Refund policy

Last Updated: August 17, 2026

RETURN & REFUND POLICY

Eligibility for Returns

We want you to love your Kaloud purchase! If something isn’t quite right, you can return most items within 14 days of delivery for a full refund, as long as they are:

Unused, undamaged, and in their original packaging (including all tags, accessories, and manuals).
Accompanied by proof of purchase (like your order confirmation email) and the product serial number.

“Original condition” means the item hasn’t been used, altered, or damaged beyond normal inspection. If you’re unsure whether your item qualifies, just drop us a line—we’re here to help!

Non-Returnable Items

To ensure fairness and quality, some items cannot be returned:

Gift cards
Sale or clearance items
Aeolis Hoses
Aeolis Hose Tips
Cybele Compostable Mouth Tips
All our Krysalis Hookah Systems (Calix, Eltheria, Monarch)
Ayara Filters
Ayara Filter Adapters
Krysalis Upward Purge 2.0
Opened consumables (e.g., charcoal)

Non-returnable items remain covered for manufacturing defects under the applicable Kaloud Limited Warranty—see our Warranty Policy. EU & UK consumers: statutory withdrawal rights may apply notwithstanding this list—see “Customers in the EU & UK” below.

Return Process

Returning an item is easy! Here’s how it works:

Submit a Return Request: Email us at interact@kaloud.com with your order number and reason for the return.
Receive Return Instructions: If your return is approved, we’ll send you instructions, including the return shipping address.
Ship the Item: You’ll be responsible for return shipping costs unless the return is due to our error (for example, we shipped the wrong item), in which case we’ll cover or refund reasonable return shipping. Defective products are handled under the Kaloud Limited Warranty rather than this return process. All return shipments must include a tracking number.
Inspection & Refund: Once we receive and inspect your item (usually within 3-5 business days), we’ll process your refund to your original payment method within 2-3 business days. Depending on your bank or credit card provider, it may take an additional 5-10 business days for the refund to appear on your statement.

Note: When requesting a return or exchange, the customer must accurately describe the item’s condition and disclose any known damage, defect, use, alteration, or missing parts.

All returned merchandise is inspected upon receipt by Kaloud. If an item arrives back at Kaloud damaged, defective, incomplete, used, altered, or in a condition materially different from what was disclosed in the return request, Kaloud may pause processing, request additional information, deny the return or exchange, or issue a partial refund based on the item’s actual condition. Unless Kaloud provides the return shipping label or expressly agrees otherwise in writing, the customer is responsible for safely packaging the returned merchandise and bears the risk of loss or damage while the return is in transit to Kaloud. Any claim for damage occurring during return shipment must be pursued with the return carrier.

Partial Refunds & Restocking Fees

In some cases, we may issue a partial refund instead of a full one:

If the item isn’t in its original condition, is damaged, or is missing parts for reasons not due to our error.
If the item is returned more than 14 days after delivery.
For returns not due to our error (e.g., if you change your mind), a 10% restocking fee may apply and will be deducted from your refund.

Exchanges

If you received a defective item, we’ll replace it under our limited lifetime warranty policy (check out the full details https://kaloud.com/pages/warranty-registration). You can also exchange a product within 14 days of delivery if it was ordered incorrectly, as long as it’s unused and in its original packaging. To start an exchange, email us at interact@kaloud.com.

Note:

Manufacturing defects are evaluated under the applicable Kaloud Limited Warranty Policy. Damage occurring while an order is being shipped from Kaloud to the customer is governed by the Shipping Liability and Route Package Protection provisions above.

Eligible products may also be exchanged within 14 days of delivery if they are unused, complete, and in their original packaging.

Refund Processing & Late Refunds

Refunds are issued to your original payment method. Once processed, they may take 5-10 business days to appear on your statement, depending on your bank or credit card provider. If you haven’t seen your refund after this time, please check with your bank first, then let us know at interact@kaloud.com—we’ll help sort it out!

Non-Refundable Costs: Original shipping fees, return shipping costs, and expedited shipping charges are non-refundable unless the return is due to our error.

Gifts

If your item was marked as a gift when purchased and shipped directly to you, we’ll issue a gift credit for the value of your return. If it wasn’t marked as a gift, the refund will go to the original purchaser.

Return Address

Please send all returns to:

Kaloud Returns Department

5300 Ontario Mills Pkwy
Suite 100
Ontario, CA 91764

You must use a shipping method with tracking to ensure your return arrives safely. We’re not responsible for items lost in transit without a tracking number.

European Union returns:

Kaloud Europe GmbH

Traberhof 13
41836 Hückelhoven
Germany

Customers outside the U.S.: please contact interact@kaloud.com before shipping any return so we can confirm the correct return address and process for your region.

CUSTOMERS IN THE EU & UK — YOUR STATUTORY RIGHTS

If you are a consumer in the European Union or the United Kingdom, nothing in this policy limits your statutory rights, and where this policy conflicts with those rights, your statutory rights prevail.

Right of withdrawal: You may withdraw from your purchase within 14 days of the day you (or a person you designate) receive the goods, without giving a reason. To exercise this right, email interact@kaloud.com with a clear statement of your decision to withdraw (a model withdrawal form is available from us on request), and return the goods within 14 days of your notice. You bear the direct cost of returning the goods. We will refund all payments received, including standard delivery costs (excluding any premium delivery option you selected), within 14 days of your withdrawal, and we may withhold the refund until we have received the goods back or you provide proof of sending. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions: The right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery (for example, mouth tips, hose mouthpieces, and sealed filters), or to goods made to your specifications or clearly personalized (for example, custom engraving).

EU/UK returns: Please contact interact@kaloud.com before returning goods so we can direct your return to Kaloud Europe GmbH or the correct regional facility.

Legal guarantee of conformity: Independently of any Kaloud commercial warranty, EU consumers benefit from a legal guarantee of conformity of at least two years from delivery, and UK consumers have remedies under the Consumer Rights Act 2015, including a 30-day short-term right to reject faulty goods. Our commercial warranty does not limit these rights.

ORDER CANCELLATION POLICY

Changed your mind? No problem! You can cancel your order within 24 hours of placement by emailing us at interact@kaloud.com. If your order has already been processed or shipped, it can’t be canceled, but you can return it following our standard return policy. Refunds for canceled orders will be processed within 5-7 business days to your original payment method.

CHARGEBACK & DISPUTE POLICY

We’re here to make things right! If you have any issue with your order, please contact us at interact@kaloud.com as soon as possible—and in any event before initiating a chargeback—so we have the opportunity to resolve it. We aim to resolve concerns within 5 business days. Initiating a chargeback without first giving us the chance to help may result in suspension of your ability to purchase from Kaloud in the future.

If a chargeback is filed, we reserve the right to provide supporting documentation (such as proof of shipment, delivery confirmation, and our communications with you) to the payment provider, and to dispute chargebacks we believe to be invalid.

FRAUD PREVENTION MEASURES

To keep our community safe, we take steps to prevent fraudulent orders. We may verify payment and shipping information before processing your order, especially if the billing and shipping addresses don’t match or if an order is flagged as high-risk. Orders requiring additional verification may be delayed or canceled at our discretion. If this happens, we’ll reach out to let you know. Thanks for your understanding—it helps protect both you and us!

Kaloud also reserves the right to refuse or limit returns, replacements, refunds, warranty service, or other remedies where we reasonably determine there is evidence of abuse, fraud, repeated or excessive claims, unauthorized resale, counterfeit purchases, misuse, or violation of these policies.

CONTACT US

Have questions about your order or this policy? We’re here for you! Reach out via:

Email: interact@kaloud.com
Live Chat: Available during business hours on our website

GOVERNING LAW

This Shipping & Returns Policy is governed by the laws of the State of Delaware, without regard to its conflict of law principles. Nothing in this policy limits any non-waivable rights you may have under the consumer protection laws of your place of residence. We hope it never comes to that, but we want to be clear just in case!

A FINAL NOTE

We’re so grateful for your trust in Kaloud! We may update this policy from time to time to keep it current, and any changes will be posted here with an updated “Last Updated” date. If you have any suggestions on how we can improve, let us know—we’re always listening.

Happy shopping and thank you for choosing Kaloud!