RETURN PROCEDURE

Kaleen stands behind every product it sells with a goal of 100% satisfaction for you the customer. Should you not be happy with your purchase for any reason you can return it by calling for authorization.

**All returns require a RETURN AUTHORIZATION number to ensure fast processing and refund. Any item received without a return authorization number will not be eligible for a full refund of the purchase price nor for any applicable freight charges.

  • Return Authorizations can be obtained by calling toll free 888-452-5336 ext. 116 or by email at [email protected]
  • All returns must be re-packaged in a manner similar to how it was received. Reasonable care must be taken to ensure the merchandise is packaged in a way to avoid damage while in transit back to us.
  • The Return Authorization number must be visible and legible on the outer packaging for fast identification. Illegible or missing return authorization information will delay and could void any refund or credits due. For your protection, always retain copies of any tracking information you receive.
  • Return Authorizations are valid for thirty (30) days from the date of issue. If the merchandise is not returned within thirty (30) days, the Return Authorization shall be cancelled, and it will be presumed the merchandise is being kept and you accept responsibility for payment in full.

Defective Merchandise: While Kaleen’s quality control is the most stringent in the industry, we do recognize that from time to time, manufacturing defects do occur. In those instances, returns are accepted with no re-stocking fee. Also, the return shipping fee is waived provided proper return authorization has been issued and applied to each return.

Call 888-452-5336 ext. 116 or e-mail to [email protected] to request a Return Authorization. Please note, that upon return, if the specified defect cannot be found and documented, the return will be subject to a 15% restocking fee and all applicable freight charges. You may be asked to provide pictures of the defect to avoid the possibility of a restocking charge.

Visible Freight Damage: If freight damage is visible at the time of delivery, please refuse to accept delivery and notify Kaleen’s claims department immediately (888-452-5336 ext. 116. or via e-mail at [email protected]). The freight company will be contacted, and a claim will be filed by Kaleen’s claims department. If an item is refused due to freight damage, a credit will be issued once the claim has been resolved with the freight carrier.

Concealed Freight Damage: If any freight damage was not visible at the time of delivery, please notify the Kaleen claims department (888-452-5336 ext. 116 or via e-mail at [email protected]) immediately upon discovering the concealed damage but no later than five (5) business days of delivery. We will issue a return authorization and contact the freight company for immediate pick-up. If an item is refused due to freight damage, a credit will be issued once the claim has been resolved with the freight carrier.

Change of Heart RUGS ONLY: We all have experienced moments where items look perfect on the showroom floor but after getting home we had a change of heart. We at Kaleen want you to be 100% satisfied with your purchase; therefore, Kaleen will honor any change of heart returns and/or exchanges within thirty (30) days of purchase. Change of heart returns cannot be accepted after thirty (30) days of purchase. Please note, returns for reasons other than damage or defect will be subject to a 15% restocking fee and all applicable freight charges. Contact Kaleen’s customer returns at 888-452-5336 ext. 116 or via e-mail at [email protected] for a return authorization number. All returns must be re-packaged in either its original packaging or in a manner similar to how it was received. Reasonable care must be taken to ensure the merchandise is packaged in a way to avoid damage while in transit back to us. We cannot accept COD packaging. Returns should be sent prepaid to the following address:
When a Broadloom order is received in and processed, once the cut has been made from master roll, that PO is now considered non-cancellable.

BROADLOOM: Due to the nature of Hand-made Broadloom once a cut from the roll has been made (if applicable) returns are not accepted unless for manufacturing defect. Please see the complete terms & conditions for the purchase of Broadloom material.