Refund policy

Last Updated: 25 January 2026

1. THE KROFT STANDARD

At KROFT & CO., we do not believe in obsolescence. We engineer travel gear to withstand the rigors of the modern escape. However, we understand that sometimes a piece of equipment does not meet your specific operational requirements. Our policies are designed to be fair, transparent, and compliant with Australian Consumer Law.

2. THE 30-DAY FIELD TEST (RETURNS)

We invite you to inspect the engineering of your allocation in person.

• The Window: You have 30 days from the date of delivery to request a return.

• Condition of Return: To be eligible for a full refund, the item must be in the same condition that you received it: unused, unwashed, and with all original tags and the dust bag included.

• Inspection: Upon return to our Melbourne facility, the unit will undergo a structural inspection. If the item shows signs of field wear, damage, or alteration, KROFT & CO. reserves the right to decline the refund or issue a partial credit.

3. PRE-ORDER CANCELLATIONS (BATCH 001)

We understand that circumstances change during the manufacturing window.

• Cancellation Rights: You may cancel your Pre-Order allocation at any time prior to dispatch (June 2026) for a full refund.

• Process: Simply email support@kroftandco.com with your Order ID, and we will process an immediate reversal of funds.

4. LIFETIME COMPLIANCE (WARRANTY)

This is not a return policy; this is our promise of engineering integrity.

• The Guarantee: The Signature Weekender is guaranteed against manufacturing defects for the life of the product.

• Coverage: This includes zipper failure (YKK), hardware breakage, stitching unraveling, and leather structural failure.

• Exclusions: This warranty does not cover standard wear and tear (scuffs, patina, canvas fading), accidental damage (airline mishandling), or abuse.

• Resolution: If a defect is confirmed, we will repair the unit free of charge. If repair is not possible, we will issue a replacement allocation.

5. INITIATING A PROTOCOL (HOW TO RETURN)

To start a return or warranty claim, please follow this directive:

1. Contact Support: Email support@kroftandco.com with the subject line "RETURN [Order ID]" or "WARRANTY [Order ID]".

2. Authorization: If your request is within protocol, we will send you a Return Authorization Number (RA#) and shipping instructions.

3. Shipping Costs:

   • Change of Mind: Return shipping costs are the responsibility of the customer.

   • Defect/Warranty: KROFT & CO. will provide a prepaid shipping label for the return of defective units.

6. CREDIT REVERSAL (REFUNDS)

Once your return is received and inspected at our Melbourne HQ:

• We will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed immediately.

• A credit will automatically be applied to your credit card or original method of payment (ShopPay/Afterpay) within 3–5 business days, depending on your bank’s processing times.

7. EXCEPTIONS

• Sample Sale / Archive Units: Items marked as "Final Sale" or "Prototype" are not eligible for the 30-Day Field Test unless structurally defective.