180-Day Warranty Policy
Thank you for choosing KGorge. To ensure a great user experience, we offer a 180-day limited warranty on all authentic KGorge products. This warranty applies only to the original purchaser and is non-transferable. Under normal and reasonable use, if the product develops a quality issue caused by defects in materials or workmanship, KGorge will provide an appropriate warranty solution based on the actual situation and at our discretion.
Please note that the following are not covered under this warranty:
- Natural aging or everyday wear and tear: Minor fading, fabric relaxation, or material aging that does not affect the structural integrity or intended function of the product.
- Improper cleaning or stain neglect: Damage caused by improper cleaning agents, excessive scrubbing, or failure to follow care instructions, resulting in permanent staining, discoloration, or material deterioration.
- Improper installation or use: Including but not limited to leaving a shade sail fully tensioned during heavy rain without allowing proper water runoff, causing pooling, sagging, deformation, or tearing; or using clip rings to hang grommet curtains instead of a curtain rod, resulting in grommet damage.
- Unauthorized modifications or disassembly: Any damage resulting from unauthorized modifications, disassembly, or non-standard adjustments.
- Misuse or external force damage: Tears, rips, cuts, or other damage caused by excessive force, improper handling, or contact with sharp objects.
- Environmental or weather-related damage: Damage caused by severe weather conditions, including but not limited to storms, strong winds, prolonged heavy rainfall, snow, or ice accumulation that is not cleared in a timely manner.
KGorge reserves the right to require valid proof of purchase and supporting evidence of the reported issue for any submitted warranty claim. KGorge’s liability is strictly limited to the coverage provided under this warranty.
Modification & Cancellation
Can I cancel my order?
All products are individually made to order and enter production shortly after purchase to ensure timely delivery. Therefore, any modification or cancellation requested within 12 hours of placing the order will incur a 10%-30% fee, depending on the production stage and materials prepared. After 12 hours, orders cannot be canceled or modified, as production will already be in progress.
Can I make changes to order details after placement?
We take pride in our quick response and delivery for order requests. Please carefully measure and place your order. Take advantage of our available resources if necessary, including pre-sale consultations (live chat, phone call) and sample swatches. Placing an order signifies your confirmation of the order details.
If you need to make changes, please submit your modification request within 12 hours of placing the order. A 10%-30% alteration fee may apply, depending on the production stage. Modification requests made after 12 hours from the order date will not be accepted.
We do not offer alterations once the products have been shipped.
Return & Refund Policy
We have a 30-day return policy, which means you can request a return within 30 days of receiving the item. If you are not satisfied with your purchase, we will process your return/exchange request as long as you contact us within 30 (working days) of receipt of the item. Any request after 30 days will not be entertained. Please ensure that the purchased product is in good condition (undamaged, unstained, undeformed, unwashed, and free of signs of use, with labels) your original confirmation email or text message, and the order as proof of purchase.
As a manufacturer of custom-made products, we only accept returns for items that are defective or incorrectly delivered. Returns will not be accepted for reasons such as a change of mind or mistakes made by the customer when placing the order.
If you receive an incorrect item or notice any quality issues, please email us at service@kgorge.com within 30 days of delivery. Requests submitted after this period will not be accepted. To process your request, please ensure the product is unused and in its original packaging. Kindly include clear photos showing the issue, along with screenshots of your order details in your email. Once the issue is verified, we will provide an appropriate solution.
To assist with your request, please include your order number and photos/videos of the defective or incorrect item. If a quality issue is confirmed, we will work with you to find a resolution or compensation plan.
Please Note:
*Sizing of Sun Shade Sails:
1. As each sun shade sail is handmade, slight size variations may occur. According to industry standards, a tolerance of 2" (measured when the sail is laid flat on a horizontal surface, without any stretching) is considered acceptable and not a defect.
2. The size of the sun shade sail refers to the actual finished size (±2” tolerance), measured when laid flat and unstretched.
3. Each side is measured along the edge, from the bottom of one D-ring to the bottom of the other D-ring on that same side.
4. Please note this is NOT the distance between anchor points.
5. For proper tensioning, we recommend selecting a sail about 10% smaller than your anchor-to-anchor measurements.
*Product damaged after receipt will not be accepted.
*Items returned without an approved return request will not be accepted.
Additional Notes for Shade Sails (Correct Usage Required)
For all shade sail products, customers must follow the recommended installation and usage guidelines provided on the product page and in the instruction manual.
- Shade sails are not designed for use during heavy rain. Water accumulation may cause the sail to sag or overstress the fabric and hardware. In rainy conditions, customers should release one corner of the shade sail (as instructed) to allow water to drain naturally and prevent pooling.
- Shade sails above certain sizes will include joining seams as part of the manufacturing process. These seams are not waterproof, and any seam leakage caused by leaving the shade sail installed during rain or allowing water to pool will be considered misuse. Customers must follow our recommended practice of releasing one corner during rainy conditions to prevent water accumulation. Damage or leakage resulting from not following these instructions is not eligible for return, exchange, or refund.
- Damage caused by improper installation, failure to follow these usage instructions, or misuse in unsuitable weather conditions will be considered customer-induced issues and will not be eligible for return, exchange, or refund.
Can I make a return?
If you have any questions about product details or measurements before order placement, please consult with our customer service via live chat or email at service@kgorge.com. Returns are not accepted unless there is a quality issue or manufacturing defect. This policy applies to both custom-sized and standard-sized products.
Examples of non-returnable items
- Change of mind / No longer wants it - please refer to our "Modification & Cancellation" policies above for guidelines.
- Misunderstood the image of the product.
- Not the color or texture wanted.
- Product damaged caused by improper use.
- Wrong size or size differences¹ due to incorrect measurements provided by the customer, or items that do not fit properly but were made accurately.
- Ordered the wrong item (fabric, header, color, liner, etc.)/ Ordered wrong number of items by mistake and didn't cancel or modify within 24 hours as required.
- Slight color variation between sample booklet and the finished product due to fabric dye lot.
- Products are too heavy—please check the product specifications or consult a customer service representative to ensure they meet your usage requirements.
- Order comes later than expected.
- Clearance / Final sale products.
Repeat Purchase Discount
As a valued customer, you’ll enjoy exclusive savings on repeat purchases, whether expanding your project or reordering your favorite products. Contact us for details on the offers.
Contact Us
For any requests, questions or concerns, our dedicated customer service team can be reached at:
Email: service@kgorge.com
Tel: +1 480-757-9293 (Mon-Sat 11:00 AM - 7:00 PM EDT)
