Refund policy

Last updated: April 2026

We want you to love your KZG bathroom. If something isn't right, our 30-day return policy gives you a straightforward way to send it back.

Return window

You have 30 days from the day you receive your order to request a return. Returns requested after 30 days will not be accepted except where required by law.

Condition required for return

To be eligible, items must be:

Uninstalled — products that have been installed (including partial installation, drilled holes, adhesive applied, plumbing connected) cannot be returned
In original, unused condition with no signs of wear, scratches, or water exposure
In the original packaging including all foam inserts, hardware bags, instruction manuals, and accessories
Accompanied by the receipt or proof of purchase

How to start a return

Email info@thekzg.com with your order number and the item(s) you'd like to return. We'll reply within one business day with a return authorization (RA) and shipping instructions. Items sent back without a prior return authorization will not be accepted.

All approved returns ship to:

KZG Returns
1521 E Francis St, Unit B
Ontario, CA 91761
United States

Return shipping

Defective or damaged items: we cover the return shipping in full and send a prepaid label.
Wrong item shipped / our error: we cover return shipping in full.
Change of mind / buyer's remorse: you are responsible for return shipping. Large items (shower doors, vanities, toilets) may require freight shipping — we'll quote the cost before you commit.

Restocking fees

A restocking fee of 15% may apply to non-defective returns on large items (vanities 36" and over, full shower door kits, toilets) to cover repackaging and reinspection. You'll be informed of any restocking fee before return shipping is arranged.

Damages, defects & shipping issues

Inspect your order the moment it arrives. If the item is damaged in transit, defective, or you received the wrong product, contact us within 48 hours of delivery with photos so we can make it right. We'll replace the item or issue a full refund including all shipping costs.

For products with visible freight damage, refuse the delivery if possible and note the damage with the carrier. This speeds up your claim significantly.

Non-returnable items

The following cannot be returned:

Installed products (see "Condition required" above)
Custom-made / made-to-order products — including KZG Custom shower doors built to specified dimensions (see "Made-to-order — KZG Custom" below)
Clearance or final-sale items (marked as such at the time of purchase)
Gift cards
Replacement parts ordered for an existing installation

Made-to-order — KZG Custom

KZG Custom shower doors are built to your exact specifications in our US facility once you place the order — width, height, glass thickness, hardware finish, and handle. Because every unit is cut and assembled per spec, these orders are final sale and cannot be returned, exchanged, or canceled once production has started. Production typically begins within 24 hours of order placement.

The single exception: if your custom door arrives damaged in transit (cracked glass, dented hardware, missing parts), contact us within 48 hours of delivery with photos. We will replace the affected component or rebuild the unit at no charge.

Before ordering, please:

Measure your opening at the top, middle, and bottom — use the smallest measurement
Verify your walls are within ¼ inch of plumb at the smallest measurement
Confirm your hardware finish, glass thickness, and handle on the configurator before checkout
Email info@thekzg.com if you have any uncertainty about fit — we offer a free pre-order spec review

Once your order is placed, you will receive a confirmation email with the full spec; please review immediately and reply within 12 hours if you spot any errors. After 12 hours the spec is locked into production.

Exchanges

The fastest path to an exchange is to return the original item for a refund and place a new order for the replacement. This ensures the new item ships right away rather than waiting for us to receive and inspect the return.

Warranty vs return

If your issue is a product failure after the 30-day return window — for example, a shower door hinge that wears prematurely — this is a warranty claim, not a return. KZG hardware is covered by a lifetime limited warranty. Email info@thekzg.com with photos and we'll arrange replacement parts or service.

Refund processing

Once we receive and inspect your return, we'll notify you whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or credit card issuer may take an additional 3–7 days to post the refund to your statement.

If more than 15 business days have passed since we approved your return and you haven't seen the refund, email info@thekzg.com and we'll trace it with our processor.

European Union — 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Items must be in original, unused, uninstalled condition with the original packaging and proof of purchase, as described above.

Trade Program accounts

If you purchase under the KZG Trade Program, separate return terms may apply based on your tier and project scope. Contact your account manager or info@thekzg.com for the specifics.