FAQ

 

FAQ ENG

When will my order arrive?

It can take between 3–5 working days from the time your order is process until you receive your order. We will keep you updated as much as possible. If there are any problems, please feel free  to contact us via info@kca-lab.com!

Why isn’t my discount code working?

If your discount code isn’t working, please try the following:

  • Check that the code is spelled correctly
  • Check that the promotion criteria have been met (e.g. is the promotion out of date or has the minimum order requirement been met)
  • Try emptying your browser’s cache.
  • Contact our customer service team.

THE ITEM I WOULD LIKE TO ORDER IS CURRENTLY NOT IN STOCK. WILL YOU BE GETTING MORE IN?

If an item is out of stock, we will always try to restock it as soon as possible. If there is a particular product that you would like to order, just let us know.

WHAT IS YOUR RETURN POLICY?

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire,or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us ( KCA-LAB GmbH&Co.KG, Ostring 19, 97228 Rottendorf, Email: info@kca-lab.com, phone: +49 (0) 151 51341209 ) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired. Effects of cancellation :If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. More info: https://www.kca-lab.com/revocation/ Please note: The garments must be in perfect condition (not used, not washed, with their inside and outside labels still attached, without repairs and with their corresponding purchase receipt). As we have high quality products we ask you to be careful with them and put them into the original packaging.

How can I return my order?

  • If you want to return parts of your order, please use the return template included in your package.
  • Tape it securely if possible on the original packaging and make sure all items are clean and still have the original tags attached (see return conditions under “What is your return policy?”)
  • We recommend requesting a proof of postage for your records.
  • You can expect to receive a refund within 14 days of sending the package back to us

Original packaging is not an essential requirement to effectively exercise the right to cancel.

To which address do I have to send my order back?

Freier Group Logistics GmbH & Co. KG
z.Hd. Werner Mahler
Schießhausstraße 11
97228 Rottendorf

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