Refund policy

At KERDOM, we are committed to delivering high-quality products and a smooth shopping experience. If you need to return, refund, exchange, or cancel an order, we’re here to help every step of the way.

1.Order Cancellation Policy

Before Shipment: Contact us within 24 hours of placing your order to cancel or modify it. Since orders are processed and shipped within 24 hours (or less), failure to contact us in time may result in the order being shipped. If cancellation is requested after shipment, you must follow our standard return process and will incur a 5% cancellation fee plus full return shipping costs.
After Shipment: If the order has shipped, you must return the item following our standard process.
Refused Delivery: If you refuse delivery, please notify us immediately. Failure to do so may delay your refund.

2.Pre-Order Cancellation Policy

Pre-Order Details: Pre-order items display the estimated shipping date on the product page. Please ensure you are comfortable with the timeline before placing your order.
Cancellation Fee: If you cancel a pre-order before it ships, a 20% cancellation fee of the order value applies.
Delay Compensation: If we fail to ship within the promised timeframe due to our delays, we will refund 20% of the order value as compensation.

3.Address Accuracy

Please double-check your shipping address before placing an order. Incorrect or incomplete addresses may result in a returned package. We cannot ship to PO Boxes. If you need to modify your address, contact us immediately. Once an order is shipped, changes cannot be made.

4.Return & Exchange Eligibility

All Items: You may request a return or exchange within 60 days of delivery if the item is unused and in its original packaging (with all accessories and manuals). Items that are defective, damaged during transit, or incorrect may be returned or exchanged even if opened.
Mobility Aids: Wheelchairs, mobility scooters, and other mobility devices come with a 7-day free trial. If the product is not suitable, you may return it within 7 days of receiving it. The item must be returned in its original packaging, and we require clear photos or videos of the product and packaging before return. Returns after 7 days for personal reasons will incur partial shipping fees as detailed below.

5.How to Initiate a Return or Exchange

Contact our customer service at support@kerdom.com within 60 days of receiving your item. Please include:

Your order number and product details
A brief description of the issue
Photos or videos showing any damage, defect, or error

We will reply within 1-2 business days with further instructions. If your return qualifies for free return shipping, we will email you a prepaid return shipping label.

6.Return Process

Print the Label: Print the prepaid return label received via email.
Attach the Label: Affix it to your package, covering any old labels.
Drop Off: Deliver the package to the designated carrier’s drop-off location (details provided in our instructions).

Once we receive and inspect the returned item, we will process your refund or exchange within 3-7 business days.

7.Free Returns

We offer free returns in the following cases:

Defective or Damaged Items: If your product arrives damaged or is defective, we will cover the return shipping and offer a full refund or replacement.
Incorrect Item Shipped: If we sent the wrong model, size, or color, we will cover the return shipping and send you the correct item.
Missing Parts: If your item is missing parts, we will send the missing parts or arrange a replacement at no extra cost.
Mobility Aids Free Trial: As noted above, mobility aids can be returned free within 7 days if not suitable. (After 7 days, see Section 5.)

8.Customer-Paid Returns

For returns not covered under free return conditions, customers are responsible for part of the return shipping costs. This includes:

Change of Mind: If you no longer want the item or ordered the wrong model, color, or product.
Opened/Used (Non-Defective): If the product has been unboxed or used (and is not defective).

Additional Fee: All customer-paid returns will incur an extra fee of 5% of the order value (deducted from your refund).

Return Shipping Costs (deducted from refund):

Small Items (e.g., small home accessories): $20
Medium Items (e.g., office chairs, treadmills, dining chairs, armchairs): $45
Large Items (e.g., Lift Assist, mobility aids, large furniture): $120

Since we typically ship within 24 hours, please review your order carefully before checkout and contact us immediately if you need to cancel or modify your order.

9.Refund Process

Timing: Once we receive and inspect the returned item, refunds will be processed within 7-10 business days to your original payment method. It may take an additional 3-7 business days for funds to appear in your account.
Exchanges: Replacement items will be shipped after processing. Any price differences will be adjusted accordingly.

10.Lost or Missing Packages

If your package is lost during transit, contact us at support@kerdom.com with your order number and tracking details. We will work with the carrier to investigate (usually within 3-5 business days). Once confirmed, we will offer a full refund or send a replacement at no extra charge.

11.Shipping Insurance

We offer shipping insurance at checkout, calculated based on your order value. We strongly recommend purchasing it. In case of damage during transit, insurance allows you to file a claim for a full refund.

12.Special Conditions & Bundle Discounts

Bundle Deals:If your order includes a bundle deal, all items in the bundle must be returned to receive a full refund. Partial returns may adjust the discount and refund amount.
Exclusions:These conditions do not apply if the item is defective or damaged.

13.Contact Us

Email: support@kerdom.com

Phone: +1 (775) 572-5299

Hours: Wednesday – Sunday, 1:00 PM – 10:00 PM (EST)

This policy takes effect on January 1, 2025 (EST). Kerdom reserves the right of final interpretation. If you have any questions, please feel free to contact us.