Warranty Policy
Warranty Policy
Warranty Coverage
All KAILAS products purchased through official channels or authorized retailers is covered by a 1-year limited warranty from the original date of purchase.
This warranty is exclusively applicable to defects in materials or workmanship under normal use. Products that meet the eligibility criteria will be either repaired or replaced at KAILAS’s discretion.
Exclusions from Warranty Coverage
The following conditions are considered normal wear and tear and are not covered under this warranty:
Normal Wear and Tear: Includes natural abrasion of the midsole and outsole, displacement of the shoe upper’s sponge material, and usage marks such as salt stains or water spots.
Improper Use: Wear resulting from misuse or mishandling of the product, including failure to follow care instructions.
External Damage: Damage caused by external forces, such as scratches, scuffs, burns, or any abnormal physical impacts.
Unauthorized Purchases: Products purchased from unauthorized retailers or third-party sellers.
Improper Handling: Damage caused by inadequate transportation, improper storage, or exposure to extreme environmental conditions.
Modifications: Any damage resulting from alterations or modifications made to the product by the customer.
FAQ
2. Case Review: Our customer service team will assess your claim and respond within 1-3 business days to review the details and determine the appropriate next steps.
3. Resolution: For claims that meet the eligibility criteria, we will either repair or replace the product. If the product is discontinued, we will offer an equivalent replacement or store credit of equal value.
Customers are responsible for the costs of returning the item(s) to our service center, including any applicable taxes and fees.
2. Return Shipping for Repaired or Replaced Items:
KAILAS will cover the shipping costs for sending repaired or replaced items back to the customer’s address.
3. Proof of Purchase:
A valid proof of purchase (such as your order number or receipt) is required for all warranty claims.
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Monday-Friday: 9:00 - 18:00 (UTC +08:00)