Return & Refund Policy
Effective date: February 24, 2026
This Return & Refund Policy explains how returns, exchanges, and refunds work for Kolas Merch.
If you have any questions, contact our support team before sending anything back.
1. Quick Summary
- Return window: request a return within 30 days of delivery
- Condition: items must be unused, unwashed, and in original condition
- Proof: you need an order number or proof of purchase
- Refunds: issued to the original payment method after inspection
- Exchanges: available for size/color when stock is available
- Final sale items: not returnable (if clearly marked “Final Sale”)
2. What can be returned
You can request a return for most items if they are:
- Unused and unwashed
- Free of stains, odors, pet hair, and damage
- With original tags/packaging (if included)
Items we typically do not accept for return
For hygiene and safety reasons, we usually do not accept returns on:
- Worn items
- Washed items
- Items without tags (when tags were included)
- Clearance / Final Sale items
- Gift cards (if offered)
3. Return window
You must start a return request within 30 days of the delivery date.
If your package arrives damaged or incorrect, please contact us within 7 days of delivery so we can fix it fast.
4. Exchanges (size or color)
If you need a different size or color:
- Request an exchange within 30 days of delivery
- Exchanges depend on inventory availability
- If the replacement item is out of stock, we can offer a refund or store credit (your choice, if available)
5. Damaged, defective, or wrong item
If you received:
- The wrong item, or
- A damaged item, or
- A defective item,
Please contact us within 7 days of delivery and include:
- Your order number
- A clear photo of the item
- A photo of the packaging (if damaged)
We will provide a replacement, exchange, or refund depending on stock and the issue.
6. How to start a return
To begin, email us at: support@kolasmerch.dobetterinc.com
Include:
- Order number
- Item(s) you want to return or exchange
- Reason for return
- Photos (required for damaged/incorrect items)
If your return is approved, we will send return instructions. Do not send returns to us without approval, because it may delay or prevent processing.
7. Return shipping costs
Customer pays return shipping
- We pay return shipping unless the item is wrong, damaged, or defective.
8. Refunds
Once we receive and inspect your return:
- If approved, we process your refund to the original payment method.
- Refunds usually appear within 5–10 business days, depending on your bank or card provider.
What is refunded
- The item price (and tax, where required)
- Original shipping fees are usually not refundable, unless the return is due to our error (wrong/damaged/defective item).
9. Store credit (if offered)
In some cases, we may offer store credit instead of a refund, such as:
- Returns outside the standard window (if we choose to accept them)
- Items without original packaging (if accepted)
- Exchanges when the original item is out of stock
If you do not want store credit, tell us when you contact support.
10. Cancellations and order changes
We try to ship fast. If you need to cancel or change an order:
- Contact us as soon as possible at support@kolasmerch.dobetterinc.com
- If the order has already shipped, we may not be able to cancel it
If it cannot be cancelled, you can request a return after delivery (if eligible).
11. Missing packages/delivery issues
If your tracking shows “delivered” but you don’t have the package:
- Check with household members and neighbors
- Look for a safe-drop location around your address
- Contact the carrier with the tracking number
Then email us within 7 days of the “delivered” scan. We will help you review the claim options. Please note that refunds for confirmed-delivered packages are not guaranteed.
12. Contact us
For returns, exchanges, or refund questions:
Kolas Merch Support