Refund policy
Return & Refund Policy
At That Kilted Guy DIY, we stand behind the quality of our products and want you to be satisfied with your purchase. If there is a problem with your order, we’re here to help.
Return Eligibility
We offer a 21-day return window for unused items. You have 21 days from the date your item is delivered to request a return.
To be eligible for a return on an unused item:
- The item must be in the same condition as when you received it — unused, unworn, with tags if applicable, and in its original packaging.
- Proof of purchase, such as your order confirmation or receipt, is required.
- Returns sent back without prior approval will not be accepted.
Returns of Defective or Damaged Items
We guarantee all items for 45 days from the date of purchase against defects that make the item unusable, or if the item breaks during normal use.
This guarantee covers manufacturing defects and normal-use failure. It does not cover minor cosmetic blemishes, layer lines, surface texture, color variations, or small visual imperfections that do not affect the function of the item. It also does not cover damage caused by misuse, modification, improper use, excessive force, accidental damage, or normal wear and tear.
If you receive a defective item or your item breaks during normal use within the 45-day period, please contact us with your order number and a photo or description of the issue. We will review the problem and, when approved, offer a replacement.
Incorrect Items or Shipping Damage
Please inspect your order when it arrives and contact us right away if you received the wrong item or if the item arrived damaged from shipping.
Incorrect items or shipping damage must be reported within 10 days of delivery.
To report an issue, please contact us through our online store or by email at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the item, packaging, and shipping label if applicable
Approved claims for incorrect items, shipping damage, defective items, or items that break during normal use will be resolved by sending a replacement item only. Refunds are only available for approved returns of unused items.
If a return is required because we sent the wrong item, or for another approved reason, we will provide return instructions. When applicable, we may provide a prepaid return shipping label.
How to Start a Return
To request a return, please contact us:
- Through our online store
- By email at support@thatkiltedguy.com
Once your return request is reviewed and approved, we will provide instructions on how to proceed.
Non-Returnable Items
Certain items are non-refundable and not eligible for return, including:
- Digital products such as eBooks
- Custom or personalized items
- Items that have obviously been used
- Personal protective equipment, including face masks
- Hazardous materials, flammable liquids, or gases
If you’re unsure whether your item qualifies, please contact us before starting a return.
Exchanges
If you decide the item isn’t what you wanted, the quickest solution is to request a return for the original item and place a new order for the product you prefer.
Once your return is approved and received, your refund will be processed. Return shipping is the responsibility of the customer for exchanges.
European Union Customers: 14-Day Cooling-Off Period
For items shipped into the European Union, customers have the right to cancel or return their order within 14 days of delivery for any reason and without needing to provide justification.
Returned items must be unused, in their original condition, in the original packaging, and include proof of purchase.
Refunds
Refunds are only available for approved returns of unused items.
Once we receive and inspect your returned item, we will notify you of the status of your refund request.
If approved, refunds will be issued to your original payment method within 10 business days.
Please note that your bank or credit card company may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you haven’t received your funds, please contact us at support@thatkiltedguy.com.
Need Help?
For any questions about returns, exchanges, or refunds, please reach out to us at:
We’re here to make sure you’re taken care of.
Thank you,
Guy Purcella and the TKG Enterprises LLC Team