Return Policy

RETURN POLICY OVERVIEW

To return any merchandise, you must request an RMA – “Return Merchandise Authorization” [within 30 days from the date order is received],from our return department with your order number and provide item(s) you wish to return.

Setup a Return Here

There are some conditions, exceptions and acknowledgements you should know beforehand so please read carefully to protect your rights.

All returns require a Return Merchandise Authorization (RMA) that must be requested from the Returns Team within 90 days and a unique RMA# received before shipping back. Only new, never-installed merchandise still in its complete, original packaging (in saleable condition) qualifies for a Return. After installation, please contact Warranty for assistance. Returns are subject to specific requirements, conditions, instructions, and exceptions. Please carefully review all of the guidelines and information on this page in advance. Each section below provides specifics on policy and procedure.

Types of Returns

Returns fall into two categories. Defect Returns are for a material defect/flaw, damage not incurred in shipping, and incorrect items. Defect returns must meet specific requirements and restocking fees are waived. Elective Returns are for any reason other than material defect/flaw, damage, and incorrect merchandise – incorrectly ordered items are an Elective Return. Elective Returns are subject to specific requirements, shipped at the returning party’s expense, and incur a 25% restocking fee. The Returns Team may provide additional or alternate instructions required to complete the RMA process.

Damage Incurred in Freight

Merchandise damaged or lost in shipping requires a Freight Claim. ALL Freight Claims on LTL shipments must be filed within 24 hours of receipt. ALL freight claims on Parcel shipments must be filed within 48 hours of receipt. Always refuse shipments with visible damage or missing parcels. All LTL shipments must be inspected internally on the day of receipt, ideally before acceptance, regardless of crate condition or apparent completeness. Report ANY damage (visible or concealed) or missing items to Kingston immediately: 1-877-252-7277. Please read the Freight Claims section below for additional information.

Non-Returnable Items

Some items are Non-Returnable. Common examples include fragile materials: glass, ceramic, porcelain, stone, etc., large fixtures: toilets, tubs, sinks, shower doors, etc., and items shipped outside the US. If a Non-Returnable item has a material defect/flaw, non-shipping damage, or is incorrect, please request an RMA, and the Returns Team will instruct on an alternate resolution. Please be certain that any Non-Returnable item ordered is suitable. Errors in ordering do NOT qualify for an alternate resolution. Kingston offers free tech and selection support. Please contact customer service at 1-877-252-7277.

No Exchanges or Auto-Replacement

Kingston does NOT offer Exchanges of merchandise. Kingston does NOT automatically ship replacements. The Returns Team will NOT process a PO for a replacement. Do not attach a PO to an RMA request. If a replacement is desired/required, complete the appropriate Return procedure. Upon completion, enter a new PO/Order for the desired replacement item(s) independent of the Return procedure.

DEFECTIVE RETURNS

Merchandise received with a flaw, defect, damage not incurred in shipping, or that is in error (incorrect item, incorrect parts, etc.) and that is 100% new in the box, never installed, in complete original packaging, with all original parts present, and would be in saleable condition absent the flaw, defect, damage or error qualifies as a Defect Return. Defect Returns require verification and may be remedied in one of several ways. Failure to comply with these requirements, guidelines, and our returns team’s instructions will result in an Invalid Return and credit will not be issued. Only Valid Returns in compliance with our policy, guidelines, and instructions can be processed and receive credit back. 

1. Request and obtain an RMA # (Return Merchandise Authorization Number) from our returns department before shipping back the merchandise
   1. Depending upon the specifics of the case our team will further instruct on what is needed to process the return and provide a remedy
   2. Please provide the PO#, the Kingston Item #s for items to be returned, a copy of the most recent bill of sale for the items concerned, a photo of the damage, and recipient information in the RMA request – this will expedite the processing of the return
   3. Failure to obtain an RMA # and follow our Returns Team’s instructions will result in an Invalid Return and no refund can be issued
2. Restocking Fees are WAIVED for Defect Returns
3. All returns must be initiated within 90 days of the date of the last sale of the merchandise, no exceptions
   1. For defects the receiving team discovers before selling to the end customer, the date of receipt of shipment serves as the start of the 90-day window (items damaged in transit must be filed immediately as a freight claim)
   2. For defects the next receiving customer discovers, the date of the bill of sale to that customer serves as the start of the 90-day window
   3. A copy of the appropriate dated documentation will be required, including this in the RMA request expedites processing
4. We DO offer alternate resolutions for Non-Returnable items that otherwise meet all criteria for a Defect Return. This includes fragile materials: glass, ceramic, porcelain, stone, etc. and large fixtures: toilets, sinks, bathtubs, consoles, sink tops, vanities, etc., and items shipped outside the United States
   1. Damage incurred during transit requires a FREIGHT CLAIM and must be reported within 48 hours on Parcel Shipments and within 24 hours on LTL Shipments – please see Freight Claims information below for more details
   2. Damage, defects, and errors on fragile items and large fixtures follow this Defect Return procedure. The Returns Team will provide instructions specific to the unique case.
5. Defect Returns on orders sold and shipped to countries outside the United States will be remedied through special instructions specific to the case and may include shipment of service parts or similar. Kingston cannot receive a return shipment from outside the US, so an alternate resolution must be provided. Please contact the Returns Team or Customer Service for assistance on each specific case.

Additional Information on Defect Returns

Upon receipt of the return or completion of any alternate instructions from the Returns Team, Kingston will process and issue a Credit Memo for the value of the returned merchandise as reflected on the Invoice. A credit memo typically takes 5-7 days to process upon receipt of the returned merchandise.

Kingston does NOT automatically ship replacements. The Returns Team will NOT process a replacement request. The Returns Team will NOT process a replacement PO attached to the RMA request. The Returns team will process the RMA and issue a Credit Memo. 

Upon completion of the RMA process, a new PO for the replacement item(s) desired must be placed using the same procedure used on any typical order. Failing to enter a new order for the replacement(s) after completion of a Valid Return will result in receipt of a credit back but NO replacement will be shipped.

ELECTIVE RETURNS

Merchandise returned for reasons other than defect, flaw, damage, or incorrect shipment, referred to as Elective Returns, must be 100% new in the box, never installed, in complete original packaging, with all original parts present, and be in fully resalable condition to qualify as a Valid Return. Failure to comply with these conditions, guidelines in this section, and any instructions our Returns Team gives for the specific case will result in an Invalid Return. Invalid Returns will not be accepted and no credit will be issued. Only Valid Returns can be fully processed and receive credit less the restocking fee. 

1. Request and obtain an RMA # (Return Merchandise Authorization Number) from our returns department before shipping back the merchandise
   1. Depending upon the specifics of the case our team will further instruct on what is needed to process the return
   2. Please provide the PO#, the Kingston Item #s for items to be returned, and recipient information in the RMA request – this will expedite the processing of the return
   3. Failure to obtain an RMA # and follow our team’s instructions will result in an Invalid Return and no refund will be issued
2. Shipping for Elective Returns is the sole responsibility of the returning party
3. All Elective Returns are subject to a 25% restocking fee 
   1. 25% of the value of the returned merchandise as reflected on the invoice 
   2. Fee may be deducted from the value of the Credit Memo issued OR charged in advance
4. All returns must be initiated within 90 days of the date of the last sale of the merchandise, no exceptions
5. NO ELECTIVE RETURNS ON: fragile materials: glass, ceramic, porcelain, stone, etc. large fixtures including toilets, sinks, bathtubs, shower doors, mirrors, consoles, sink tops, vanities, etc.
   1. Material flaws/defects, damage, or errors in fragile and large fixtures qualify for an alternate resolution – please follow the Defect Returns instructions above
6. NO ELECTIVE RETURNS TO COUNTRIES OUTSIDE OF THE US
   1. Material flaws/defects, damage, or errors in items shipped outside the US qualify for an alternate resolution – please follow the Defect Returns instructions above

ADDITIONAL INFORMATION ON ELECTIVE RETURNS

Upon receipt, our team will inspect the returned merchandise. Once the inspection is completed and the return is found in compliance with the above policy and requirements, a credit memo will be issued for the value of the returned merchandise as reflected. A credit memo typically takes 5-7 days to process upon receipt of the returned merchandise. If the restocking fee was not charged previously, it will be deducted from the value of the Credit Memo.

If a different item is desired in place of the item returned, please complete the procedure for an Elective Return. After completing this process, a new PO for the desired product(s) must be placed separately from the return process. Please place the order for the new merchandise in the same manner any typical order is placed. The RMA team cannot process orders, and Kingston does NOT offer merchandise Exchanges.

FREIGHT CLAIMS

Limitations and Restrictions

Freight Claims may only be filed on the original bill of lading (from Kingston to the recipient designated as the Ship To on the Purchase Order and Invoice). Freight Claims must be filed immediately on receipt of the damaged or incomplete original shipment by the recipient designated as the Ship To or their authorized employee/agent. Do NOT accept visibly damaged or incomplete freight – acceptance typically results in the rejection of the claim. In the event a claim is rejected due to the actions of the recipient, the recipient will be responsible for the cost of the original merchandise as well as any replacement and associated costs. NO Freight Claims may be filed by any other party that may take possession of the merchandise after initial receipt. Freight Claims filed after the designated time frame are extremely likely to be rejected. If rejected, the recipient will be responsible for the full invoiced amount of the damaged/lost merchandise as well as the cost of replacement and any additional associated shipping costs.

Parcel Shipment Freight Claims

Parcel Shipments that arrive visibly damaged should be refused, and every effort must be made to inspect the exterior of all parcels before accepting shipment. If the carrier departs before a visibly damaged shipment can be refused or otherwise conceals the damage on receipt, contact our Customer Service team immediately to initiate a Freight Claim. If a carrier delivers a shipment listed as complete but parcels are missing, contact our customer service immediately to file a Freight Claim. 1-877-252-7277. ALL PARCEL FREIGHT CLAIMS MUST BE MADE WITHIN 48 HOURS OF RECEIPT. Failure to file a freight claim within 48 hours of receipt of shipment will likely result in rejection, and the recipient will be responsible for the cost of the damaged or shorted merchandise, its replacement, and any additional shipping cost. 

LTL Shipment Freight Claims

LTL Shipments require additional consideration and have a 24-HOUR Freight Claim window. If an LTL shipment arrives in a visibly damaged crate, refuse the shipment and contact Kignston immediately. Never accept a shipment without visually inspecting the exterior at a minimum. For LTL shipments that arrive with no visible damage, the receiving party should still make every effort to inspect the contents visually before accepting. Refuse shipment of any damaged goods and contact Kingston immediately. Failure to properly inspect the shipment and acceptance of damaged or incomplete freight is extremely likely to result in loss of claim. The recipient will be responsible for the damaged/lost merchandise, shipping costs, replacement costs, and any additional shipping costs incurred by the replacement. 

If an LTL shipment arrives with no visible exterior damage and the contents cannot be inspected prior to acceptance, it is the sole responsibility of the receiving party to inspect the contents ON THE DAY OF RECEIPT and report any concealed damage THE SAME DAY. If the inspection occurs after hours and damage is found, report the damage first thing the following morning. Our offices open at 8:00 AM PST. 

If a carrier conceals a visibly damaged crate within a larger delivery, the damaged crate is accepted unintentionally and then discovered later, contact Kingston immediately. This is a worst-case scenario, but every effort will be made to recover the value of the lost product through a freight claim. Unfortunately, these claims are often rejected, and the recipient will be responsible for the full value of the original invoice as well as the cost of replacement product and any additional associated shipping costs.

Failure to report damage incurred in shipping within 48 hours for Parcel and 24 hours for LTL will likely result in our inability to tender a refund.

NON-RETURNABLE ITEMS

Fragile Materials: glass, porcelain, ceramic, stone, and the like 

Large Fixtures (LTL Freight): toilets, sinks, bathtubs, vanities, consoles, vanity tops, and the like

International Orders: NO Elective Returns, Defect Returns will be remedied through alternate means including but not limited to shipment of parts to service the product

Items in these categories are Non-Returnable and All Sales are Final. Please ensure that the item(s) on the order are compatible and the desired style. Errors in ordering that result in unusable products do NOT qualify for a Defect Return. Kingston offers free tech support and product selection assistance to ensure items have the correct specifications and desired style. Please call 1-877-252-7277 for assistance from a team member. We’re here to help!