Shipping, Return and Refund Policy

Effective Date: 01-09-2025 Applies to: All retailers and suppliers using KLD Wholesaler

Shipping Policy

Order Processing Time:  

• Suppliers are responsible for processing orders within the stated processing time listed on the product page, typically ranging between 1 to 5 business days.
• Processing time begins from the date and time the order is confirmed via the KLD system.

Shipping Methods & Carriers:

• Shipping methods, delivery speed, and carriers are determined by each supplier and displayed on the product listing page.
• Typical shipping options may include:
• Standard Shipping (7–15 business days)
• Expedited Shipping (5–10 business days)
• Freight/LTL for oversized items (delivery timelines may vary)

Shipping Locations:

• Suppliers may ship from domestic (e.g., USA, Canada, UK, Australia & China) or international warehouses, clearly stated in the product listing.

Shipping Costs:

• Shipping fees are defined by each supplier and are visible at checkout or included in the product price.
• Some items may offer free shipping, while others have calculated rates based on destination and package weight.

Tracking Information:

• Suppliers must upload valid tracking numbers within 24 hours of dispatch.
• Retailers can access real-time tracking updates from the Retailer Dashboard.

Delayed or Lost Shipments:

• If an order is delayed beyond the maximum estimated delivery window, retailers can open a shipping dispute.
• Suppliers are responsible for resolving delayed or lost shipments by:
• Providing updates,
• Resending the item, or
• Issuing a full refund.

Returns Policy

Return Eligibility:

Returns are accepted under the following conditions:

• Items are damaged, defective, incorrect, or significantly not as described.
• Returns for buyer’s remorse (e.g., “I changed my mind”) are subject to each supplier’s discretion, as listed in the product’s return policy.

Return Request Timeframe:

• Retailers must submit a return request within 5 calendar days of the delivery date.

Non-Returnable Items:

• Items marked as “Non-returnable” on the product listing.
• Perishable goods, personal care items, intimate products, customized or made-to-order items unless defective or incorrect.

Return Process:

1. Retailer submits a Return Request via the Retailer Dashboard with supporting documentation (photos/videos).
2. The supplier must respond within 48 business hours to approve, reject (with valid reason), or propose an alternative solution (replacement or partial refund).
3. If approved, the supplier provides a Return Authorization (RMA) number and return address.
4. Retailer ships the item back using a trackable shipping method, unless the supplier provides a prepaid label.
5. Upon receipt, the supplier must inspect and issue a refund within 7 business days.

Return Shipping Costs:

• If the return is due to supplier error (defect, wrong item, damaged product):
• Supplier covers the return shipping costs or provides a prepaid label.
• If the return is due to buyer error (where allowed):
• Retailer is responsible for return shipping fees.

Exchange Policy

Exchange Eligibility:

• Exchanges are offered only for:
• Damaged or defective items.
• Items received in the wrong color, size, or model.

Exchange Process:

• Follows the same process as the Returns Policy.
• Once the supplier confirms the return or damage, a replacement item is shipped without additional costs to the retailer for eligible cases.

Refund Policy

Refund Approval:

• Refunds are issued when:
• A returned item is received and verified.
• An order is lost or undeliverable.
• The item is damaged beyond use or significantly incorrect, with proof submitted.

Refund Method:

• Refunds are processed to the retailer’s original payment method within 7–10 business days of approval.

Partial Refunds May Apply:

• If the product is partially damaged but still usable, or the retailer agrees to keep the item at a discount, a partial refund may be issued.

Disputes & Escalations

• If the retailer and supplier cannot resolve a return, refund, or shipping issue, either party can escalate the case to KLD’s Dispute Resolution Team.
• KLD Wholesaler reviews all submitted evidence (tracking, photos, communication logs) and renders a final binding decision.
• Refunds or account adjustments may be processed directly by KLD on behalf of the retailer if the supplier does not comply.

Important Notes for Retailers & Suppliers:

• Suppliers must maintain accurate product descriptions, shipping times, and stock availability to reduce disputes.
• Retailers are encouraged to review each supplier’s specific policies listed on every product page before placing orders.

Policy Visibility:

• This policy applies universally unless a supplier offers an alternative custom return, refund, or shipping policy, which must be displayed clearly on their product listing page.

Policy Updates:

KLD Wholesaler reserves the right to modify this policy at any time. Updates are effective immediately upon posting to the KLD website.

Summary Snapshot: