Return and Repair Policy 2016

Return and Repair Policy 2016

Koolway Sports is completely committed to its customers´ satisfaction. As all products are “Custom made” for the individual, Koolway Sports does not except returns for full refunds.

Accordingly, Koolway Sports return policy for our custom-made clothing is as follows:

  • We do not start manufacturing until the customer or signing authority for the client (Parent / Guardian / Caregiver) signs off via an email confirmation on the measurements on the order form.
  • Once signed off all our products go into the manufacturing cycle.

NOTE: For our So-Secure products there is NO Return Policy as this item is like a bathing suit and cannot be returned or exchanged so care must be given to correct measuring based of the chart.

Situation A: Koolway Sports Manufacturer error

  • Should a garment require alterations within one month of manufacturing, Koolway Sports will take full responsibility if the final product was not made to the signed off measurements.
  • We request that you ship the “clean-washed” product back to Koolway Sports using the carrier per the conversation with Koolway Sports. We will advise to where the package should be shipped.
  • Once with Koolway Sports we will make every effort to correct as per the signed off measurements. If the garment cannot be fixed through alterations, Koolway Sports will remake the garment.

Koolway Sports will pay for all changes and return shipping.

Situation B: Client Measurement Error on signed off order form:

  • Should a garment require alterations within one month of manufacturing, the client will take full responsibility if the signed off measurements were incorrect.
  • We request that you ship the “clean-washed” product back to Koolway Sports using the carrier per the conversation with Koolway Sports. We will advise to where the package should be shipped.
  • Once with Koolway Sports we will make every effort to correct as per the NEW signed off measurements. Client will only be charged for pass through charges of our sewing team. (Unable to estimate these until product is reviewed) If the garment cannot be fixed through alterations, Koolway Sports will remake the garment for a charge of $150.00 Canadian.
  • Koolway Sports will pay for return shipping.

General Repair Policy:

Koolway Sports is completely committed to its customers´ satisfaction.

Accordingly, Koolway Sports repair policy for our custom-made clothing is as follows:

Situation C: Koolway Sports Product repair with in First Year:

  • If a repair is required during the first year of ownership, you will be required to clean (wash) the total product and ship back to Koolway Sports as per their final ok.
  • Koolway Sports will email you formal return instructions and necessary shipping instructions
  • Koolway Sports will review the repair area to determine the nature of the repair or damage and evaluate the cause.
  • Koolway Sports will repair and or replace parts to bring the KoolKoat up to our high standards at no cost.
  • Once repaired Koolway Sports will pay the shipping charges back to owners address.

Situation D: Koolway Sports Products repair in the next 2 – 4 years:

  • If a repair is required past the first year of ownership, you will be required to clean-wash the total product and ship back to Koolway Sports as per their final ok.
  • Koolway Sports will email you formal return instructions and necessary shipping instructions
  • Koolway Sports will repair and or replace parts to bring the coat up to our high standards at the best of Koolway Sports ability with the repair charges paid by the client based on pass through cost from our sewing team.
  • Once repaired Koolway Sports will ship back to owners address at a flat rate of $35.00 Canadian.

Situation E: Koolway Sports Products repair for years 5 and beyond:

  • Koolway Sports will review with the client to what extend repairs are required.
  • If a repair is approved, you will be required to clean-wash the total product and ship back to Koolway Sports as per their final ok.
  • Koolway Sports will evaluate the required repair and costs and will email and or call the client to discuss the next steps
  • There is always a possibility that after lengthy use, Koolway Sports will NOT be able to make repairs and recommend the purchase of a New Koolway Sports product
  • Client will only be charged for pass through charges of our sewing team. (Unable to estimate these until product is reviewed)
  • Once repaired Koolway Sports will ship back to owners address at a flat rate of $35.00 Canadian.

Subject to change without formal notice.

John A. Cook

President

Koolway Sports

  • © Koolwaysports.com 2016. All rights reserved. Last Updated:Sept 1.16