KRAVE Cancellation & Return Policy
The CliffsNotes version
Don't want to read everything below? This covers our return and cancellation policies in two minutes. The difference between in-stock items and special orders, the fees, and the two mistakes that cost customers money.
Prefer to read? Everything in the recording is written out below, and the full policy text at the bottom of this page is what governs.
Read the transcript
Quick version of the KRAVE cancellation and return policy. About two minutes.
Everything comes down to one question. Was the product something we keep in stock, or was it a special order?
In-stock items are the parts we carry on the shelf and sell to everyone. You can return one for any reason within 30 days of delivery. It has to come back unused, in like new condition, with the original packaging and all the hardware. There is a 25% restocking fee taken off your refund. Return shipping is yours to arrange and pay for, and the original shipping charges are not refunded.
Special order products are anything built, configured, powder coated, or brought in from a supplier specifically for your order. Those are final sale. Once the order is placed, they cannot be returned, exchanged, or credited. Wrong fitment or a change of mind does not qualify.
Manufacturing defects and shipping damage are still covered on a special order, with one exception. Damage to powder coat, or to any other finish, that happens in transit is not covered.
Cancelling is separate from returning. On an in-stock item, cancel within 48 hours and the fee is 10%. After that it is 20%. A special order can only be cancelled inside 48 hours, for a 10% fee, and only if it has not already gone to our supplier or into production.
Two things that will save you money. First, call us before you order if you are not sure which category a part falls into. A two minute call can save you the full cost of the part. Second, never accept a damaged delivery without writing the damage on the delivery slip. Carriers will not pay a claim without it.
Every return needs our approval before you ship anything back. Call 403 367 7851, or email online@kraveautomotive.ca.
This is a summary. The full policy text on this page is what governs.
Whether a product can come back depends on one thing above all else: was it an in-stock item, or a special order?
Return window from the day your shipment arrives.
Non refundable once the order is placed.
Deducted from your refund. Return shipping is yours to manage.
Can I return it?
In-stock items
Products we keep on the shelf and sell to everyone.
30 Days 25% restocking fee, return shipping is yours to manage
- Return for any reason within 30 days of delivery
- Must come back in like new, resalable condition
- Original shipping charges are not refunded
Special order products
Anything built, configured, powder coated, or brought in specifically for your order.
Final Sale Non refundable once the order is placed
- Not eligible for the 30 day window
- Wrong fitment or a change of mind does not qualify
- Defects and shipping damage are still covered*
*With limitations. Powder coat and finish damage that happens in transit is not covered, and carrier claims require you to note the damage at delivery. See damaged shipments for what to do.
Not sure which one you are buying?
Call 403 367 7851 or email online@kraveautomotive.ca before you order and we will confirm it. A two minute call can save you the full cost of the part.
Cancelling an order
10%
Cancellation fee
Cancel inside the first 48 hours after the order was placed.
20%
Cancellation fee
By this point your order is usually already being picked or prepped for shipping.
48hrs
Then locked in
Cancellable within 48 hours for a 10% fee, but only if the order has not already gone to our supplier or entered production. After that it cannot be cancelled.
Already shipped
After a product leaves our facility it is no longer a cancellation. It falls under the return terms above.
Sale periods
Orders placed during promotional events such as Black Friday are final sale.
Condition requirements
Accepted
- Unused and in like new condition
- Not modified, cut, drilled, or altered
- Original packaging with all hardware
Denied
- Installed, used, scratched, or worn
- Packaging or hardware missing
- Shipped back without prior approval
Good to know
Every return is inspected at our facility before a refund is issued. Powder coat finish is not covered by warranty on any product that ships powder coated or is ordered with a powder coat option.
How to start a return
Contact us first
Call or email with your order number, the reason for the return, and photos of the product and packaging.
Get approval
We confirm eligibility and send return instructions. Product sent back without approval can be refused.
Pack it and ship it
Original packaging, all hardware included. Use a tracked and insured service, since return shipping is yours to manage.
Inspection and refund
We inspect the product on arrival, then refund the purchase price less the 25% restocking fee.
Damaged or missing shipments
Never accept a delivery without noting the damage. Carriers will not pay an insurance claim unless you record it at the time of delivery. We will help you file the claim, but only if these steps are followed.
Refuse the delivery
If the product inside is obviously affected, do not sign. Signing tells the carrier you accepted the shipment as is.
Note it before you sign
Write the damage on the delivery slip or record it with the driver. That starts the claim. Awarded claim money is paid out to you.
Photograph it, then call
Take photos of the box before you open it, then contact us right away.
Powder coat and finish damage is not covered
This is the limitation on the shipping damage coverage noted above. KRAVE Automotive is not responsible for damage to powder coat or any other finish that occurs in transit, on in-stock items or special orders alike.
Chips, scratches, and scuffs to a coated surface are handling damage, and they are settled through a carrier claim rather than by us. Note the damage at delivery and photograph it, and we will help you file.
Stolen or misplaced packages
We are not liable for packages that go missing after the carrier marks them delivered. If theft is a concern, ship to an address where someone can receive it in person.
Talk to us before you ship
Every return needs approval first. Send your order number and we will tell you exactly what to do next.
Read the full policy text
Definitions
In-stock item. A product KRAVE Automotive holds in regular inventory and offers for general sale.
Special order product. Any product that is built, configured, powder coated, modified, or ordered in from a supplier specifically to fulfill a customer order, including any product not held in our regular inventory at the time of purchase.
Return Policy
Special order products
Special order products are non refundable. They are not eligible for return, exchange, or credit, and are not covered by the 30 day return window that applies to in-stock items.
This includes, but is not limited to, orders cancelled because the customer changed their mind, purchased the wrong product, did not verify fitment before ordering, or no longer owns the vehicle the product was purchased for.
This does not limit our obligations in the case of a manufacturing defect or an error made by KRAVE Automotive. Damage that occurs in transit is handled under our Shipping Policy below and is subject to the limitations stated there, including the exclusion of powder coat and finish damage.
In-stock items
In-stock items may be returned for any reason up to 30 days after the shipment is received. All returns must be authorized by KRAVE Automotive before the product is shipped back. Returns sent without prior authorization may be refused.
Returned products must be in like new, unused, unmodified, resalable condition and include the original packaging and all hardware. Each return is examined at our facility to determine its condition before a refund is issued. If the product is found not to be in like new condition, the return will be denied.
Approved returns are subject to a 25% restocking fee, which is deducted from the refund amount. Return shipping is the responsibility of the customer, in addition to the restocking fee. Original shipping charges are non refundable.
Returns are not accepted more than 30 days after the shipment is received.
Cancellation Policy
In-stock items
Orders for in-stock items may be cancelled within 48 hours of when the order was placed and will incur a 10% cancellation fee. After 48 hours, cancelled orders will incur a 20% cancellation fee.
Special order products
Orders for special order products may be cancelled within 48 hours of when the order was placed, subject to a 10% cancellation fee, provided the order has not already been placed with our supplier or entered production.
Once a special order has been placed with our supplier or entered production, it can no longer be cancelled and is non refundable.
General
Once a product has left our facility it is no longer eligible for cancellation and falls under the terms of our Return Policy.
Orders placed during sale periods such as Black Friday are final sale.
Shipping Policy
Applies to regular ground shipments and truck freight.
While we do our best to ensure your order is properly packaged before it leaves our facility, on occasion product may get damaged, be it a transport mishap, mishandled box, or a not so happy delivery driver. If this happens, please reach out to us as soon as possible. Then follow these steps:
Do not accept your delivery without taking note of any damage that might have occurred on the delivery form. Shipping companies will not fulfill an insurance claim without the damage being noted by the customer. We cannot be held responsible for any product or powder coat damage incurred during transit. KRAVE Automotive will facilitate a claim, on the customer's behalf with the carrier, but it is subject to the conditions listed above being met.
If the damage is so severe that it is obvious the product inside has been damaged, do not sign for the item and refuse your delivery. If you sign for the package the shipping company will view it as rightfully yours and that you have accepted it as is.
If the damage is less severe and the goods are intact, you can make a note of the damage on the delivery slip, or electronically with the driver, before signing for the delivery. This will begin the claims process and we will help you file a claim with the shipping company, but it will be your responsibility to replace or repair the product. All awarded claim money will be sent to the customer as reimbursement for shipping damage unless a prior arrangement has been made.
If the package does not require a signature and it has been delivered while you were not present, and you discover that the package has been delivered damaged, please take photos of the damaged package before opening it. Next contact KRAVE Automotive via phone or email right away to explain that the package has been delivered damaged.
KRAVE Automotive is not liable for packages that are misplaced or stolen after they have been delivered. If you are worried about your shipment potentially getting stolen, please have the item delivered to a different address where someone will be available to receive it. After an order is shipped, you will receive tracking information so you will know when the item will arrive. KRAVE Automotive will not refund or reimburse your order in any way if the package is misplaced or stolen once the tracking info shows delivered.
Powder Coating Warranty
KRAVE does not provide warranty on powder coat finish on any products that are shipped powder coated or can be ordered with the option to be powder coated. This applies both to the finish itself and to any damage to that finish incurred during transit.
Contact
Before making a return, please call us first at 403 367 7851, or email online@kraveautomotive.ca.
This page is a plain language summary alongside the full policy text. Where the two differ, the full policy text above governs.