KAGS offers a 100% customer satisfaction guarantee on all of its products purchased with us. If you are not completely satisfied with your KAGS product or order, KAGS will gladly refund or exchange your item. Please see our refund/return policy below for more details:
Refund / Exchange Policy
If you would like to return an item, please email us in advance by giving your order confirmation number or invoice number, and you must fulfill ALL conditions as follows:
The shipment must be:
1. Returned within 7 days from the date of delivery or date of purchase.
2. Purchased from mykags.com or invoiced directly by KAGS Limited.
3. Enclosed the original sales receipt (shipping invoice).
4. Shipping costs incurred in all returned shipment are not refundable.
5. If the goods are returned due to quality problems, we will arrange a courier to pick up the goods and promise to be responsible for the relevant round-trip cost.
6. If you need to apply for the relevant return service for non-product quality problems, you need to bear the relevant costs of returning the goods to our service centre.
7. Returned via insured parcel post.
8. Able to be shipped back with tracking information, and KAGS will not be responsible for any lost or damaged packages
9. Returned in its original condition and shipped back in the original packaging.
10. Undamaged and in good condition.
11. Refund or Exchange item will be sent out upon arrival of the returned shipment.
12. Please note that there is a 15-day turn-around time for all exchanges and refund.
13. All products are allowed to exchange only once.
14. If you purchase KAGS products from our authorised distributors or resellers, you must carefully follow their sales and return policies. If you are not satisfied with the products purchased from our authorised distributors or resellers, you should contact the reseller directly to inquire.
15. Likewise, KAGS does not provide a refund for returned products that do not fulfil the above conditions. We reserve the right on all refund or return decisions. Please refer to the return policy if you have
Return Procedure
Once the customer fulfills the condition listed above, please submit your return request by emailing us at cs@mykags.com. Please note that every returned shipment requires the customer to provide the below information in the return request email:
- Name
- E-mail address
- Order form number / invoice number,
- Reason for return
Once you receive a reply from KAGS customer support, please prepare the return shipment following the steps listed above.
Warranty Period
Coming free of defects in materials and workmanship, all KAGS schoolbags are offered 1 year warranty from the date of purchase. Customers are advised to keep the purchase receipts for maintenance purposes during the warranty period. Nevertheless, this warranty is not extended to damage due to unreasonable use or improper care.
Warranty Exclusions
KAGS does not cover problems or failures caused by abnormal use of the products. Abnormal use would include, but is not limited to, wear or tear caused by constant dragging, over-loading the schoolbag or over-stuffing pockets or compartments, etc. KAGS will not be responsible for incidental or consequential damages, or the natural breakdown of materials occurred with extended use.
Moreover, KAGS do not offer warranty for Weekend Series as well as accessories like pencil cases and shoe bags etc.
Repairs
You may submit your claim by emailing the following information to us at cs@mykags.com or whatsapp to +852 59511360. Our Customer Support will contact you to execute the assessment procedure in due course.
- Name
- Contact phone number
- Email address
- Model of schoolbag
- Colour of schoolbag
- Invoice number
- Date of purchase
- Place of purchase
- A copy of the invoice
- A picture showing the defect
Under warranty
If the defects in your KAGS product is deemed to be covered under warranty, we will offer repair service free of charge, The repair time is around 3-5 working days.
Reminders
1. You will need to furnish a copy of this invoice in order to enjoy the warranty service.
2. In any cases of repair services to be provided at our discretion after the assessment, you will need to bring and collect the schoolbag to and from our service center. Should you choose to use local courier instead, you will be responsible for all related delivery charges.
