Return & Refund Policy

1. Order Modification & Cancellation

Can I cancel or modify my order?

We understand plans may change. If you need to cancel or modify your order, please contact customer service as soon as possible.

  • Orders can be cancelled or modified free of charge within 12 hours after placement;
  • After 12 hours, cancellation or modification requests will incur a 10%–30% fee, depending on production progress and costs already incurred;
  • Orders cannot be cancelled or modified after 48 hours from placement or once they have been shipped;
  • All requests will be reviewed based on the actual order status.

Since some products are custom-made or produced on demand, we recommend carefully confirming all order details (including size, color, and other customization options) before placing your order.

2. Return & Refund Eligibility

Custom-sized products

Custom products are uniquely manufactured based on customer-provided measurements and personalized requirements. They are non-returnable and non-refundable except in the following cases:

  • Product damaged during shipping;
  • Incorrect item received;
  • Verified manufacturing defects;
  • Confirmed quality issues.

Standard-sized products

Standard-sized products may be returned within 30 days of delivery, provided that:

  • The return request is approved by customer service;
  • The item is unused, uninstalled, and in its original packaging (including accessories and tags);
  • The product is in resalable condition.

Non-returnable / Non-refundable Conditions

  • Custom-made products;
  • Issues caused by incorrect customer-provided information (including size, color, style, or configuration errors);
  • Products that have been installed, used, or damaged by the customer;
  • Normal color variations (e.g., lighting, display differences, or dye batch differences);
  • Industry-accepted dimensional tolerances;
  • Shipping delays;
  • Clearance, Sample, discounted, or promotional items;
  • Subjective dissatisfaction (e.g., does not meet expectations but no quality issues).

3. Return Process

To request a return, please contact customer service and provide the following information:

📧 service@kgorge.com

  • Order number
  • Product photos
  • Packaging photos
  • Clear images of the issue

All returns must be pre-approved. Products returned without authorization will not be accepted or processed.

Customers must ship the item back within 7 days after return approval. Delays may affect the outcome of the return process.

4. Refund & Fee Information

  • A 10%–30% return and processing fee (based on product condition and handling costs);
  • Original shipping fees are non-refundable;
  • Return shipping costs due to non-quality issues are borne by the customer;
  • If the return is due to our error, shipping damage, or product quality issues, related costs will be covered by us.

5. Damaged, Incorrect Shipment, or Quality Issues

Please inspect the product immediately upon receipt. If any issues are found, contact customer service within 30 days:

📧 service@kgorge.com

  • Order number
  • Outer packaging photos
  • Overall product photos
  • Clear images of the issue details

After review and confirmation, we will offer one or more of the following solutions:

  • Reshipment of parts or full product
  • Product replacement
  • Partial refund
  • Store credit compensation
  • Full refund (if eligible)

6. Warranty Policy

We provide a 180-day limited warranty covering manufacturing defects and quality issues under normal use.

The following are not covered:

  • Minor cosmetic wear from shipping
  • Improper installation
  • Accidental damage or misuse
  • Normal wear and tear
  • Weather or natural damage (e.g., wind, rain, flooding)
  • Damage caused by incompatible support structures or hardware

Examples of improper use:

  • Product deformation due to insufficient load-bearing structure
  • Structural damage due to uneven force distribution
  • Water accumulation due to lack of drainage angle
  • Failure to install or use according to instructions

Warranty Notes for Shade Sail Products

Dimensions

Due to handcrafting, slight size variations are normal and not considered a quality issue:

  • Industry-accepted tolerance: ±2 inches (flat, unstretched measurement);
  • Listed sizes refer to finished product dimensions;
  • Measurements are taken between triangle ring edges;
  • Listed size does not equal installation point distance;
  • Recommended installation spacing should be about 10% larger than product size for proper tensioning.

Proper Use

  • The product must be installed and used strictly according to instructions;
  • Shade sails are not suitable for long-term water pooling or heavy rain environments;
  • During rain, it is recommended to lower one corner to allow drainage and prevent water accumulation;
  • Large products may have seams and are not fully waterproof.

Damage not considered a quality issue:

  • Improper installation
  • Water accumulation
  • Strong wind or extreme weather
  • Failure to follow instructions
  • Unauthorized modification or misuse

7. Contact Us

📧Email: service@kgorge.com

📞Phone: +1 480-757-9293 (Mon-Sat 11:00 AM - 7:00 PM EDT)