Returns, Refunds & Store Policies

Returns & Refund Policy

At KAEILO, we are committed to providing high-quality products and an excellent shopping experience. If you are not completely satisfied with your purchase, we are here to help.

Order Cancellations

If you need to change or cancel your order, please contact us within 24 hours of placing your order.

After 24 hours, your order may have entered the processing or fulfilment stage, and we may no longer be able to cancel or modify it.

If your cancellation is approved within the 24-hour period, we will process your refund as soon as possible. Please allow your payment provider additional time to complete the refund.

Returns

We offer a 30-day return period beginning from the date your order is delivered.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • The item must be returned in its original packaging where applicable.

  • You must provide your order number.

  • The return must be approved by KAEILO before the item is shipped back.

To request a return, please contact us within 30 days of delivery and provide your order number and the reason for the return.

Items that have been used, worn, damaged through misuse, or returned outside the 30-day period may not be eligible for a refund.

KAEILO reserves the right to refuse returns that do not meet the requirements of this policy.

Return Shipping

Customers are generally responsible for the cost of return shipping unless the item arrived damaged, defective, incorrect, or otherwise qualifies for a return at our expense.

We recommend using a tracked shipping service when returning an item, as KAEILO cannot be responsible for returns that are lost during transit.

Refunds

Once we receive your returned item, we will inspect it to ensure that it meets our return requirements.

After your return has been approved, your refund will be issued to the original payment method.

Please allow your bank or payment provider additional time to process and display the refund in your account.

If you have not received your refund after the expected processing period, please contact your payment provider first. If you still need assistance, contact KAEILO Customer Support.

Please note that original shipping charges may be non-refundable unless the return is due to an error on our part, a defective product, or another situation where applicable law requires otherwise.

Damaged or Defective Items

We carefully package our products before shipping. However, if your item arrives damaged or defective, please contact us within 48 hours of delivery.

Please email us with:

  • Your order number

  • A description of the issue

  • Clear photographs showing the damage or defect

  • Photographs of the packaging, where relevant

After reviewing your claim, we will determine the appropriate solution, which may include a replacement, refund, or another suitable resolution.

Damage caused by normal wear and tear, misuse, accidents, or improper use is not considered a manufacturing defect.

Shipping & Delivery

We work to process and deliver orders as quickly as possible.

However, delivery times may be affected by circumstances outside our control, including courier delays, customs procedures, weather, strikes, or other unforeseen circumstances.

Once an order has been handed to the shipping carrier, KAEILO cannot guarantee the carrier's delivery timeframe.

If your tracking information indicates that your package has been delivered but you cannot locate it, please contact the shipping carrier for assistance. We may also assist where possible.

Fraud Prevention

To protect our customers and KAEILO from fraudulent transactions, orders may be reviewed for security purposes.

We may verify billing and shipping information and, where necessary, request additional information to confirm an order.

If we identify activity that appears to be fraudulent or unauthorized, we reserve the right to cancel or decline the transaction and notify the customer where appropriate.

Currency & Payment

Depending on your location and payment method, your bank or payment provider may apply currency-conversion fees or exchange-rate charges.

These charges are determined by your financial institution or payment provider and are outside KAEILO's control.

Contact Us

If you have questions about an order, return, refund, or any of our policies, please contact KAEILO Customer Support at:

support@kaeilo.com

We are happy to help.