Refund policy

RETURN POLICY:

Koda & Kel gladly accepts returns and exchanges of original condition, unworn, unwashed, undamaged, unaltered, or defective merchandise purchased online that shipped to a U.S. address for a store credit (Koda & Kel E-Gift Card) or refund direct to original credit/debit payment method. You must contact us and initiate the return or exchange within 14 days of the date your order was delivered. For merchandise purchased in-person at a POS location, please contact us (orders@kodaandkel.com) for evaluation to determine the terms of returns & exchanges as terms will vary by event, location, and product type. We do not issue refunds for POS orders paid with Cash or Venmo, only store credit (Koda & Kel E-Gift Card) will be issued on eligible returns. Shipping fees are non-refundable.

RETURN & EXCHANGE PROCESS: 

1. Initiate a return or exchange by sending an email to orders@kodaandkel.com with your order number and contact information (including first and last name, email, and mailing/billing address associated with order) or fill out our return request form on the Return Center page of our website. Please include photos of return items with your return/exchange request. 

2. Customer will be responsible for cost of return shipping. Original shipping costs are non-refundable. Replacement item shipping for exchanges may be covered by Koda & Kel, LLC up to $8.00 USD on USPS shipping rates.

3. Items must be in perfect condition to be accepted for return or exchange. Never worn, no make-up, dirt, fur, or stains. Items cannot be altered or washed. We will reject items for refund/exchange if items do not pass inspection and you will not receive a full refund. Only store credit (Koda & Kel E-Gift) will be issued for items that are not returned in perfect condition. 

4. Once we receive your return and inspect the item(s), we will refund the purchase amount for the returnable item(s) to a Koda & Kel E-Gift Card sent to your order's email address or original payment method (if elligible). We have the right to deny a return or exchange if items are dirty, damaged, or altered - not including defective items. 
   

5. Please allow up to two weeks for your return or exchange to be processed.

6. Partial returns will be refunded by store credit (Koda & Kel E-Gift Card) or original payment method (credit, debit, or Pay Pal). Full returns of all eligible items in the order may be refunded to original payment method (credit, debit, or Pay Pal) only if all items from the original order qualify and pass return inspection. 

7. Eligible items may be exchanged for items of equal or lesser value. To exchange for items of greater value, the customer is responsible for paying the remaining balance (including associated taxes and fees). The exchange item(s) will be sent to the address listed on the original order and may take up to two weeks for fulfillment after the return is received and approved for exchange.

FINAL SALE RESTRICTIONS:

Final sale items cannot be returned or exchanged. The following is a list of FINAL SALE items:

• Personalized items (If you select a bandana that includes personalization, but choose to leave it blank, this item is eligible for return.)

• Altered or customized items (such as custom sizes, adding a seam, snap, velcro, or ties)

• Items purchased during a holiday sale (including but not limited to Memorial Day Sale, Black Friday & Christmas Sale, End Of Year Sale…)

• Custom Orders

• Face Masks 

• Hair Accessories (scrunchies, hair bows, headbands, etc.)

• Mystery Items

• Doorbusters

• Gift Cards

• Items Marked Final Sale

• All orders paid with using cash/Venmo/Pay Pal at in-person POS, AfterPay, or Klarna

PLEASE NOTE: FINAL SALE ORDERS CANNOT BE CHANGED, MODIFIED, OR CANCELED AFTER CHECKOUT.

DEFECTIVE ITEM PROCESS:

1. If you have received a defective item, please contact customer service (orders@kodaandkel.com) within 3 DAYS to inform us of the issue. You must include a photo and description of the damage/defect with your email.
   

2. Examples of defective items include: loose threads or seams, broken or defective hardware, uneven seams, fabric print or color imperfections, fabric rips/cuts or physical damage, vinyl imperfections (peeling/cracked, uncentered, or bubbles) , resin imperfections (bubbles, chips, or holes), and damage due to shipping

3. If we are not notified within three days of receiving the item, it will no longer qualify for a return or replacement.

ORDER CANCELLATION OR MODIFICATION PROCESS:

1. Cancelations and modifications to qualifying orders must be made within 24 hours of the time the order was placed. To cancel or modify an order please email orders@kodaandkel.com with your order number, contact information, and reason for cancellation/modification. 
   

2. Final sale items (listed above) cannot be canceled or modified.
   

3. Partial order cancellation will be refunded for store credit only to a Koda & Kel E-Gift Card (can be used for all purchases on kodaandkel.com). Full order cancellation of all qualified items will be refunded to the original payment method (credit, debit, or Pay Pal). 
   
   
4. Please allow up to two weeks for refund to be processed.