Return Policy
Kucht will accept return requests for purchases within the first 60 days after delivery. Shipping discrepancies or products that arrive damaged must be reported to Kucht Customer Support within 5 business days of delivery in order to be eligible for a full refund of the unit value.
Once a return request is approved, Kucht will send a Return Merchandise Authorization (RMA). From this time, the customer will have 15 calendar days to return the item to Kucht.
All merchandise returned to Kucht must be in original packaging with all original items (e.g., manuals, remotes, cables, etc.) that came in the box. Returns with missing or damaged items will result in a partial refund.
Products and or Part(s) must be returned in “as new” condition, including: all components, manuals, registration cards, and original undamaged packaging. Anything missing or damaged will be deducted from the return amount.
After we receive and inspect the item(s), the refund will be processed, minus the original shipping cost.
Kucht won´t refund the original shipping cost in any case. The return shipping cost might be covered by Kucht depending on the situation, in which case, Kucht will send a Bill Of Lading and handle the shipping arrangements. There will not be refunds or compensations related to the shipping and handling of the products under any circumstances.
Returns without an RMA number will not be accepted and a credit will not be issued.
Additional shipping charges apply with shipments outside the 48 contiguous United States, expedited shipping and oversized items. These additional shipping charges, such as taxes, customs duties and fees are the responsibility of the purchaser.
Refunds will not be issued for any costs incurred by the consumer related to installation, handling, or additional services.
All merchandise returned to Kucht must be in its original packaging with all original items. If there is no box or it is not the original, a 15% restocking fee will be charged.
After items are received and inspected, if there are missing components, a 5% restocking fee will be charged
If the return is “defective” there must be an open warranty case (called our customer service).
Products arriving damaged must be reported to Kucht customer service within 5 business days of delivery to be eligible for a full refund. Otherwise, 100% of the value will be charged.
As part of our return policy, Kucht requires certain steps to be followed for smooth processing. We believe in ensuring your satisfaction while safeguarding both you, our valued customer, and Kucht during the return process. Here are the guidelines:
Returns for Standard Products
To initiate a return for a standard product, you must provide a minimum of 3 clear photographs showcasing various angles of the item within its original shipping container. This requirement is designed to confirm that the product is undamaged before we initiate the return process. In some cases, we may request additional photographs or videos for replacement processing.
Please be aware that accessories such as chimneys, extensions, crown moldings, trim kits, and similar items are not eligible for returns.
Returns/Reships/Exchanges due to Shipping Damage
Before shipping, every product from Kucht undergoes individual inspection to ensure they leave our facilities in pristine condition. If your item(s) arrive damaged, we can arrange for a swift replacement, provided you give us sufficient time to file a claim with the carrier. Please inspect products upon delivery, and report any damage immediately.
To report shipping damage, notify us within 5 days of receiving the product. Your report must include at least 3 photographs clearly showing the damaged item and/or shipping container, along with the tracking number for your order. Please note that box damage is not considered, and the box must be opened to reveal clear evidence of product damage. Additional photographs or videos may be requested for replacement processing.
Failure to report shipping damage within 5 business days of delivery may result in additional shipping fees for returns, reships, and exchanges. Claims reported after 5 days may also be subject to denial.
Returns/Reships/Exchanges due to Concealed Damage
If your item(s) arrive with concealed damage, we can arrange for a prompt replacement, provided the box itself is undamaged. You must notify us of concealed damage within 30 days of receiving the product.
Returns, reship, and exchanges for concealed damage can be facilitated between 31 and 60 days following the date of delivery, but shipping fees will apply in accordance with our pricing and carrier guidelines.
For all concealed damage returns, we require a minimum of 3 photographs from multiple angles clearly showing the damaged product. Additional photographs or videos may be requested for replacement processing.
Installation and Usage Considerations
Before installing your unit, please conduct a functionality test by plugging it in and ensuring it works correctly. If the unit does not function, please contact our customer service immediately by calling 866-685-8248. Please be aware that Kucht does not accept exchanges or returns for damaged products once they have been fully installed or used.
Missing Pieces
If you are missing pieces from your shipment, please report this within 30 days of receiving the product to allow our team time to file a claim with the carrier. Contact our Customer Service Department at 866-685-8248 for assistance in these matters.
Partial Damage
Requests for parts replacement due to partial damage from shipping will be processed free of charge until 60 days following the date of delivery for select components. For reports made more than 60 days after delivery, the necessary parts will need to be purchased. Please consult your account manager or our Dealer Service team for specific details and limitations.
Please note that returns requested more than 60 days following the date of delivery will not be accepted.
Freight Return Policy
When signing for delivery, even if the package appears slightly damaged, please write “Package Damaged.” If the package is significantly damaged, you have the option to refuse delivery. In such cases, please notify us so that we can expect the return shipment. We will order a replacement as soon as we confirm the return to our facility.
If you have already accepted the package and notice missing or damaged parts, please contact us within 30 days, and we will ship replacement parts free of charge. If we cannot replace the parts, our carrier will pick up the original package, and we will send you a full replacement, provided we were notified in time to file a claim with the carrier (within 30 days).
For products with manufacturer’s defects, we can either replace the defective part or, if necessary, the entire unit.
Important Notes: All returns must receive prior authorization from Kucht before shipment. Shipping charges, customs duties, brokerage fees, and local taxes are not refundable. Special-order items or altered items cannot be returned.
For any inquiries or assistance, please contact us at 866-685-8248.