Return Policy
Thank you for choosing Caramel Kracken! We strive to provide you with high-quality products and exceptional customer service. Please read our return policy carefully to understand our procedures regarding product replacements.
Refunds: At Caramel Kracken, we do not offer refunds on purchases. We believe in our products and stand behind their quality. However, if you encounter any issues with the product you purchased, we are committed to resolving the matter to your satisfaction.
Product Replacements: If the product you received does not meet our quality standards or is damaged upon arrival, we are more than happy to replace it for you. Please follow the steps outlined below:
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Contact Customer Support: Within 7 days of receiving your order, please reach out to our customer support team via kc@caramelkracken.com. Provide them with your order details, including the order number and a brief description of the issue you encountered.
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Return Authorization: Our customer support representative will guide you through the return authorization process. They may request additional information, such as photographs of the product, packaging, or any defects you noticed. This step helps us assess the situation accurately and ensure a prompt resolution.
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Return Shipping: Once your return is authorized, we will provide you with instructions on how to return the product. Please ensure that the item is securely packaged to prevent further damage during transit. You will be responsible for covering the shipping costs associated with returning the item to us.
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Product Inspection and Replacement: Upon receiving the returned item, our team will carefully inspect it to verify the reported issues. If we determine that the product indeed falls short of our quality standards or was damaged during shipping, we will promptly send you a replacement product at no additional cost. If the original item is no longer available, we will offer a suitable alternative or a credit towards a future purchase.
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Communication and Updates: Throughout the process, we will keep you informed via email or phone regarding the status of your replacement request. We aim to resolve all matters within a reasonable timeframe, ensuring your satisfaction with our service.
Exceptions: Please note that our replacement policy applies only to products that do not meet our quality standards or arrive damaged. It does not cover products that have been used improperly, modified, or subjected to intentional damage. Additionally, personalized or customized items may not be eligible for replacement unless the error was made on our part.
We appreciate your understanding and cooperation in following our return policy. Should you have any questions or concerns, please do not hesitate to contact our customer support team. We value your business and look forward to providing you with excellent products and service.
