Return & Refund Policy

At Knoxlabs, we are dedicated to ensuring our customers are satisfied with their purchases. This policy outlines our return and refund conditions, designed to make the process clear and straightforward for you.

Eligibility for Returns

Domestic (USA)

• Products purchased from Knoxlabs can be returned within 30 days from the purchase date.
• To qualify for a return, products must be in an unopened, new condition, and unused.

International

Note for international buyers, before ordering, check your country's customs regulations as they can charge additional fees for entering the product into the country. Due to a high level of issues with international returns and refunds, we do not accept returns or refunds for international orders.

Return Process

Domestic (USA)

To initiate a return, visit our automated return system and select your reason for return from the following options:

• Item is Damaged (Quality issue): Requires proof of damage via media upload.
• Received Wrong Item (Warehouse issue): Requires proof of received item via media upload.
• Changed My Mind (Customer selection): No follow-up questions.
• Not What I Expected (Catalog issue): Questions on discrepancies and proof via media request.
• Not as Described (Catalog issue): Requires proof via media upload.
• Arrived Too Late (Delivery issue): Information on delay and usability required.
• Other: Specify reason in free text.
• Found a Better Price (Customer selection): No follow-up questions.
• Missing Parts (Quality issue): Proof of missing parts via media request.
• Unauthorized Purchase: Describe the issue in free text.
• Ordered by Mistake: No follow-up questions.
• Received Extra Item: Describe the issue in free text.

Return Methods

• No Shipment Required: For specific resolutions where returning the physical item isn't necessary.
• Ship with Any Carrier: You may choose any carrier for shipping.
• Ship with Pre-Paid Label: We provide a pre-paid label for eligible returns, ensuring traceable and hassle-free shipping.
• Return to Drop-Off Location: Items can be returned to a designated drop-off location.

For starting return process, visit: https://www.knoxlabs.com/a/service

Shipping Costs

Domestic (USA)

• We cover return shipping costs if the return is due to our error.
• If the item is unopened and the return is initiated by the customer, return shipping costs will be deducted from the refund.
• Returns declined upon our review will require the customer to bear all shipping costs.

Restocking Fee

• A restocking fee of 20%-50% applies based on the condition of the returned item for issues like defects or missing parts.
  
• The restocking fee will be deducted from the refund amount.
• No restocking fee for unopened items.

Refund Process

Domestic (USA)

• Refunds are processed upon item inspection and will be issued based on the original payment method, minus any applicable restocking fees, within 10 business days.

Final Sale Items

• Unless specified in their product descriptions, all items are eligible for return.

Non-Refundable Items

Please note that all KatVR Treadmills are not eligible for return or refund. This applies strictly to treadmills; other separate orders from KatVR are returnable or refundable according to our regular policy.

Refund Resolutions

• Refund to Payment Method: Full refund back to the original payment method.
• Refund to Store Credit: Refund as store credit.
• Refund to Gift Card: Refund issued to a gift card.

Delays or Issues with Refunds

• If you do not see your refund within 10 business days, please check with your financial institution and then contact us at hello@knoxlabs.com.

We hope this revised policy helps you understand your options and ensures a smooth return process. Thank you for choosing Knoxlabs!