Return Policy at a Glance

1. Standard 30-Day Return Policy

Kellen's Custom Carts accepts returns of most eligible products for both defective and non-defective return reasons, including situations where an eligible customer changes their mind about an unused purchase.

The delivery date shown by the applicable shipping carrier or delivery documentation will generally be used to determine the beginning of the 30-day return period.

2. Return Eligibility & Product Condition

To qualify for a standard return, the returned product must generally satisfy all of the following requirements:

3. Change-of-Mind / Non-Defective Returns

Eligible products may be returned even when they are not defective, including when a customer changes their mind about an eligible purchase.

Change-of-mind returns must still satisfy the 30-day return window and all applicable product-condition requirements described in this policy.

4. Non-Returnable Products

Certain products are generally not eligible for a standard change-of-mind return. This includes:

This section does not prevent a customer from contacting us about an item that arrived damaged, defective, or incorrect. Those situations are addressed separately below.

5. Golf Carts & Powersports Vehicles

Vehicle return requests are reviewed to determine whether the vehicle satisfies the applicable return conditions and to establish appropriate transportation arrangements.

When evaluating a vehicle return request, we may need to confirm information including the vehicle's condition, whether it has been used or modified, included accessories and documentation, the reason for the return, and transportation requirements.

Do not independently ship or arrange freight for a vehicle return until you have contacted our customer support team and received return instructions.

6. Custom, Modified & Special-Order Products

Products that are specifically sourced, ordered, built, configured, or modified according to a customer's individual request may not qualify for a standard change-of-mind return.

This can include custom-built carts, special-order products, and products with customer-requested modifications or configurations.

If you are unsure whether a product is considered custom or special order, please contact us before purchasing.

7. Damaged, Defective or Incorrect Products

To help us evaluate the problem, we may request:

• Your name and order number;
• A description of the problem;
• Photographs of the product;
• Photographs of the packaging or shipping container;
• Photographs showing visible shipping damage, where applicable; and
• Other reasonable information needed to evaluate the claim.

After reviewing the circumstances, we will provide information about the appropriate available resolution, which may include replacement, exchange, repair or refund where applicable.

8. Freight & Delivery Damage

Larger products and vehicles may be delivered using freight or specialized transportation services. Customers should reasonably inspect the shipment when it arrives and notify us promptly if significant visible damage is discovered.

Please retain the product, packaging, delivery documentation, and any other relevant materials until we have reviewed the issue and provided instructions.

Photographs of the shipment and packaging may be requested to assist with evaluating transportation-related damage.

9. How to Request a Return

Please follow the process below before returning merchandise.

10. Return Shipping Costs

Unless a return results from our error or an eligible defective product, the customer is responsible for return shipping costs.

Original shipping or delivery charges are generally non-refundable unless the return resulted from our error or otherwise must be refunded under applicable law.

For customer-paid returns, we strongly recommend using a trackable shipping method. Appropriate shipping insurance should also be considered for higher-value merchandise.

11. Vehicle Return Transportation

Vehicles and other oversized merchandise cannot necessarily be returned using ordinary parcel shipping services.

If a vehicle return is approved, Kellen's Custom Carts will provide information concerning the applicable transportation arrangements. Customers should not independently return a vehicle without first receiving instructions from us.

Where the vehicle return is a non-defective, customer-initiated return, transportation costs may be the customer's responsibility.

12. Inspection of Returned Products

Returned merchandise is inspected after it is received.

The inspection may verify the product's condition, included accessories, packaging, documentation, signs of installation or use, and whether the merchandise corresponds with the approved return request.

A refund may be declined where merchandise does not satisfy the return requirements described in this policy, subject to any rights or remedies available under applicable law.

13. Refund Processing

Refunds are issued to the original payment method used for the purchase.

After we process a refund, your bank, card issuer, payment provider, or other financial institution may require additional time to post the funds to your account. Processing times controlled by financial institutions are outside our control.

14. Late or Missing Refunds

If we have confirmed that a refund was processed but you have not yet received it:

1. Check the account associated with your original payment method.
2. Allow your bank or payment provider its normal posting time.
3. Contact your bank, credit card company, or payment provider if necessary.
4. If the refund still cannot be located, contact Kellen's Custom Carts customer support.

15. Exchanges & Replacements

Eligible products may qualify for an exchange or replacement depending on the circumstances, product availability, and applicable return or warranty requirements.

Please contact us before returning a product for an exchange. We will review the request and provide instructions where an exchange or replacement is available.

16. Order Cancellations

If you need to cancel an order, contact Kellen's Custom Carts as soon as possible before shipment.

Vehicle, freight, custom, and special-order purchases may require preparation, sourcing, or transportation arrangements. Customers should therefore contact us immediately when requesting cancellation of these orders.

17. Returns vs. Warranty Claims

A standard return and a warranty claim are not necessarily the same process. A product problem that arises outside the applicable return period may instead be handled according to the warranty terms applicable to that product.

Customers experiencing a product problem should contact our support team with their order information so that we can identify the appropriate process.

18. Fair Application of This Policy

Kellen's Custom Carts evaluates return and refund requests according to the terms disclosed in this policy and the circumstances of the transaction.

Nothing in this policy is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded under applicable law.

19. Contact Us About a Return or Refund

If you have questions about an order, return, refund, cancellation, exchange, defective product, or damaged delivery, contact our customer support team.