At Kratime, we stand behind the quality of our products and want you to be completely satisfied with your purchase. Our commitment to you is our top priority. If for any reason you are not happy with your order, we have outlined our return policy below to make the process as simple as possible.

Please read the following policy carefully to understand the conditions and procedures for returns.

Our Satisfaction Guarantee

We offer a 30 days satisfaction guarantee. If 30 days have passed since your purchase date, unfortunately, we cannot offer you a refund or exchange.
To initiate a return, please contact our customer support team within this 30-day window.

Conditions for Returns

To be eligible for a return, items must meet the following criteria:

  • Unopened Products: Items must be in their original, factory-sealed packaging and in the same unused condition that you received them. Unopened products are eligible for a full refund or an exchange.
  • Opened Products: Your satisfaction is very important to us. Due to the nature of our products, we handle returns for opened items on a case-by-case basis. If you are dissatisfied with a product you have opened, please contact our support team to discuss your options.
    • Example 1 (Store Credit): “We offer store credit for the full value of the product. While we cannot provide a cash refund for opened items, we want to ensure you find a product that works for you.”
    • Example 2 (One-Time Replacement): “We may offer a one-time replacement with a different strain of equal or lesser value.”
    • Example 3 (No Returns on Opened Items): “For safety and quality assurance reasons, opened products are not eligible for refunds or exchanges.”
  • Non-Returnable Items: The following items are exempt from being returned:
    • Gift cards
    • Clearance or sale item

How to Initiate a Return (The Return Process)

Step 1: Contact Customer Support Before sending anything back, please email our customer support team at support@kratime.com. Provide your order and a clear reason for the return. We will assess your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and the return shipping address.

Step 2: Package Your Item Securely package the item(s) you are returning, including the original packing slip if possible. Please write the RMA number clearly on the outside of the package.

Step 3: Ship the Item Back

  • Example (Customer Pays): “You will be responsible for paying for your own shipping costs for returning your item. Original and return shipping costs are non-refundable.”
  • Example (Kratime Pays): “We will provide you with a pre-paid shipping label to return the product to us at no cost to you.”

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

Please note that original shipping fees are non-refundable.

Damaged or Incorrect Orders

We take great care in packaging our products. However, if your order arrives damaged or if you receive the wrong item, please contact us within 48 hours of delivery.

Please email us at support@kratime.com with your order number and a photo of the damaged or incorrect item. We will arrange for a replacement to be sent to you immediately and will cover all associated shipping costs.