Policy summary
Research Products are generally not eligible for discretionary return or restocking after shipment because Kiln cannot verify chain of custody, storage conditions, contamination control, or product integrity after they leave controlled fulfillment. This does not limit remedies for an incorrect item, material shipping damage, a confirmed fulfillment error, a product materially inconsistent with an express Kiln specification, or any right that applicable law does not permit Kiln to exclude.
Ordinary consumer products, if offered, may have different return conditions stated on the applicable product page or at checkout. Product-specific terms control where they provide a more specific rule.
Before shipment
If you need to cancel or change an order, contact Kiln as soon as possible. Cancellation or modification is not guaranteed once fulfillment preparation has begun, inventory has been allocated, or the shipment has entered a stage that cannot reasonably be reversed. A printed label by itself does not establish carrier acceptance, but other fulfillment steps may still make cancellation impracticable.
Research Product returns
After shipment, Research Products are generally not returnable merely because the purchaser changes their mind, no longer wants the product, selected the wrong item or configuration, or no longer has a use for it. Do not send a Research Product back unless Kiln provides specific return instructions.
Nothing in this policy permits a Research Product to be returned to sellable inventory if Kiln cannot reasonably verify product integrity or chain of custody. Where a refund or replacement is otherwise required or approved, Kiln may instruct the customer to retain, dispose of, or return the affected product as appropriate.
Incorrect, incomplete, or damaged orders
Report a materially incorrect, incomplete, or shipping-damaged order to support@shopkiln.com as soon as reasonably possible and preferably within seven calendar days after delivery. Include the order number, checkout email, packaging condition, shipping label, affected items, and clear photographs where relevant.
Keep the product, packaging, labels, inserts, and shipping materials until Kiln completes its review. Kiln may deny a discretionary replacement or refund where evidence reasonably shows that the claimed issue occurred after delivery because of misuse, improper storage, alteration, contamination, unauthorized transfer, or other circumstances outside Kiln's control.
Lost shipments
A shipment is not automatically considered lost merely because tracking is delayed, a scan is missing, or the estimated delivery date has passed. Kiln may review carrier scans, fulfillment records, delivery estimates, address information, service alerts, and carrier-investigation results before determining that a shipment is lost.
When a shipment is reasonably confirmed lost and the customer has complied with this policy, Kiln may provide a replacement, refund, carrier-claim resolution, or other legally appropriate remedy based on inventory, the payment record, the circumstances of the shipment, and applicable law.
Marked delivered but not received
If tracking shows delivery but you cannot locate the package, check the delivery location, household or building recipients, mailroom, parcel locker, neighboring delivery points, and any carrier delivery image or notice before contacting support. Kiln may ask the carrier to investigate and may request reasonable documentation needed to evaluate the claim.
A carrier delivery scan is relevant evidence but is not the only evidence Kiln may consider. Repeated, conflicting, or high-risk claims may require additional verification before a discretionary replacement or refund is approved.
Incorrect addresses, refused shipments, and forwarding
Customers are responsible for providing a complete and accurate delivery address before fulfillment. Kiln is not responsible for delay or loss caused by an address supplied incorrectly by the customer, unauthorized forwarding, refusal of a deliverable shipment, or failure to retrieve a held package, except where applicable law requires otherwise.
If a shipment is returned to Kiln or a fulfillment partner, any reshipment, refund, or credit will depend on product condition, chain-of-custody requirements, shipping costs, and applicable law. Use of a freight forwarder, package forwarding service, hotel, temporary address, or other intermediary may limit Kiln's ability to investigate events occurring after documented delivery to that intermediary.
Replacement eligibility
Where Kiln approves a replacement, the replacement may be the same product and configuration, a reasonably equivalent available configuration accepted by the customer, or another remedy where replacement is unavailable. Approval of one claim does not require Kiln to approve a future claim with different facts.
Refunds
Approved refunds are issued to the original payment method unless applicable law or the payment provider requires another method. Kiln controls when an approved refund is submitted, but payment-provider and financial-institution posting times are outside Kiln's control.
Shipping charges may be non-refundable where the carrier service was actually provided and the issue was not caused by Kiln, subject to applicable law. Kiln will not issue duplicate refunds for amounts already reversed, refunded, credited, or recovered through another payment process.
Proof of purchase and refund method
Kiln may require an order number, checkout email, transaction record, or other reasonable purchase verification before issuing a discretionary refund, replacement, or credit. Unless applicable law requires otherwise, approved refunds are returned to the original payment method rather than paid in cash or sent to an unrelated account.
Fraud, abuse, and inconsistent claims
Kiln may request reasonable verification, decline discretionary remedies, restrict future orders, or suspend an account when evidence reasonably indicates fraud, materially false information, altered evidence, repeated abusive claims, prohibited use, payment abuse, or manipulation of the resolution process. This does not restrict legitimate consumer rights or the ability to dispute an unauthorized transaction through a payment provider.
Chargebacks and payment disputes
Contacting Kiln first often allows an order issue to be resolved more quickly. If a payment dispute or chargeback is opened, Kiln may provide the payment provider with relevant order, authentication, fulfillment, delivery, communication, research-access, and policy records. Nothing in this policy waives any non-waivable payment or consumer right.
Written copy
A written copy of this refund and resolution policy is available on this page and may be requested by contacting support@shopkiln.com.
Relationship to the Terms
This Resolution Policy is incorporated into the Kiln Terms of Service. If the policies conflict, the Terms control unless this policy provides a more specific rule for order resolution. Nothing here excludes a remedy that applicable law makes non-waivable.
Contact
Send order-resolution requests to support@shopkiln.com. Include the order number and checkout email. Never send full payment-card information by email.