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Return & Repair

Exchange and Return

KAILAS is committed to providing quality products to our customers. KAILAS guarantees a lifetime warranty to the original owner against manufacturing defects in materials and workmanship. If for any reason you are not completely satisfied with any product, please keep it new, unused and with all Kailas hangtags uncut , and return it to the address listed below with the receipt within 7 days of arrival for refund or exchange.

Oversea Chinese Warehouse  for Exchange and Return:



ZIP code: 510419  

Addressee: MEIYAN SHAN

Phone: +86 13570272849

Kindly email the customer service address listed below before sending out the package. Please advise us of the tracking number after the return has been sent, as KAILAS can't receive the package without a tracking number.

For further questions and information, email customer service.

Customer Service Team: .


Items purchased online can be returned via mail within 7 days of arrival· All items must be returned new, unused and with all Kailas hangtags uncut. KAILAS will not refund or exchange items that have been soiled or damaged due to abuse.

Note that items purchased through a 3rd party or re-seller must be returned at those locations and are subject to the 3rd party’s return policy.Items cannot be partially returned if the order included gifts or items were bought as a bundle. If only parts of a bundle are returned, the return is considered incomplete and cannot be processed until the remaining gifts or bundled items are also returned. If the gift item has been unpacked or used, other items in the order can be exchanged, but not refunded.

Please note all goods must be accompanied by an invoice or receipt. Returns without an invoice or receipt will be denied.

Regarding exchanges, the buyer will need to bear the one-way courier fee sending the item(s) to our offices. Goods returned to you will be sent using our complimentary courier service.Return requests made outside of the seven-day policy will be accepted at the discretion of KAILAS.

Receiving a refund

Your refund will be processed based on the original payment method used for your purchase. The refund process will take approximately 5 work days to complete, although the processing time may vary subject to the means of payment and the third party payment providers involved.



As the display capabilities and graphic properties of computer monitors, tablets and mobile devices may vary, KAILAS cannot guarantee that the color displayed on your monitor will be completely accurate.

Repair Guidelines

If you’re having problems with your product by Kailas®, please send it along with our Warranty Return Form to us at the following address for inspection and repair:

Kailas Consumer Repair & Return Form.pdf

Please make sure that the shipping is prepaid, the package is insured for full replacement value and you use a shipping method that will provide you with a tracking number. Please mark the areas in question on the product with colored tape or masking tape, so we can find them easily, and make sure that your note describes their location.

Please send the product in clean. Soiled garments and sleeping bags will be sent out to a professional cleaning service prior to the repair, and we will assess an extra charge for that service. Also, sending out a product for cleaning adds an unexpected delay of two weeks or more. When returning tents, packs, or shoes, please brush off any dirt, and sponge clean, if needed. Tents, packs, and footwear not clean enough to work on will be returned to you. We understand that this may be inconvenient, but we want to ensure the health and welfare of our Warranty Department staff.

If your warranted product by Kailas® fails due to a manufacturing defect in materials or workmanship, our first option will be to repair the item, free of charge. If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it. If your Kailas® product has special memories attached to it that make it irreplaceable to you, please indicate so on the Warranty Return Form and we will not replace it and it will be returned to you.

Our typical turnaround time is 6-10 weeks from the time we receive your product until it is returned to you. In some cases we can get it back to you sooner. In some cases, it may take longer. During peak season our turnaround time can be longer than ten weeks. If your product needs to be sent out to be cleaned, you may expect up to two additional weeks before it will be returned to you.

As per our warranty policy, the customer pays the shipping charges to send products to the Warranty Department. Kailas® will absorb the return shipping charges using our designated courier. If you request that we return your product by others, the additional shipping charges will be billed to you. Shipping charges for all non-warranty repairs are at the owner’s expense.