Exchange and return policy

Exchange and return of the item are considered by conditions as follows:

  1. Customer needs to reach out to us in order to exchange or return the item within 14 days of the date you receive the items.
  2. To be eligible for a return/exchange within 14 days, item must follow the following condition:
    • Item is flawed, broken or damaged from delivery.
    • Item received is not as shown as described on the website.
    • Wrong item is being sent.
  3. Items not eligible for return/exchange are as follows:
    • Custom-made or made-to-order items
    • Clearance items
    • Display items
    • The natural fall of yarn is not considered a defect of the product
    • We will not accept returned product if it is returned because it does not suit the customers’ personal tastes and styles
  4. In order to return, customer has to return via private delivery company service (such as Kerry Express, Flash Express, J&T etc.), and you are responsible for the cost.
    • Product return/exchange. The customer must return the product to the company in the original condition that the customer received.
    • Customer should take photos/videos of the goods before delivery as the evidence to confirm the goods condition.
  5. For defective items from the production process and in warranty consideration, Kleen-Tex will exchange the new items or the equivalent items or fix or appropriate action without charging or refund in all cases.
  6. The damaged items that are caused by the customers will not be returned/exchanged. Including the damage caused by inappropriately abused, misused, altered, or cleaned by the incorrect cleaning methods or incorrect cleaning products and not cover normal wear and tear, cuts, or scratches, or damage caused by impacts or accidents.

Exchange-Claim procedure

  1. To Change or Claim the products, Customer need to notify the problem within 14 days after received the shipments. If the problem is found such as wrong model, colour, unfulfilled amount etc.
  2. Customer must firstly notify the problem of claim-return of the product in every case at [email protected] or contact +66 3 829 6891 to 3 ext. 122 or +668 3117 9593. Please send the receipt, payment confirmation documents, photos/video of the items and exchanging reasons.
  3. Incomplete product due to the product itself are able to notify for the change provided that the inspection for proving shall be proceeded.
  4. Our staff will be contacting you within 3 business days in order to confirm exchanging purposes before proceeding to exchange the items. Company reserves the right to make final decision.
  5. Do not accept the change-return if the product is used or in the event that the customer claims for the change without any cause from the product itself.

Return and refund procedures

  1. To Change or Claim the products, Customer need to notify the problem within 14 days after received the shipments or services.
  2. 2. Customer must firstly notify the problem of claim-return of the product in every case at [email protected] or contact +66 3 829 6891 to 3 ext. 122 or +668 3117 9593. Please send the receipt, payment confirmation documents, photos/video of the items and return reasons.
  3. 3. Our staff will be contacting you within 3 business days in order to confirm return purposes before proceeding. Company reserves the right to make final decision.
  4. Product must not be defective/damaged causing by customer’s action.
  5. Product must be unused.
  6. Product provided under the condition of promotion such as premium, exchangeable product, purchasing product, etc. must be returned together with the major product.
  7. Expense incurred from the transportation of the returning product, gift wrapping cost, special package, installation and other Service Fee are non-refundable.

Refund process

Kleen-Tex reserves the rights to not refund the price of products and services in Cash for every cases. Kleen-Tex will refund an amount to customer by these following methods and the refund will be proceeded after the Company’s confirmation to accept the return and we receive refund documents completely.

  1. Refund Note: Refund as a coupon to be used as cash for purchasing on www.kmatonline.com by return within 14 days
  2. Transfer into account: Refund to the customer’s bank account by return within 7-20 days
  3. Credit voucher: Payment will be released back to the card you used to make payment. This process is depending on the card issuing bank.
    • Release back to Credit Card within 15-30 working days
    • Return back to Debit Card within 30-45 working days