At Kraken Engineering, customer satisfaction is our top priority. We stand behind the quality of our products, but if for any reason you're not completely satisfied with your purchase, we've got you covered with our hassle-free refunds and returns policy. Whether it's a refund or an exchange, our goal is to ensure your experience with us is nothing short of excellent. Explore our straightforward process and feel confident knowing that we're here to assist you every step of the way.

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To return a product, email us at:

info@krakenengineering.com.au

after approval send your item to:

Kraken engineering

1/10 The Nook

Bayswater north, 3153

Victoria.

Exchanges (if applicable) 
We will replace, refund or repair items if they are agreed to be defective or damaged. 

If the wrong product was purchased, we can exchange it within 30 days pending approval (difference in product price and any shipping expenses will be payable by the customer if applicable). Custom products are not applicable to exchanges. 

To start this process contact us at:

Returns
To be eligible for a return/refund, your item must be unused/tampered and in the same condition that you received it. Incorrectly packaging of the goods for return shipment may result in damage which can affect the return/refund. If the product is found not to be faulty, the customer may be required to pay the inspection costs (up to the amount of $500 dependent on the originally purchased product). Administrative processing fees may also apply.

Non-returnable items: 
Gift cards 

Products are unable to be return or refunded 60 days after delivery. It is the customers responsibility to check and ensure all parts are included and non damaged within this time frame. Missing or damaged components will not be able to be replaced 60 days after delivery.
To complete your return, we require a receipt or proof of purchase. 
There are certain situations where only partial or no refund is granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error 

• Any item that is returned more than 60 days after delivery and entails a restocking fee

• Where the reasoning for the refund is out of our control and there is found to be insufficient grounds for a refund

• No refund will be processed for change of mind. We encourage customers to read the manufacturing times thoroughly as this will fall under a change of mind.

Refunds (if applicable) 
Products are to be returned and inspected before a refund can be processed, we will send you an email to notify you of the outcome of the refund. 
If the refund is approved, it will then be processed and a credit will automatically be applied to your credit card or original method of payment. Customers can expect to see the transfer within 14 days, this is subject to bank T&C’s. 

Order Cancellation (if applicable) 

All cancellation requests must be made via email to (input email) (Refunds will not include any applicable card processing fees)

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REFUND POLICY DOES NOT APPLY​

• Where the reasoning for the refund is out of our control and there is found to be insufficient grounds for a refund

• Change of mind. We encourage customers to read the manufacturing times thoroughly as this will fall under a change of mind.

• Applicable cancellation requests for unfulfilled website orders of non-custom products, made within 7 days of the initial order date, will be refunded in full. Refunds will be issued to the original payment method used only. (Refunds will not include any applicable card processing fees)

• Applicable cancellation requests for unfulfilled website orders of non-custom products, made within 14 days of the initial order date, will entail a restocking fee of (input fee amount) (Refunds will not include any applicable card processing fees)

• Applicable cancellation requests for unfulfilled website orders of non-custom products, made more than 14 days from the initial order date will be assessed a cancellation fee based on the cumulative time spent by Kraken engineering staff in curating the product, documentation needed to process the order and/or fielding inquiries regarding the order.  Ie. 3 hours = 30% deduction off of product cost. Refunds will be issued to the original payment method used only. (Refunds will not include any applicable card processing fees)

• Orders for custom End Caps (not including the end caps available on Kraken engineering website), or those products containing customization, including laser cutting jobs will not be eligible to a refund if the design process has started. A product cost of (input fee amount) for custom end caps and/or material only costs will be refunded if the product/part has not been manufactured. Refunds will be issued to the original payment method used minus applicable card processing fees.

Late or missing refunds (if applicable) 
- If you haven’t received a refund within 14 days of process, 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 after this the refund is still not posted, please contact us at (input email)

sale items
Unfortunately sale items cannot be refunded. Unless specified otherwise or found to be suitable for a refund. This includes discount coded items. If refund is found to be suitable only the paid total is applicable for refunds.

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, the 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 later, we will send a refund to the gift giver (person on purchase sheet) if approved. 

Shipping
Customers are responsible for paying return shipping costs - if requested we can arrange the return shipping at the customers expense. Any/all shipping costs are non-refundable. If any shipping/other charges are outstanding by the customer it may be deducted from the refund total. 
Shipping time on exchange item/s will vary depending on customer location.
If you are shipping an item over (input fee amount), you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.