Refund Policy
1. Policy Overview
Kortagon LLC is committed to delivering products that meet the specifications published in our catalog. If a product arrives damaged, defective, or materially different from its listed description, we will process a refund or replacement subject to the conditions outlined in this policy.
All refund requests must be submitted within the applicable timeframe and must include order reference documentation. Requests submitted outside of the specified windows may be declined at the discretion of our operations team.
2. Return Eligibility Window
| Condition | Return Window | Refund Type |
|---|---|---|
| Arrived damaged or defective | 14 days from delivery | Full refund or replacement |
| Item not as described | 14 days from delivery | Full refund |
| Customer preference change | Not eligible | N/A |
| Incorrect item shipped | 30 days from delivery | Full refund or replacement |
| Missing components in set | 21 days from delivery | Partial refund or replacement |
3. Non-Refundable Items
The following products and conditions are not eligible for refund:
- Chemical compounds (SilicaGuard Pro Spray, HydroBlast Foam Lance) that have been opened or partially used
- Products with damage resulting from improper installation or use beyond rated load specifications
- Products from which original manufacturer labels, serial markings, or material stamps have been removed
- Orders where the stated delivery address was incorrect at time of submission
- Custom or special-order items not listed in the standard catalog
4. How to Submit a Refund Request
To initiate a return or refund request, contact our support team with the following information:
- Your order reference number (format: KGT-XXXXXX)
- Full name and shipping address used at time of purchase
- Description of the issue, including specific defect or discrepancy
- Photographic documentation of the damaged or defective item
Subject line format: REFUND REQUEST — [Order Reference]
Response time: 2–3 business days
5. Refund Processing
Upon approval of a refund request, the refund will be processed using the same payment method used during the original transaction. Processing times vary by payment method:
- Credit / Debit Card: 5–10 business days after approval
- Bank Transfer: 3–7 business days after approval
- Cryptocurrency: Processed within 2 business days to the originating wallet address
Kortagon LLC does not issue refunds in a different form or currency than the original payment.
6. Return Shipping
In cases where a physical return is required, Kortagon LLC will provide a prepaid return shipping label for orders involving damaged, defective, or incorrectly shipped items. For all other return scenarios, return shipping costs are the responsibility of the customer.
Items must be returned in their original packaging where possible. Kortagon LLC is not responsible for items damaged during return transit when customer-arranged shipping is used.
7. Dispute Resolution
If a refund dispute cannot be resolved through our standard process, Kortagon LLC will engage in good-faith mediation. All disputes are subject to the laws of the Commonwealth of Kentucky.