Returns & Repairs,Customer Service



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Returns & Repairs


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.




ZIP code: 510419  

Addressee: MEIYAN SHAN

Phone: +86 13570272849

Email: .


Items purchased online can be returned via mail within 7 days of arrival if for any reasons you are not

   completely satisfied with any product.

Items must be in as new condition and returned in their original packaging, including an invoice or gifts.

Items purchased anywhere except must be returned to the original place of purchase.

Regarding exchanges, the buyer will need to bear the one-way courier fee sending the item(s) to

   our offices.

Refunds may take between 5-7 business days to process once an item has been delivered to

   our warehouse.

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.


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.