At Kinetic Sand, customer satisfaction is extremely important to us. We are committed to providing high-quality products and ensuring that every customer enjoys a smooth and reliable shopping experience. If for any reason you are not fully satisfied with your purchase, this Refund and Returns Policy explains the conditions and procedures for returning items and requesting refunds.
Customers may request a return within 30 days of receiving their order. To be eligible for a return, the product must be unused, unopened, and in its original packaging with all included accessories, instructions, and materials intact. Products that have been used, damaged after delivery, altered, or returned without original packaging may not qualify for a refund or exchange.
To begin a return request, customers should contact our support team with their order number, the reason for the return, and any relevant details regarding the item. Once the request is reviewed and approved, return instructions will be provided. Customers are encouraged not to send products back without receiving confirmation from our support team, as unauthorized returns may experience delays or be declined.
Refunds are issued to the original payment method used during checkout. After the returned item is received and inspected, we will notify the customer regarding the approval or rejection of the refund request. Approved refunds are generally processed within several business days, depending on the customer’s payment provider or financial institution.
Shipping costs are generally non-refundable unless the return is the result of our error, including receiving the wrong item, defective merchandise, or products damaged during shipping. In such cases, we may provide a replacement, full refund, or reimbursement of return shipping costs when appropriate.
If an order arrives damaged or defective, customers should contact us as soon as possible after delivery. Please include photos of the damaged item and packaging so our support team can evaluate the issue and provide an appropriate resolution. We strive to resolve these matters quickly and fairly.
Certain items may not be eligible for return or refund. These may include clearance items, final sale products, promotional giveaways, gift cards, or products specifically marked as non-returnable at the time of purchase. For hygiene and safety reasons, some opened items may also be excluded from return eligibility.
Orders may only be canceled before they have been processed or shipped. Once an order has entered fulfillment or has been dispatched, cancellation requests may no longer be possible. Customers who no longer want a shipped order may still request a return after delivery in accordance with this policy.
We reserve the right to refuse returns or refunds in cases involving abuse of the return system, excessive return activity, fraudulent claims, or violations of our terms and conditions. Our goal is to maintain a fair policy that protects both our customers and our business operations.
Customers are responsible for ensuring that the shipping address provided during checkout is accurate and complete. We are not responsible for delays, losses, or failed deliveries caused by incorrect shipping information entered by the customer. If a package is returned due to an incorrect address, additional shipping charges may apply for reshipment.
International customers may be responsible for customs duties, taxes, import fees, or other charges imposed by local authorities. These fees are non-refundable and are the responsibility of the customer unless otherwise stated.
We may update or revise this Refund and Returns Policy at any time without prior notice. Any changes will apply immediately upon posting on our website. Customers are encouraged to review this page periodically for the latest information regarding returns and refunds.
If you have any questions about returns, exchanges, damaged items, or refund eligibility, please contact our customer support team:
Email: kineticsandus@outlook.com
Phone: (451)987-1257