Refund and return policy

Last updated September 2026

The short version

You have 7 days from delivery to request a return.

What can be returned

To be eligible, the item must be in the same condition you received it, unused, with its original packaging. You will also need the receipt or proof of purchase.

How to start a return

Contact us at thekaelostore@gmail.com with your order reference. Approval can take a little time and we will come back to you as soon as we can. If the return is accepted we will send a return shipping label and instructions on where to send the package.

Items sent back without requesting a return first cannot be accepted.

Damaged or wrong items

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or not what you ordered, so we can evaluate it and put it right.

What cannot be returned

Perishable goods, custom or personalised products, and personal care goods cannot be returned. We also cannot accept hazardous materials, flammable liquids or gases. Get in touch if you are unsure about a specific item.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new one.

Cancellations

Orders can be cancelled within 24 hours of being placed, provided they have not already been dispatched.

Refunds

We will let you know once we have received and inspected your return, and whether the refund was approved. If approved, the refund is issued to your original payment method within 10 business days. Your bank or card issuer may take further time to post it.

If more than 15 business days have passed since we approved your refund, please contact thekaelostore@gmail.com.