Return and Exchange Policy Updated: Apr 30, 2024

Overview


Kaydens' Cancellation Policy accounts for the many different types of orders our Customers require. We have set forth the following guidelines to provide our Customers with the information before an order is placed. Once an order is placed but NOT shipped, the following cancellation fee(s) will apply. Once an order has been shipped please refer to Kaydens' 60-Day 100% Satisfaction Guarantee and the Return Policy.

Kayden provides for cancellations in the following circumstance:


Should Customer, for any reason, desire to cancel a current order (prior to shipping) he/she may do so at any time after order placement but before the order is processed by the Kayden Shipping Department or Kaydens' supplier's facility in instances of direct shipment.

Where Products exhibit Custom, Non-Cancellable, Non-Returnable, or Non-Refundable traits or associations, or where Special Charges, special equipment or services are involved, Customer shall be responsible for all related work in progress; however, Kayden shall take responsible steps to mitigate costs immediately upon receipt of a written cancellation notice from Customer. Once an order is placed with Kayden, we will commence procurement, manufacturing and assembly almost immediately, thereby incurring costs and allocating the required materials and resources to fulfill the new order. For larger orders Kayden expects the Customer to first order a small number to determine suitability, compatibility and satisfactory performance for the intended purpose and process.
Customers may cancel their Order online if the Order was created online, or by contacting Kayden during business hours for Orders entered through Kayden via telephone, email, fax, letter or the website.

Cancellation charges shall apply in accordance with these terms and conditions.
Order cancellations shall not be binding upon nor be put into effect by Kayden unless confirmed in writing by Kaydens' appropriate representative; cancellation of orders may be accompanied by cancellation fees.
Cancellation fees may apply to:
  • Where special equipment or services are involved
  • Quantity of Standard Products
  • Custom, Non-Cancellable, Non-Returnable, and Non-Refundable Products
  • Special Charges

Standard Products are eligible for cancellation just as Standard Products are covered by Kaydens' 60-Day 100% Satisfaction Guarantee


If you purchased new Standard Products directly from Kayden, you may cancel them prior to shipping for a refund or credit (your choice) of the Product purchase price provided the quantity of Standard Products does not exceed twenty-five units (restocking fees apply to only those quantities exceeding twenty-five units).

Standard Products Defined


Any Product that is NOT reflective of the any of the following: Custom, Non-Cancellable, Non-Returnable or Non-Refundable Products.

Cancelling an Order or Partial Order of Standard Product


Cancellation fees for Standard Products are determined by the quantities and associated net unit prices shown on the order. The fees are applicable to the entire physical configuration of the Product.

To provide our Customers with a fair means of cancelling orders, we offer a cascading fee schedule based on Product quantity and type. For the first instance of partial order cancellations, cancellation percentages are based on the number of Products being cancelled, NOT the total number on the order. Subsequent cancellations will be determined using the number of Products on the original order prior to any cancellations.

Should any event arise that necessitates Customers cancellation of an active order comprised of Standard Products, the following Cancellation Fees shall apply:

Cancellation Fee Schedule – Standard Product


Number of Standard Products (Units) & Restocking Fee (%)
  1 - 25   :     0%
26 - 50   :   15%
51 - 99   :   35%
    100+  :   50%

Example:


A Customer cancels an order for 100 Standard Products each having a purchase price of $100.00, the total cancellation charge would be $2090.00 calculated as follows:

  UNITS
  1 
25:     No cancellation fee
26 - 50:     15% of each unit =      $360.
51 - 99:     35% of each unit =   $1,680.
   100+:     50% of each unit =        $50.

Cancellation Fee Schedule - Custom, Non-Cancellable, Non-Returnable and/or Non-Refundable Product


Should any event arise that necessitates Customer cancellation of an active order comprised of Custom, Non-Cancellable, Non-Returnable or Non-Refundable Products, the following Cancellation Fees shall apply.

Please note Kayden shall take responsible steps to mitigate costs immediately upon receipt of a written cancellation notice from Customer, the sooner we are notified of Your desire to cancel an item or an order the more likely the opportunity that we can reduce this cost to you.

One or more (1+) Unit(s). Based on any Custom, Non-Cancellable, Non-Returnable or Non-Refundable Product(s):

•  One hundred percent (100%)

Custom, Non-Cancellable, Non-Returnable or Non-Refundable (NCNR) Products Defined


In instances where this list does not reflect items noted as Custom, NCNR or Non-Refundable in the Online Store at the Product detail level, the latter shall be considered authoritative; this list is for convenience.

Custom, Non-Cancellable, Non-Returnable & Non-Refundable Products are defined as having any attribute from one or more of the following sections:


Accessories


  • Adapters
  • Equipment Tags
  • Flanges - Any Class, Rating, Material & Type
  • Reducers
  • 'T''s 

Cables & Connectors


  • Cables
  • Connectors

Discontinued Items 


  • Discontinued Items

Documentation


  • Certificates
  • Data Books
  • Diagrams - Outline, Wiring, etc.
  • Drawings - any and all types
  • Manuals  (purchased separately)
  • Material Test Reports (MTR's)
  • Spare Parts Lists 

Materials


  • Coatings - Paint, Epoxy Coatings
  • Gold
  • Hastelloy
  • Inconel
  • Monel
  • Tantalum
  • Titanium 

Process Connections


  • Custom Insertion 'U' Lengths
  • Flanged Process Connections - Any Class, Rating, Material & Product
  • Retractable Packing Gland Assemblies 

Spare Parts - Select Items


  • Gaskets
  • O-Rings
  • Washers 

Specialized Products


  • Solar Cells, Solar Modules & Solar Panels

Special Charges


Please note refunds or credits do not apply to Special Charges as outlined below.

Special Charges Defined


  • Calibration
  • Customer Requested Special Agency Approvals
  • Dye Penetration Tests
  • Flow Curves
  • Oxygen Cleaning
  • Preset Switch Point
  • Set Points
  • Special Approvals
  • Special Equipment
  • Special Services
  • X-Rays 

Shipping, Insurance, Duties & Fees


  • Crating
  • Insurance
  • Shipping, transportation
  • Duties, levies, fees

Change Policy


Changes to an Order


All changes must occur before the order is processed by the Kayden Shipping Department or Kayden's supplier's facility in instances of direct shipment.

Customer shall be responsible for all related work in progress; however, Kayden shall take responsible steps to mitigate costs immediately upon receipt of a written change notice.

Changes to orders shall not be binding upon nor be put into effect by Kayden unless confirmed in writing by Kaydens' appropriate representative. All changes affecting the equipment configuration or otherwise affecting the scope of the order are to be documented in writing for approval and authorization to incorporate such changes into the order. All changes authorized by Customer are binding only if accepted by Kayden, and may result in price, delivery, cancellation and/or condition changes. Pricing of changes shall be based on the then current prices.

Where Purchase Orders are issued for Products or Services, Order Changes require Purchase Order modifications or a letter from the buyer stating that the changes and related price changes are in process of being modified on the original Purchase Order. This ensures that your Company’s Accounts Payable Department is aware of these changes and should not hold up payments. Kayden appreciates your assistance by including these items on your Purchase Orders.

If an extension of delivery is required beyond the original schedule, escalation shall be as agreed.

Letter(s) of credit, if applicable, shall be extended and the values enhanced as necessary to reflect changes in price and payment arrangements.
Change fees may apply to:
  • Where special equipment or services are involved 
  • Volume Orders comprised of Standard Products 
  • Custom, Non-Cancellable, Non-Returnable and Non-Refundable Products 
  • Special Charges

Exchanges & Replacements


Faulty or Damaged Items


If you received a faulty item and need to exchange it for an exact replacement, visit the Returns Center to request a replacement. If the Product was damaged or defective at the time of delivery or the Product is not what you ordered as a result of our error, Kayden will reimburse you both the Product and shipping costs.

If you would like to exchange the item for a different one, please return the original item through our online Returns Center and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order. You will be refunded your original purchase price once we've received the item.

Customers are responsible for the cost of shipping the returned Products to Kayden or to the original manufacturer as may be specified by Kayden. Customer is also responsible for insurance for loss or damage during return. Shipping and insurance costs are non-refundable.

Customers outside of Canada: If you return a product to us, you will be the exporter from the destination country. Title and risk of loss transfer to us upon receipt at our facility.
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