Return Policy
Step by Step
How to Return
Contact Us
Email support@kima.com or call +1 469 677 9635 within 30 days of delivery. Include your order number and reason for return.
Get Approved
Our team will review your request and send you a Return Merchandise Authorization (RMA) number within 2 business days.
We Arrange Pickup
We'll schedule a freight carrier to pick up the machine from your location. You don't need to arrange shipping yourself.
Refund Issued
Once the machine is received and inspected, your full refund is processed within 5–7 business days to your original payment method.
Policy Details
What's Covered
Eligible for Return
- Machine returned within 30 days of delivery
- Unused or minimally used condition
- Original packaging and all included attachments
- Defective or damaged on arrival (with documentation)
- Machine not as described on product page
- Mechanical failure within first 30 days
Not Eligible for Return
- Returns requested after 30 days of delivery
- Damage caused by misuse, neglect, or accidents
- Missing attachments or accessories
- Machines with unauthorized modifications
- Normal wear and tear items (filters, belts, fluids)
- Custom or special-order machines
Warranty Claims
Issues after 30 days are handled under our 1-Year Warranty. We cover parts and labor for manufacturing defects. Contact us and our team will diagnose and resolve the issue — replacement parts are shipped at no cost for covered defects.
Refund Timeline
Refunds are issued to your original payment method within 5–7 business days of us receiving and inspecting the returned machine. You'll receive an email confirmation once the refund is processed.
Special Case
Damaged on Arrival?
If your machine arrives with visible damage, don't panic. Follow these steps immediately to protect your claim:
Note damage on the Bill of Lading before the driver leaves. A signed clean receipt makes claims harder to process.
Take detailed photos and video of all damage to the packaging and the machine itself before unloading.
Contact us within 48 hours at support@kima.com with your order number, photos, and description of the damage.
We handle it from there — we'll file the freight claim on your behalf and arrange repair, replacement, or full refund.
Report Damage Fast
Freight damage claims must be reported within 48 hours of delivery. Claims submitted after this window may not be eligible for compensation from the carrier.
Got Questions?
Return FAQs
Do I pay for return shipping?
No. For eligible returns, we arrange and cover the cost of freight pickup. You will not be charged for return shipping on approved returns.
How long until I get my refund?
Once we receive and inspect the machine, refunds are processed within 5–7 business days to your original payment method.
Can I exchange instead of returning?
Yes. If you'd like a different model, contact us and we'll do our best to arrange an exchange. Exchanges are subject to availability and price differences.
What if I already used the machine?
Lightly used machines may still be eligible for return within 30 days. Heavy use or damage caused during operation may affect your refund eligibility.
What if a part breaks after 30 days?
After 30 days, your machine is covered under our 1-Year Warranty. Contact us with a description of the issue and we'll send replacement parts or arrange a repair at no cost for covered defects.
Do I need the original packaging?
We recommend keeping the original packaging for returns, but it is not always required. Contact us and we'll work with you on the best way to safely prepare the machine for pickup.
Need to start a return?
Contact our team and we'll take care of everything. No hassle, no runaround.