Refund Policy

Our Commitment

At KOTY MART LLC, we stand behind the quality of our products and services. We want you to be confident in your purchase and satisfied with what you receive. This policy outlines our refund terms for all purchases.

Product Categories

Our offerings fall into three categories, each with specific refund terms:

1. Physical Products

Tangible goods shipped to you (educational materials, books, kits).

2. Digital Products

Downloadable content (workbooks, guides, templates, videos).

3. Services

Third-party provided services included in bundled packages (coaching, consultation, support).

General Refund Policy

Physical Products

Return Process (RMA Required):

1. Request RMA: Contact [email protected] to obtain a Return Merchandise Authorization number
2. Ship with RMA: Include RMA number on package exterior; returns without RMA may be refused
3. Return shipping: Customer pays return shipping costs (exception: defective items)
4. Inspection: We inspect returned items within 3-5 business days of receipt
5. Refund processing: 5-7 business days after inspection approval

Total return timeline: 3-10 business days after we receive the package

Important:

• Do NOT ship returns without an RMA number
• Items must be in original condition with all components
• Refunds processed only after return is received and inspected
• Original shipping costs are non-refundable

Digital Products

Digital products include downloadable and streaming content that cannot be physically returned.

Digital Product Types & Refund Terms

How Digital Refunds Work

1. Request refund: Email [email protected] within 7 days of purchase
2. Access verification: We check download/access/view logs
3. If not accessed: Full refund processed within 3-5 business days
4. If accessed: Refund denied (product considered used)

What Counts as "Accessed"

Why No Refund After Access

Digital products cannot be "returned" - once downloaded or viewed, you retain a copy. This is industry standard for digital goods and protects against abuse.

Digital Product Exceptions

We will refund or exchange if:

• Technical issues: Product won't open or play (we'll troubleshoot first)
• Wrong product: You received different content than purchased
• Duplicate purchase: Accidental double purchase
• Corrupted file: Download is damaged (we'll re-send first)
• Description mismatch: Product significantly differs from listing

Services (Third-Party Provided)

Why: Services provided by third-party partners (such as coaching sessions, consultations) cannot be refunded once delivered because:

• We cannot recover costs from the service provider
• The provider's time has been spent and cannot be returned
• Resources were allocated specifically for your session

Bundled Products (Products + Services)

Many of our offerings combine products with third-party services. For these bundles:

How Refunds Work

Each component is evaluated separately:

Refund Calculation Example

For a bundled package priced at $300:

• Physical materials value: $100
• Digital content value: $50
• Third-party service value: $150

Scenario: Day 5 refund request, 1 service session delivered, digital content accessed:

Package price:                    $300
- Digital content (accessed):     -$50  (non-refundable)
- Service delivered:              -$150 (non-refundable)
- Physical materials (unshipped): $100  (refundable)
- Administrative fee:             -$25

Total refund: $75

Refund Tiers by Timing

Tier 1: Full Refund Window (0-7 Days)

100% refund available if:

• Physical products have not shipped (instant refund)
• Physical products shipped but returned with RMA (refund after receipt)
• Digital products have not been accessed
• Services have not been delivered

You may keep: Any digital materials already downloaded (these are deducted from refund).

Note: For shipped physical products, refund is processed only after we receive and inspect the return.

Tier 2: Prorated Refund Window (8-14 Days)

Partial refund calculated as:

• Purchase price
• Minus value of products/services used
• Minus administrative fee (typically $25-$100 based on purchase value)

Administrative Fee Scale:

Tier 3: No Refunds (15+ Days)

After 14 days, all sales are final except for:

• Defective physical products (manufacturer warranty applies)
• Services not yet delivered (can be rescheduled or refunded)

How to Request a Refund

Step 1: Contact Us

Email [email protected] with:

• Full name and email used for purchase
• Order number or purchase date
• Products/services purchased
• Reason for refund (helps us improve)

Step 2: Verification

We verify:

• Purchase date and details
• Products shipped/accessed
• Services delivered
• Refund eligibility

Step 3: Processing

If approved:

• Confirmation within 2 business days
• Refund processed within 5-7 business days
• Access to digital content terminated
• Scheduled services canceled

Step 4: Refund Delivery

Refunds returned to original payment method only.

Non-Refundable Items

The following are never refundable:

Digital Products Once Accessed

• Downloaded files
• Viewed video content
• Accessed member areas
• Used templates or tools

Delivered Services

• Completed coaching/consultation sessions
• Support interactions provided
• Customized materials created
• Time spent in your service

Third-Party Fees

• Payment processing fees
• External tools or assessments
• Partner services already rendered

Special Items

• Gift cards and store credit
• Promotional or discounted items (separate terms)
• Clearance or final sale items

Subscriptions and Recurring Billing

Subscription Cancellation

Auto-Renewal Refunds:

• Unintentional renewals reported within 48 hours may be refunded
• Must not have accessed content since renewal
• Contact support immediately upon discovering unwanted charge

Free Trial Conversions

If you forget to cancel before a free trial ends:

• Contact us within 24 hours of charge
• If no content accessed post-trial, full refund available
• If content accessed, standard refund policy applies

Pre-Orders

Before Product Release

After Product Release

Standard refund policy for the product type (physical/digital) applies once the product is released and available.

Gift Purchases

Refunds for Gift Givers

• Original purchaser can request refund before gift is redeemed
• After redemption, refund requires recipient cooperation
• Refund goes to original payment method only

Refunds for Gift Recipients

• Cannot receive cash refunds (no payment on file)
• May receive store credit for eligible returns
• Must coordinate with original purchaser for cash refund

Shipping Issues

Damaged in Transit

Required: Photos of damaged package/product within 48 hours of delivery.

Lost Packages

Note: We may require a signed declaration for high-value lost package claims.

Partial Shipments

If your order arrives incomplete:

• Contact us within 48 hours of delivery
• Missing items shipped at no cost
• Or partial refund for missing items

Tax Refunds

When eligible for a refund:

• Sales tax refunded proportionally with product refund
• Tax refunds processed automatically
• International VAT/GST: refund amount reflects what we collected

Note: We cannot refund import duties or customs fees charged by your country.

Warranty vs. Refund

Understanding the Difference

Warranty Claims (Physical Products)

For issues discovered after the 30-day refund window:

• Contact us with proof of purchase
• Describe the defect
• We'll coordinate with manufacturer
• Repair, replacement, or credit based on warranty terms

Multiple Item Orders

Partial Refunds

You may return individual items from a multi-item order:

• Each item evaluated against its product type policy
• Shipping costs allocated proportionally
• Bundle discounts may be recalculated

Example: Order of 3 items with 10% bundle discount:

Original order: $300 (after 10% discount on $333.33)
Return 1 item valued at $100:
- Refund: $90 (item value minus proportional discount)
- Bundle discount may be removed from remaining items

Mixed Orders (Physical + Digital)

Each component follows its own policy:

• Physical items: 30-day return window with RMA
• Digital items: 7-day window if not accessed
• Services: 48-hour cancellation before delivery

Fraud Prevention

Our Protections

We reserve the right to deny refunds if:

• Pattern of excessive refund requests detected
• Evidence of fraud or abuse
• Refund requested after content was clearly consumed
• Chargeback filed while refund is processing

Account Consequences

Abuse of refund policy may result in:

• Refund request denial
• Account suspension
• Inability to make future purchases
• Legal action for fraud

Special Circumstances

Extenuating Circumstances

For situations involving:

• Serious illness or family emergency
• Major life changes
• Unexpected financial hardship

Contact [email protected] to discuss:

• Service rescheduling
• Pause options
• Payment plans
• Case-by-case consideration

Note: Exceptions are reviewed individually and not guaranteed.

Defective Products

Physical products with manufacturing defects:

• Report within 30 days of receipt
• Receive replacement or full refund
• Return shipping covered by us

Service Issues

If a third-party service doesn't meet expectations:

• Contact us before the next scheduled session
• We'll work with the provider to address concerns
• Rescheduling or provider change may be offered
• Refunds for delivered services are not available

Upgrades and Downgrades

Upgrades

• Pay difference between package prices
• Original purchase date applies for refund eligibility
• Previously used services count toward calculations

Downgrades

• Not typically available
• Contact us to discuss alternatives:
  • Pausing services
  • Adjusting schedules
  • Transferring to another person

Disputed Charges

Before Filing a Chargeback

Contact [email protected] first. Chargebacks:

• Delay resolution
• Incur fees for both parties
• May result in account termination

If Chargeback Filed

We will:

• Suspend services immediately
• Revoke access to all content
• Provide evidence to your bank
• Terminate account if upheld

State-Specific Rights

Some states provide additional consumer protections:

California

Additional cancellation rights for certain contracts. See California Privacy Notice.

Other States

Contact us for state-specific information. Your statutory rights are not affected by this policy.

Maximum Refund Limits

What's Included in Your Refund

Maximum Claim Amount

Your maximum refund cannot exceed the total amount you paid, minus:

1. Non-refundable fees: Original shipping, payment processing fees
2. Administrative fees: Based on refund tier (see Tier 2 above)
3. Value of consumed goods/services: Digital content accessed, services rendered

Formula:

Maximum Refund = Amount Paid
               - Original Shipping Cost
               - Payment Processing Fees (if applicable)
               - Administrative Fee (Tier 2 only)
               - Value of Consumed Items/Services

Example Calculation

Day 10 refund (Tier 2, product unopened):

Total paid:                    $229.00
- Original shipping:           -$15.00  (non-refundable)
- Administrative fee (Tier 2): -$50.00  (purchase $100-$299)
- Product value consumed:      -$0.00   (unopened)

Maximum refund: $164.00

Claim Limitations

• Claims exceeding original payment amount are not honored
• We do not compensate for indirect or consequential damages
• International customers: refund in original payment currency only
• Currency exchange differences are not compensated

International Customers

Currency and Exchange Rates

• Refunds processed in your original payment currency
• Exchange rate fluctuations between purchase and refund are not compensated
• Your bank may charge conversion fees; we cannot refund these

International Shipping Returns

Exception: Defective items - we provide prepaid shipping label for US returns. International defective returns: contact us for case-by-case handling.

EU/UK Consumer Rights (14-Day Cooling-Off Period)

If you are a consumer in the European Union or United Kingdom, you have the right to cancel your purchase within 14 days of receiving physical goods, without giving any reason. This is in addition to our standard refund policy.

EU/UK Cooling-Off Rights:

• Physical goods: 14 days from delivery to notify us of cancellation
• Digital content: Right is lost once download begins (with your consent)
• Services: Right is lost once service delivery begins (with your consent)

To exercise this right:

1. Email [email protected] with a clear cancellation statement
2. Return physical goods within 14 days of notification
3. You bear the cost of return shipping

Refund timing: Within 14 days of receiving returned goods or cancellation notice (for non-physical purchases).

Note: This cooling-off right does not apply to:

• Sealed audio/video/software if seal broken
• Goods made to your specifications
• Goods that deteriorate rapidly
• Digital content once download started (with consent)

Legal Terms

Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the State of Florida, United States, without regard to its conflict of law provisions.

Any disputes arising from this policy shall be resolved in the state or federal courts located in Pinellas County, Florida, and you consent to the personal jurisdiction of such courts.

Limitation of Liability

To the maximum extent permitted by law:

1. Our total liability for any refund claim shall not exceed the amount you actually paid for the product or service in question.

2. We are not liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:

   • Loss of profits or revenue
   • Loss of data
   • Loss of business opportunities
   • Personal injury (except where prohibited by law)

3. This limitation applies regardless of the legal theory (contract, tort, strict liability, or otherwise).

Note: Some jurisdictions do not allow limitations on implied warranties or consequential damages. In such jurisdictions, our liability is limited to the maximum extent permitted by law.

Force Majeure

We are not liable for delays or failures in refund processing due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters
• Acts of war or terrorism
• Government actions
• Pandemics or public health emergencies
• Carrier or shipping disruptions
• Payment processor outages
• Internet or telecommunications failures

We will resume normal operations as soon as reasonably practicable.

Severability

If any provision of this Refund Policy is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

Entire Agreement

This Refund Policy, together with our Terms of Service and Privacy Policy, constitutes the entire agreement between you and KOTY MART LLC regarding refunds and supersedes any prior agreements or understandings.

Waiver

Our failure to enforce any right or provision of this policy shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative of KOTY MART LLC.

Assignment

We may assign our rights and obligations under this policy without restriction. You may not assign your rights or obligations without our prior written consent.

Policy Exceptions

This policy does not apply to:

• Free trials or samples
• Scholarship or grant-funded purchases
• B2B/wholesale orders (separate terms)
• Special events or workshops (event-specific policies)

Changes to This Policy

We may update this policy as our business evolves. Changes:

• Communicated via email for material updates
• Apply to purchases made after the change date
• Do not affect existing refund rights

Contact Us

KOTY MART LLC

• Refund Requests: [email protected]
• Special Circumstances: [email protected]
• General Questions: [email protected]
• Phone: +1 786-382-2000
• Address: 7901 4th St N Ste 300, St. Petersburg, FL 33702

Quick Reference

Key Points:

• Physical product refunds require RMA and are processed after return receipt
• Return shipping is at customer's expense (except defective items)
• Refund processing takes 3-10 business days after return inspection
• Digital products are non-refundable once accessed
• Third-party services are non-refundable once delivered
• Administrative fees apply to prorated refunds
• Contact us before filing chargebacks

Refund Limits:

• Maximum refund = amount paid minus shipping, processing fees, and consumed value
• Original shipping costs are non-refundable (except defective items)
• Payment processing fees are non-recoverable
• We do not compensate for indirect or consequential damages

International:

• EU/UK: 14-day cooling-off period for consumers
• Refunds in original payment currency only
• Import duties/customs fees not refunded
• Return shipping is customer's responsibility

Legal:

• Governed by Florida, USA law
• Disputes in Pinellas County, FL courts
• Total liability limited to amount paid