RETURNS & REFUNDS

RETURN POLICY

If you are not satisfied for any reason, unopened items may be returned within 30 days of delivery for a full refund of the product price or an exchange, as long as they are not listed under “What cannot be returned” below. We pay the return shipping for every eligible return and do not charge a restocking fee. We refund your original form of payment within 7 business days of receiving the return, including any inspection time. Damaged, defective or wrong items do not need to meet the unopened condition and are handled as described below.

This policy applies to every order placed on krayber.com, whether you checked out as a guest or with an account, and whether you are returning an item because you changed your mind or because something went wrong with the order. Nothing in it limits any rights you have under applicable law.

WHAT CAN BE RETURNED

For a change-of-mind return, an item is eligible when all of the following are true:

• You request the return within 30 days of the date it was delivered.
• It is unopened, the factory seal is intact, and it is in its original packaging with all components.
• It is in new, resalable condition.
• It is not a product listed under “What cannot be returned”.

These unopened and resalable-condition requirements do not apply to items that arrive damaged, defective or wrong. You will need your order number. Change-of-mind returns that do not meet the conditions above may be sent back to you at your cost or refunded only in part, and we will tell you before we do either.

WHAT CANNOT BE RETURNED

Because of what we sell, some items cannot be returned once they have left our warehouse unless they arrive damaged, defective, or are not what you ordered (see “Damaged, defective or wrong items”):

• Opened or unsealed containers. Diesel exhaust fluid, lubricants, greases, washer fluid, cleaning chemicals and any other product whose seal, cap or packaging has been opened.
• Products marked hazardous material. Aerosols, flammables and other goods regulated for transport cannot be shipped back by customers. These products say “hazardous material” on their product page.

Everything else we sell, including pallet quantities and items we order in for you, can be returned under this policy.

HOW TO RETURN AN ITEM

1. Request a return authorization. Within 30 days of delivery, email returns@krayber.com or call 832-305-7988 (Monday to Friday, 8am to 5pm Central) with your order number and the items you want to return. Report damaged, defective, missing or wrong items within 48 hours of delivery. We reply within 1 business day with a return authorization number and shipping instructions. Please do not send anything back before you have them, so we can match the return to your order.
2. Pack it up. Use the original shipping carton or a sturdy box, keep the product seals intact, remove or cover old shipping labels, and write the return authorization number on the packing slip inside the box.
3. Ship it back. Use the prepaid label we provide or the pickup we arrange. We pay the return shipping for every eligible return; follow the shipping instructions on your authorization and keep the tracking details. Most returns go to our warehouse at 13777 I-40 West, Amarillo, TX 79124. Items that ship to you directly from a supplier go back to that supplier, so the return address can differ from our business address; your authorization always states where to send it.

Pallet and freight orders. Items that shipped on a pallet or by freight carrier (LTL) cannot go back by parcel. Tell us when you request the authorization and we will book and pay for the freight pickup for every eligible return. We do not deduct return freight from your refund.

REFUNDS

• We refund the price you paid for the returned items plus the sales tax on them. There is no restocking fee.
• The original $5.99 shipping charge, where one was paid, is not refunded when you return an item you no longer want. It is refunded in full when an item arrives damaged, defective or wrong, or when you cancel before we ship.
• We pay the return shipping for every eligible return, including pallet and freight returns, and do not deduct return shipping or return freight from your refund.
• Refunds are issued within 7 business days of the return arriving, including any inspection time, to the card or payment method used for the order. Your bank or card issuer usually posts it within 5 to 10 business days after that. Orders paid on invoice are credited to your account.
• We email you when the refund has been issued.

EXCHANGES

Need a different product or pack size instead of a refund? Say so when you request your return authorization, or call 832-305-7988, and we will arrange the exchange. The item you are sending back must meet the conditions above. We pay its return shipping, and the replacement ships at our standard shipping rate ($5.99, free on orders over $50.00). Any price difference is charged or refunded to your original payment method.

DAMAGED, DEFECTIVE OR WRONG ITEMS

We work hard to get every order to you in good condition. If something arrives damaged, leaking, defective, short, or is not what you ordered, we will make it right with a replacement or a full refund, including any shipping you paid, and we cover the cost of getting the item back to us.

• Tell us within 48 hours of delivery: email returns@krayber.com or call 832-305-7988 with your order number and photos of the item and its packaging.
• Keep the product and packaging until we have replied. If we need the item back we send a prepaid label or arrange a pickup; do not ship leaking or hazardous-material products yourself, as we will give you instructions.
• For pallet and freight deliveries, check the shipment before signing. Note any damage or missing cases on the carrier’s delivery receipt, then report it to us. Damage found after opening a shipment (concealed damage) should be reported within the same 48 hours of delivery.
• Problems that appear after that window are handled under the manufacturer’s warranty. Contact us and we will help you with the claim.

CANCELLATIONS AND BACKORDERS

You can cancel an order at no charge any time before it ships, including special orders and items we order from a supplier for you: email returns@krayber.com or call 832-305-7988 with your order number. Once an order has shipped, it is handled as a return.

If we cannot ship an item within the time shown on its product page (or within 30 days of your order if no time is shown), we will tell you, and you can choose to wait for it or cancel it. Cancelled and unshipped items are refunded in full, including shipping, within 7 business days.

QUESTIONS

We are here Monday to Friday, 8am to 5pm Central and reply to every message within 1 business day.

A printed copy of this policy is available on request. See also our Shipping and Terms of Service pages.