Refund policy

At Kalyo, we want you to be completely satisfied with your purchase. This policy outlines your rights and our obligations in relation to returns and refunds. As we operate under UK consumer law, your statutory rights are fully protected.

1. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving any reason. To exercise this right, notify us within 14 days of delivery.

Once you have notified us of your decision to cancel, you have a further 14 days to return the item(s). Refunds will be processed within 14 days of us receiving the returned goods or proof of postage, whichever is earlier.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • Returned within 30 days of delivery

  • Item must be unused and in the same condition that you received it

  • Item must be in the original packaging with all tags and accessories

  • Proof of purchase (order confirmation email) must be provided

3. Non-Returnable Items

Certain types of goods are exempt from being returned:

  • Perishable goods such as food, flowers, or plants

  • Intimate or sanitary goods for hygiene reasons

  • Downloadable software or digital products once downloaded

  • Items that have been personalised or custom-made to your specifications

  • Items that have been clearly used, damaged, or altered by the customer

4. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, you are entitled to a full refund or replacement at no additional cost to you. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.

Please contact us within 48 hours of receiving a damaged or faulty item and provide:

  • Your order number

  • A clear description of the fault or damage

  • Photographs or video evidence of the issue

5. How to Initiate a Return

To start a return, please contact us via email  your order number and reason for return. Our team will respond within 2 business days with return instructions. Please do not send your item back without first contacting us.

6. Return Shipping Costs

  • If the item is faulty, not as described, or damaged: we will cover all return postage costs

  • If you are returning an item under the cooling-off right or because you changed your mind: return postage costs are the responsibility of the customer

We recommend using a tracked shipping service for returns, as we cannot be responsible for items lost in transit.

7. Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original payment method within 5–10 business days, depending on your card issuer or payment provider.

Refunds will not include original shipping charges unless the item was faulty or an error was made on our part.

8. Late or Missing Refunds

If you have not received your refund after 10 business days, please first check with your bank or payment provider, as processing times vary. If you have done this and still have not received your refund, contact us 

9. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us. Please note that due to our dropshipping model, stock availability may be subject to supplier inventory levels.