Refund policy

We want your experience to be perfect. You have 30 days from the date you receive your order to request a return.

This period includes and extends the European Union's 14-day legal right of withdrawal, which allows you to cancel your order for any reason within that timeframe.

Conditions for Returns

To be eligible for a return, your item must be in the same condition that you received it: unused, unopened, with all seals and tags intact, and in its original packaging. You will also need the receipt or proof of purchase.

How to Initiate a Return

We offer two ways to request your return:

  1. Recommended Method (Customer Portal): This is the fastest and easiest way.

    • Log in to your customer account via this link: https://shopify.com/71627931823/account

    • Navigate to your Order History.

    • Select the order you wish to return and click the "Request Return" button.

    • Follow the on-screen instructions to complete your request.

  2. Alternative Method (Email): If you purchased as a guest or prefer manual processing, please contact us at info@kaleokaleo.com.

Important Notes:

  • Returns must be sent to the following address: ARAMEX CENTRE.

  • If your return is accepted, we will provide a prepaid return shipping label along with instructions on how and where to send your package.

  • Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items

For hygiene and health protection reasons, returns will not be accepted for items that have been unsealed, opened, or used. This specifically includes perfumes, cosmetics, and any personal care items.

Additionally, we cannot accept returns for:

  • Custom products (such as special orders or personalized items).

  • Perishable goods.

  • Hazardous materials, flammable liquids, or gases.

  • Sale items or gift cards.

If you have questions or concerns about a specific item, please reach out to us.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@kaleokaleo.com.