Refund policy
Flatout Apparel
Return & Exchange Policy
We want your order to work for you, and we want the policy to be easy to understand before you buy. Because Flatout is simplifying around Kora, return and exchange eligibility depends on the product you ordered and whether it was purchased during a deeper promotion.
Quick Summary
Return window: Eligible requests must be started within 21 days of purchase.
Kora products: Kora styles and variations are eligible if they meet the condition standards below.
Final sale: Non-Kora, Last Chance, clearance, headwear, gift cards, and Kora items discounted 25% or more.
Shipping: Customers pay return shipping. Flatout pays approved exchange shipping back.
What Can Be Returned or Exchanged?
Returns and exchanges are available for eligible Kora products, including Kora pullovers, zipups, jackets, Tech Terry styles, fleece styles, and colour variations, as long as the item qualifies under this policy.
- The request must be started within 21 days of purchase.
- The item must be unused, unworn, and unwashed.
- The item must be in original condition, with packaging if applicable.
- The item must not have been purchased at 25% off or more, unless the promotion specifically says otherwise.
Final Sale Items
Flatout is moving toward a focused Kora product line. Products outside of that direction are being cleared out and will not be restocked, so they are final sale.
The following items are not eligible for return or exchange:
- All non-Kora products.
- Items marked Last Chance, clearance, sample sale, or heavily discounted.
- Kora products purchased at 25% off or more, unless the promotion specifically says otherwise.
- Headwear and hygiene-sensitive items, including hats, toques, bands, masks, and similar accessories.
- Gift cards.
- Any item received in worn, washed, damaged, stained, scented, or altered condition.
For more context on why we are simplifying the brand, you can read Year 9: The Reset.
Condition Standards
Every returned item is inspected by hand. To be accepted, the item must come back in a condition that allows us to confidently resell it.
- No stains, deodorant marks, makeup, markings, pet hair, human hair, or odors.
- No signs of wear, washing, dryer use, stretching, or excessive wrinkling.
- No damage to the garment, zipper, drawcords, labels, trims, or packaging.
If an item does not meet these standards, the return or exchange may be denied. If that happens, we will contact you about next steps.
Refunds
Once an approved return is received and inspected, refunds are issued to the original payment method. Most refunds appear within 2 to 5 business days after processing, depending on your bank or card provider.
- Refunds include the eligible item price and applicable taxes.
- Original shipping costs are non-refundable, including orders that qualified for free shipping.
- Return shipping costs are the customer's responsibility.
Exchanges
If your eligible Kora item is the wrong size or you need another available option, you can request an exchange within 21 days of purchase.
- You pay to ship the original item back to us.
- Once the item is approved and inspected, Flatout pays to ship the replacement item back to you.
- Exchange options depend on current stock availability.
If the size or colour you need is no longer available, we will help with the closest available option or discuss next steps.
Multiple Size Orders
Ordering multiple sizes just to try them on and return the extras creates extra handling, inspection, steaming, and repackaging on our side. Returned items from multi-size try-on orders may be subject to a 25% restocking fee.
Before ordering multiple sizes, we recommend checking the size chart, model stats, product details, Kora Fit Guide, or contacting us for help.
U.S. Orders, Duties, Tariffs, and Refused Packages
Customers are responsible for any duties, tariffs, customs fees, return shipping costs, or carrier fees connected to their order or return shipment.
Returns from the United States must be shipped back to Canada with duties and tariffs prepaid. Returns that arrive with unpaid duties may be refused, delayed, or deducted from any eligible refund.
If a package is refused or returned because duties, tariffs, or customs charges were not paid, refund eligibility may be reduced by the costs charged back to Flatout.
Start a Return or Exchange
Fill out the return/exchange form below with your order number, the item you are contacting us about, your country, and the reason for the request. We will review it and send next steps.
Please allow 24-48 hours for us to review your request and respond.
Questions before ordering? Visit the FAQ page or the Kora Fit Guide for sizing help.
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