Return & Refund policy

Thanks for shopping at Kalado ! We hope you’re happy with your purchases, but if you require a repair, return or refund, we are here to help.

Kalado store supports 30-day returns and refunds. If you need to apply for a return or refund, please read the following policy and contact our official customer service：service@kalado.com.

REFUND POLICY

Eligible for refund:

1. Incorrect product

If you open the package and do not find the product you purchased in it, please do not open and use it, take a picture of the sheet containing logistics information and the unopened product, and provide it to customer service to apply for compensation.

2. Product problem

We focus on providing you with high-quality goods. If the goods you receive do not match the goods you ordered or the product has quality problems, we will process the refund request within three working days.

For quality problems or problems caused by our faults:

First, submit evidence, pictures, and images about the product. This will be handled by our auxiliary team.

Secondly, the returned product must be sent back to our warehouse, where we will sign and submit it to our after-sales team for processing.

3. Unwanted Products

If the Kalado product that you purchased directly from Kalado does not meet your satisfaction or does not apply to your installation application, but was not defective, we call such product as “unwanted product”.

You may return the unwanted product (Product for Refund) to Kalado for a full refund or replacement within 30 days of the delivery date unless otherwise specified in the products’ listing on our website, or on the receipt or packing slip. You are responsible for the shipping fees. Beyond the end of those 30 days, refund and exchanges for unwanted product are not available.

4. Out of stock

If the goods you have purchased cannot be shipped due to a lack of stock, we will contact you via email. You can choose from there either to recieve a refund or to wait for inventory.

5. Risk orders detected by Shopify

When we receive a risk order notification from Shopify, we will send you verification information by email. If you do not reply to us within three working days, we will automatically refund the order.

5. Remote areas

We are unable to ship and deliver to some remote areas and military locations, we are unable to ship and deliver. We will communicate with you by email as soon as possible, and we will provide you with a refund.

Note:

We will notify you after receiving and checking your return, and let you know if the refund is approved. If approved, you will be automatically refunded via the original payment method. Please keep in mind that your bank or credit card company may also take 3-5 working days to process and mail the refund.

HOW TO INITIATE REFUND

When you meet the refund conditions above:

To start the refund, please contact our customer service first：service@kalado.com as soon aspossible. We will reply to you within ONE working day;

Please provide us with the order number ( XXXX1001 ) and order details;

Please provide sufficient evidence to prove that there is a problem with the product or other related evidence. For specific questions, please consult customer service;

After confirming that the product can be returned, please return the product.

It is necessary for us to check the quality of the returned goods;

If the product being refunded is not returned, you will not get a refund;

We will notify you whether the refund is successful after receiving and checking your return.

RETURN POLICY

Eligible for return :

Returns must include all accessories
Items must include original packaging
For non-quality related warranty claims, buyer is responsible for shipping costs
For quality related warranty claims, Kalado refunds the cost of the product itself
Provide a receipt or proof of purchase (such as screenshots of the order)
Regions that support returns: United States
Returns may be rejected if items do not meet the above requirements

HOW TO INITIATE RETURN

When you meet the return conditions above:

To start the return, please first contact our customer service: service@kalado.com. We will reply to you within 1-3 working days;

Items sent back to us without prior request for return are not accepted;

Users in the United States, please contact our customer service to determine the return address and return method.

Note:

If the return is the result of a situation in which user is responsible, please pay the bill when you ship the goods because our return warehouse does not support cash on delivery.

If the return is the result of a situation in which Kalado is responsible, Kalado will refund the shipping cost. After the customer’s shipping charges, provide the order number and shipping bill, and the customer service will apply for a refund.

We recommend using the original box or envelope included with the product as a return package to avoid additional return shipping costs.

EXCHANGE POLICY

For non-quality issues, that is, if you are just not satisfied with it/ or mistakenly phurchase the product, for our return policy, we are not able to exchange or return products with no physical flaws. If you have any confusion or problems with using our products, please do not hesitate to consult our official service at service@kalado.com.

For quality issues，if you want to exchange the goods, our team will process this for you as soon as possible after confirming the evidence you submitted.

Please don’t forget to provide the following information in your email:

Order number (for example,xxxx 1001);

Pictures and videos which prove that the product is defective or problematic;

The product name/ link of the item you want to change.

Kalado provides warranty service and official customer support: service@kalado.com, which only applies to products purchased from the offcial Kalado website. We provide 1 years’ limited warranty. Warranty continues from the original date of purchase and will be extended for the number of whole days that the product has been out of the buyer’s hands for warranty repairs.

WARRANTY

Warranty claims for quality-related issues

For quality-related warranty claims, the items will be replaced with products of the same value from the factory of the same model when available, otherwise new items will be sent.

Warranties on all replacements follow the same warranty timeframe of the original defective item, warranties on products are void after having been fully refunded.

When you meet the refund conditions above:

To start the warranty claims, please contact our customer service service@kalado.com as soon as possible. We will reply to you within ONE working day;

Please provide us with the order number ( XXXX1001 ) and order details;

Please provide sufficient evidence to prove that there is a problem with the product. For specific questions, please consult customer service

Note:

More than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of the address the item was originally shipped to).

Warranty claims for product defects expire 30 days after opening a warranty claim. It is not possible to process a warranty claim for items when their original warranty timeframe or 30-day warranty claim request period, whichever is longer, expire.

Shipping costs must be covered by buyer in the following situations:

Returning products for any reason other than a proven defect
Warranty claims on items taken outside the original country of purchase
Buyer’s accidental returns
Returning personal items
Returning items claimed to have defects but found by Kalado quality control to be in working condition
Returning defective items through international shipping
Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Not covered under warranty:

Products without sufficient proof of purchase
Lost or stolen products
Items with their warranty period expired
Non-quality-related issues (after 30 days of purchase)
Free products
Repairs through 3rd parties
Damage from outside sources
Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
Purchases from unauthorized resellers

Kalado is not liable for:

Loss of data incurred from use of Kalado products
Returning personal items sent to Kalado. When returning items with a prepaid shipping label provided by Kalado, Kalado takes responsibility for any damage or loss incurred in transit. when returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. Kalado does not provide refunds for items damaged in transit for non-quality related warranty claims.

Did not return the product without authorization after you have requested a refund. If you have any product issues, please contact our customer service first.