size.

  • Customer is responsible for return shipping fees.
  • Upon receipt of the original purchase we will ship out the new item.
  • Exchanges not applicable for international orders.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Returns

ALL returns are subject to inspection and final approval by Kontenl with the following conditions:

  • The products must be new and in like-new condition with no signs of use,
  • The product is in the original, untorn packaging (packaging can be gently opened for trying on then resealed),
  • The product with all parts, accessories and manuals included.
  • Shipping costs on your initial order are non-refundable

RETURN CONDITION/RESTOCKING FEES ARE APPLICABLE FOR:

  • Return Condition fees of up to $20/product may be applied:
  • Product returned without all the original packaging in reusable condition (ie. if the packaging is torn or missing)
  • Product returned missing the registration card or torn registration card
  • Products returned with signs of light use (i.e. slightly worn labels)
  • Products returned but missing pieces necessary for use or resell. Return Condition fee varies depending on whether it’s a piece we can replace and at what cost
  • Restocking fees of $20/product may be applied:
  • Returns received more than 30 days after date of purchase
  • Multiple fees may apply if product returned fits more than one (ie. it was returned after 30 days and the accessory bag is missing, total fee will be $30)


WHEN CUSTOMER IS RESPONSIBLE FOR RETURN SHIPPING FEES:

  • customer can either:
  • have Kontenl provide a prepaid shipping label and deduct shipping cost from refund,
  • or customer can purchase their own shipping.
  • If an item is returned after a previous free exchange.
  • All international returns.

We recommend you use a carrier with tracking if purchasing your own return shipping.  Kontenl is not responsible for merchandise lost or stolen in transit.


WHEN ARE RETURNS NOT ACCEPTED:

  • 30 days after date of purchase.
  • Previous return authorizations will be void, if the product is not received within 30 days from the date of purchase.
  • Returns received without prior approval will not be processed for refund or exchange. In which case, customer can pay for shipping to return product to them, if desired.
  • Products returned with visible signs of wear (i.e. stains, worn fabric or labels) may not qualify for a refund. In which case, customer can pay for shipping to return product to them, if desired.
  • Kontenl reserves the right to deny any return.

This return policy is subject to change at any time at Kontenls’ sole discretion.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.