Refund policy

Returns and exchanges

For any questions or assistance please contact us at info@kaltgear.com

Please note: Only unworn and unwashed pants are accepted for return or exchanges.

If your pants have been worn, washed, altered, or are dirty from obvious long term wear, your return will be denied, and you WILL NOT receive a refund for any pants returned to us.

To help you determine the best fit, please review our sizing guide before submitting the exchange request.

To submit a return request for refund or for exchange you have two options.

Option 1 - the super easy way: Send us an email to info@kaltgear.com with your order number and what size you would like to exchange for, and we'll take care of you. The process is:

  1. You send an email to info@kaltgear.com letting me know what size you would like or if you want a refund for your return.
  2. I open the exchange request for you and email you the return label for your current pants.
  3. You pack up the pants, slap the label on it and throw into your mailbox for USPS to pick it up.
  4. Once received I'll send you the requested size or refund your money right away.
  5. Done.

Option 2: You can use the self-service portal located within your account to open a exchange request. 

  1. Click here for your Account Logon or click on the profile icon in the store's navigation to log onto your account.
    1. Enter the email address you used to place your order into the email field, and then click Continue. You will receive a prompt to enter a 6-digit code which is sent to you via email.
    2. In your email account, open the email received from KALTgear and copy the six-digit verification code included in the email.
    3. Go back to the account logon page, and then enter (paste) the six-digit verification code into the verification code field.
  2. Once logged onto your account you will see all your orders. Click the order that you want to submit the return for.
  3. If your order has more than one item, then select the items that you want to return.
  4. Select a return reason.
  5. IMPORTANT:
    1. For exchanges write into the note field for which size you want to exchange your pants for.
    2. For refund write "Refund" into the note field.
  6. Click Request return.

    If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, we will ship you the requested size or you receive a refund minus return shipping charges, ranging from $18 to $24 depending on distance and weight. If you exchange your pants for a different size more than once, we will unfortunately have to charge for shipping. 

Once received, your refund/exchange will be processed within 24h to 48h. 

For exchanges:
Please indicate which pants, what size, and what color you are requesting to exchange for on the return ticket, or in email to us.
To help you determine the best fit, please review our sizing guide before completing the exchange form.

If you select an item that is priced differently than the originally purchased item, you will be credited or invoiced the difference.

Once your return is received and inspected you will be notified, including a tracking number, when your requested size will ship out. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Orders of $100 or less will be invoiced for the exchange shipping cost. The exact amount for exchange shipping will be calculated during the exchange and ranges from $18 to $24 USD.

For refunds:

If you wish to return your items for a refund, please indicate so in your return ticket, or in email to us. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment; please allow 5 to 7 business days for the refund to appear on your original form of payment. Please note that shipping costs are non-refundable and will be deducted from your refund.

If you are shipping items over $75, you should consider using a trackable shipping service or purchasing shipping insurance. If you choose to purchase shipping labels at a discounted rate from us, your shipment is automatically insured up to $100. We don’t guarantee that we will receive your returned item.

There are certain situations where only partial, or no refunds are granted (if applicable) 

  • Shipping charges are deducted from your refund
  • Any item not in its original condition
  • Any item that is damaged or missing parts for reasons not due to our error
  • Any item that is not clean and requires additional cleaning. We will charge a $15 cleaning fee for garments that are stained, dirty, or covered in pet hair.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@kaltgear.com.

Replacement for damaged items:

We only replace or refund items if they are defective or failed due to obvious manufacturing defects within 30 days of purchase. That does not cover damage caused by normal wear and tear, misuse, neglect, alterations, or obvious abuse of the garment.

If you need to replace a damaged product for the same item or you want to request a refund for a damaged product, please send us an email at info@kaltgear.com and will process your request to let you know if a return of the damaged item is necessary.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

Exclusions: 

Any and all promotional offers, discounts, free shipping, and free exchanges on www.kaltgear.com are only valid and applicable if ordered through www.kaltgear.com. Orders placed through other 3rd party websites such as e-bay, Amazon, and others do not qualify for promotional offers and discounts offered on www.kaltgear.com

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.