Understanding the Kohler return policy is essential before you make any purchase, big or small. Whether you’re updating a bathroom or kitchen, knowing the rules can save you time and money. This guide breaks down everything you need to know in simple terms.
Kohler is a trusted name in plumbing and home fixtures. Their products are known for quality and design. But even with the best planning, sometimes a product isn’t right. Maybe the finish doesn’t match, the size is wrong, or there’s a defect. That’s when a clear return policy becomes your best friend.
We’ll walk you through the time limits, condition requirements, and step-by-step instructions for returning items to Kohler. You’ll also learn about exceptions and special cases for different product types. Let’s get started.
Kohler Return Policy
The core Kohler return policy allows you to return most unused items in their original packaging within 30 days of receipt for a refund. It’s a fairly standard window, but the details matter a lot. The 30-day clock starts the day the item is delivered to your door, not when you ordered it.
This policy applies to purchases made directly from Kohler.com or through a Kohler showroom. If you bought from an authorized retailer like Home Depot or a local plumbing supply store, you must follow that store’s return policy instead. Always check your receipt to confirm the point of purchase first.
Here are the key pillars of the policy you must follow:
* 30-Day Window: Returns must be initiated within 30 days of delivery.
* Original Condition: Items must be unused, undamaged, and in resalable condition.
* Original Packaging: All original boxes, manuals, and parts must be included.
* Proof of Purchase: You’ll need your order number or receipt.
* Return Authorization: A Return Merchandise Authorization (RMA) number is required for all returns.
What Items Are Non-Returnable?
Not everything can be sent back, even within 30 days. It’s crucial to know these exceptions before you open a box. These restrictions are mainly for health, safety, and custom-made reasons.
* Special Order & Custom Products: Any item made to your specific specifications, like a unique color faucet or a custom-sized sink, cannot be returned.
* Clearance or Final Sale Items: These are typically marked as non-returnable at the time of purchase.
* Used or Installed Products: Once a product has been installed or shows signs of use, it cannot be returned through the standard policy.
* Opened Software or Electronics: For hygiene and copyright reasons.
* Light Bulbs: Due to their fragile nature and potential for damage.
* Products Missing Packaging or Parts: If you threw away the box or manual, the return will likely be denied.
Step-by-Step Guide to Returning a Kohler Product
If your item is eligible, follow these steps carefully. Skipping a step can delay your refund or result in your return being rejected.
1. Contact Kohler Customer Service. Don’t just ship the item back. You must start by calling Kohler at 1-800-4KOHLER or using the online contact form to request a Return Merchandise Authorization (RMA). Have your order number and product details ready.
2. Receive Your RMA Number. The customer service agent will provide you with an RMA number and instructions. This number must be written on the outside of the return shipping box. Packages without an RMA will not be accepted at the warehouse.
3. Repackage the Item Securely. Place the item, all parts, and manuals back into the original manufacturer’s packaging. Then, place that box into a sturdy outer shipping box for protection.
4. Ship the Package. You are responsible for the cost of return shipping unless the return is due to a Kohler error (like they sent the wrong item). Use a trackable shipping service (like UPS or FedEx) and keep your tracking number safe. Kohler will provide the return address.
5. Wait for Processing. Once Kohler receives and inspects your return, processing can take 7-10 business days. You will receive an email confirmation when your refund is issued.
Understanding Restocking Fees
Kohler typically does not charge a restocking fee for returns that meet all their policy requirements. However, it’s always good to confirm this when you get your RMA. Fees might apply in special circumstances, such as for very large or heavy items like bathtubs.
If a restocking fee is applied, it is usually a percentage of the product’s price. This will be deducted from your refund total. The customer service representative should inform you of any fees before finalizing your return authorization.
Returning Damaged or Defective Items
What if your Kohler product arrives damaged or has a manufacturing defect? The process is different from a standard return. You shouldn’t use the standard return channel in this case.
First, inspect the shipment immediately. If the shipping box is damaged, note it on the carrier’s delivery receipt before you sign. Take photos of the box and the damaged product inside. Then, contact Kohler Customer Service right away—well within the 30-day period.
For defective items, you may be directed to Kohler’s warranty service department. Kohler products come with strong warranties, and they will often send a replacement part or arrange for a repair rather than a full return. Having your model and serial number handy is key here.
Returns for Kohler Engines and Generators
Kohler also makes engines and power systems. The return policy for these products is often more strict due to their complexity and the fact they are frequently sold through distributors.
For engines and generators purchased from Kohler.com, the 30-day return policy may still apply, but special handling is required. You must contact the Kohler Engines or Power Systems customer service team directly. They will guide you through the specific process, which may involve returning the product to a different facility than plumbing fixtures.
Kohler’s Exchange Policy
Sometimes you just need a different color or size, not a refund. Kohler does handle exchanges, but the process is essentially a return followed by a new purchase.
You will need to return the original item following the standard return steps to receive a refund. Once the refund is processed, you can place a new order for the correct item. This is important to understand because it means you may be without the product for a few weeks during the process.
If you need the replacement quickly, it’s often faster to place the new order immediately and handle the return separately, assuming you can front the cost for both. Check with customer service if any expedited exchange options are available for your situation.
Frequently Asked Questions (FAQ)
How long is the Kohler return period?
The standard return period is 30 days from the date you receive your delivery.
Can I return a Kohler faucet after installation?
No. Once a product has been installed or used, it is not eligible for return under the standard Kohler return policy. Your recourse would be through the product’s warranty if there is a defect.
What if I bought my Kohler product from Home Depot?
You must follow Home Depot’s return policy, not Kohler’s direct policy. Take your item and receipt back to the Home Depot store or contact their online customer service.
Does Kohler offer free return shipping?
Generally, no. The customer is responsible for return shipping costs unless the return is due to an error on Kohler’s part (e.g., they shipped the wrong item or a defective product).
How long does a Kohler refund take?
After Kohler receives and inspects your return, it can take 7-10 business days for the refund to be processed. The time it then takes to appear on your credit card statement depends on your bank, often adding another 3-5 business days.
Can I return a custom-ordered Kohler product?
No. Special order and custom-made products, including items in unique finish colors, are final sale and cannot be returned or cancelled once the order is placed.
What is a Kohler RMA number?
An RMA (Return Merchandise Authorization) number is a unique code you must get from Kohler customer service before sending anything back. It must be marked on your return box for the warehouse to accept it.
Are there any restocking fees with Kohler?
Kohler typically does not charge restocking fees for standard returns in original condition, but it’s best to confirm when you request your RMA, especially for large items.
Tips for a Smooth Kohler Return Experience
A little preparation makes the return process much easier. Here are some tips based on common customer experiences.
* Keep the Box: Even if you love the product, keep all packaging for at least the first 30 days. It’s much harder to return something without it’s original box.
* Inspect Immediately: Open boxes as soon as they arrive. Check for damage and verify the product is correct. Don’t wait until the weekend to unbox.
* Save Your Paperwork: File your packing slip and receipt in a place you can find it. A quick photo on your phone is a good backup.
* Use Trackable Shipping: Always get a tracking number and insurance when you ship the return. This protects you if the package gets lost.
* Be Patient but Persistent: Processing times can vary. If it’s been more than two weeks since Kohler received your return and you haven’t heard anything, a polite follow-up call with your RMA number is a good idea.
Warranty vs. Return Policy
It’s important not to confuse these two. The Kohler return policy is for when you change your mind, ordered wrong, or received an unwanted gift. It’s time-sensitive (30 days) and requires the product to be unused.
A warranty is a guarantee against defects in materials and workmanship for a much longer period—often 1 year for fixtures and much longer for engines. Warranty claims are for products that fail or prove defective after use. The process is handled by a different department and usually involves repair or replacement, not a refund.
Knowing wich path to take will save you a lot of frustration. If your kitchen faucet has a faulty handle after 6 months, you need the warranty department, not the returns desk.
Final Thoughts on Navigating Returns
The Kohler return policy is designed to be straightforward for standard items. The key is acting quickly within the 30-day window and keeping everything in its original, pristine condition. For complex situations like damaged shipments or custom orders, contacting customer service directly is your best first move.
Always double-check your order before finalizing purchase, especially for color and model numbers. And remember, buying from an authorized retailer means you’re playing by their rules, not Kohler’s direct rules. With this knowledge, you can shop Kohler’s extensive collections with greater confidence, knowing exactly what to do if your plans change.