EU Statutory Right of Withdrawal
If you are a consumer located in the European Union or European Economic Area, you have the right to withdraw from your online purchase within 14 days without giving any reason, unless a legal exception applies.
To exercise this right, you may use our EU Right of Withdrawal form or contact us at customerservice@kaygosafety.com with a clear statement that you wish to withdraw from the contract.
This statutory right is separate from, and is not limited by, our voluntary 60-day return and exchange policy below.
Any KAYGO product may be returned or exchanged within 60 days of delivery under our voluntary return policy. Original shipping charges are not refundable under this voluntary policy, unless required by applicable law. For a valid EU statutory withdrawal, we will refund the product price and the least expensive standard delivery cost offered at checkout. If you chose an upgraded shipping method, only the standard delivery cost is refundable. To start a return, exchange, or withdrawal request, please contact us at customerservice@kaygosafety.com or use our EU Right of Withdrawal form.
Things to Know
1. Defective merchandise will be replaced or refunded after we assess the product's defectiveness. If we find the product is defective after review, we will send a new item free to the customer.
2. For non-defective products, we will charge an additional 20% processing fee. The customer is also responsible for the return shipping cost. This 20% processing fee does not apply to a valid EU statutory right of withdrawal exercised within the 14-day cooling-off period.
3. For exchanges or returns under our voluntary 60-day return policy, items must be in like-new condition and have original packaging.
4. Clearance items are not eligible for return or exchange under our voluntary 60-day return policy, unless required by applicable law.
5. When contacting us, please provide your order number and email address. For defective, damaged, wrong, or incomplete items, photos or videos may be required to help us assess the issue. Photos, videos, or a reason for return are not required for a valid EU statutory withdrawal.
6. We will email the return and exchange address after submitting the request.
7. We don't accept returned and exchanged items not submitted first.
Refund
For a valid EU statutory withdrawal, we will issue the eligible refund without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold the refund until we have received the returned goods or until you have provided evidence that you have sent the goods back, whichever is earlier.
Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method.
Customers are encouraged to check with their credit card company or bank if the refund has not been posted on the account after the two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Don't hesitate to contact us at customerservice@kaygosafety.com if the customer has not received the refund after 10 business days.