Please note: This return policy only applies to new and whole unit ordering, DOES NOT apply to replacement part(s). WE DO NOT ALLOW ANY REPLACEMENT PART(S) RETURN/EXCHANGE.
Returns & Refunds
RETURN & REFUND POLICY
KZLAA is committed to 100% customer satisfaction. If our products didn’t meet your expectation, you may return your purchase within 30 days from the delivery date.
Cancellation
KZLAA accepts an order cancellation before the product is shipped. If the order is canceled you will get a full refund immediately.
We cannot cancel the order if the product is already shipped out. If your order has shipped, we will refund your payment as soon as we have received and inspected the item(s) back from you. After it is approved, we will process refunds within 14 business days.
30-Day Money-Back Guarantee
Undamaged products may be returned for a refund for any reason within 30 days after the receipt of the product.
● Items must be returned in their original packaging including all related parts, accessories, and manuals
● All the returned items must be new, unused, and unassembled.
● Refund will only be issued within 3-5 days after we receive the item back in brand new condition
● Returning a used item will result in a denied refund. Customer is responsible for sending us a shipping label to have the item returned back.
● Returns may be rejected if the product does not meet the above requirements.
For damaged or defective parts:
● Customer must contact us within 30 days from the purchase date. Failure to report damages or defects within a timely manner may prevent us from properly assisting the customer
● Customer is responsible to email us their confirmation # from purchase, picture(s) and detailed description of the defective or damage part(s) immediately in order to qualify for the free part replacement
● We will send the part(s) free of charge including shipping for any defective or damaged part(s) after the picture(s) and detailed description submitted are approved
● If the damaged part has been caused by usage, we will not cover the cost
● If the customer chooses to return the whole unit, customer will be responsible for shipping the item back to us
For any lost package: We will file claim with our shipping carrier. When claim is approved, we will issue a refund/credit memo within 3-5 days.
For any mis-
shipped item: We will issue call tag to have the item returned back to us for inspection. If indeed it was mis-shipped and the item being returned was brand new, then we will issue refund/credit memo within 3-5 days.
Caution: For your safety, always place furniture against a wall or in a corner with walls for stability and on a safe and flat surface. To prevent your cat or anyone from injury, never climb, sit, jump, rock, or tilt the cat tree furniture.
Usage Advice: Monitor your pet's behavior when using the product. If any part(s) appear to be damaged, replace before use.
Please do not refuse any package or attempt to return it yourself prior to contacting us, we will not accept any refused return without contacting us first. For all return, it is the customer's responsibility to obtain an approval with RMA # from KZLAA prior to returning the item. We will not accept any return without an authorization # issued by KZLAA. You may email to kzlaa1012@outlook.com to request for an authorization form for the return.
Instruction
Please email support@kzlaa.com for a return. We will issue a pre-paid return shipping label. ALL RETURNS MUST BE SHIPPED TO KZLAA'S RETURN ADDRESS.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed in 14 business days, and a credit will automatically be applied to your original payment method ( E.g. credit card, PayPal, or other payment methods) within a certain amount of days. All refund recipients will receive an email confirmation for their records.
Note: The original shipping fee and Shipping Guarantee are non-refundable.
Wholesale
whatsapp:+86 19901463033
Email: support@kzlaa.com
