- All returns and/or exchanges must be pre-authorized by a Ktrna customer service representative with an RMA number (see instructions below).
- Exchanges and refunds are ONLY offered on unworn, unused, and unwashed products.
- Soiled, worn, damaged or laundered items (including items with deoderant stains, Febreze or dryer freshened items) MAY NOT be returned and WILL NOT be accepted.
- All Shipping & Handling fees are non-refundable, unless an item is damaged or defective.
- Customer is responsible for all return shipping charges and assumes risk of loss.
- Items purchased online direct from Ktrna.com must be returned by mail only and cannot be returned to a Ktrna certified retailer.
- Ktrna reserves the right to refuse any return not meeting any or all of these requirements.
- All headband sales are final. No refunds or exchanges on our headbands.
- All "Final Sale" item sales are final. No refunds on Final Sale items. Exchanges for the same item in a different size is permitted but customer is responsible for all return shipping fees.
- RMA for refund must be requested within 10 days of invoice date.
- After 10 days, items may only be exchanged for another product or merchandise credit.
- Refunds will be issued in the original form of payment only.
- Returns require 10-12 business days to process.
- Refunds will be issued when returned merchandise has been received and RMA has been approved.
- For a full refund, returns must be made with the original receipt and merchandise must be in its original condition.
- Customers will be notified via email when the RMA has been processed and a credit has been issued to the original form of payment.
- Any merchandise returned for a refund without an RMA number WILL NOT be processed.
RMA Exchanges & Credits
- RMA for exchange or merchandise credit must be requested within 30 days of invoice date.
- After 30 days, items may not be returned.
- Store credits and exchanges will be issued within 30 days of invoice date only. Store credit valid for 1 year from date of issue.
- Customers will be notified via email when the exchange has been processed and the updated items have shipped.
- Merchandise issued from a credit may not be returned for a refund.
- Customer is responsible for all return shipping charges.
- Obtain an RMA number.
- Email us at email@example.com.
- All returns and/or exchanges must be pre-authorized by a Ktrna customer service representative.
- RMA expires within 15 days of issuance. Merchandise must be postmarked within 15 days of RMA to receive credit.
- Send merchandise to Ktrna.
- Once RMA has been issued, choose a carrier and send product(s) to us: Ktrna
- ATTN: Returns
- 3840N 28th Ave
- Phoenix, AZ 85017
- We recommend using a courier who provides package tracking and basic insurance coverage.
- RMA number must be clearly labeled on copy of original receipt and on the outside of return package.
- All return shipping charges must be prepaid. No C.O.D. deliveries will be accepted.
- Retain the return tracking number for your records. Ktrna will not be held liable for lost inbound packages.
- Your RMA is Received by Ktrna and Approved.
- It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA.
- Any merchandise returned without an RMA number WILL NOT be processed.
- Refused and Return to Sender packages are not eligible for a refund without first calling and obtaining an RMA number.
- RMA Resolution
- If you requested an Exchange, a new order will be generated once your RMA is approved. You will receive an email confirming the new order has shipped along with your UPS tracking information. See RMA Exchange Information above.
- If you requested a Refund, a credit memo will be generated once your RMA is approved. You can expect the refund amount to be credited to your original payment method 3-5 business days later (depending on your bank's credit policies). See RMA Refund Information above.
- The overall turnaround time for a return is about 5-8 business days from the time we receive your shipment.
Damaged or Defective Items
- If you received an item that is damaged or defective upon arrival, please Email us immediately to obtain an RMA (see instructions above) and so that we may assist you with the return shipping fees. If you do not contact us, you are responsible for all return shipping charges.
- Before you call, please have your order number available. Please be prepared with a detailed description of the damage or defect before contacting us.
Wrong Item, Color or Size
- If we shipped you the wrong item, please Email us immediately to obtain an RMA (see instructions above) and so that we may assist you with the return shipping fees. If you do not contact us, you are responsible for all return shipping charges.
- Before you call, please have your order number available. Please be prepared with a detailed description of the differences between the item you ordered and the item you received.