Every Dr. Koffer product is backed by our commitment to quality and customer satisfaction. We will gladly exchange, refund or repair any merchandise with material or manufacturing defects within 5 years of the sale date. Returns must be accompanied by a receipt. Refunds will be made based on the original method of payment. A refund check may be issued for cash payments. Refunds will include the price of the product and any taxes charged. Initial shipping costs will not be reimbursed. Dr. Koffer is not responsible for product damage due to excessive wear and tear or mistreatment. For more information, please contact us at customerservice@kofferusa.com. For your protection we strongly recommend that you ship return packages insured, via UPS, FedEX, or the U.S. Postal Service. Please note you are responsible for all shipping costs and for properly packing the return to ensure the safe shipment of each item. Allow two weeks for processing. We will only refund shipping and handling charges on flawed or defective items. Personalized items are not returnable unless there is a defect.