Return & Refund Policy

RETURN & REFUND POLICY

Last updated: 27 September 2026

At Kaylumi, we want you to be happy with your purchase. If you're not, you can return it. This policy explains how.

1. YOUR RIGHT TO RETURN

You can cancel your order and return your item(s) within 30 days of receiving them, without giving a reason. This is longer than the 14 days required by law.

To return an item:

- Let us know within 30 days of receiving your order
- Send the item back within 14 days of letting us know
- Include your order number

You may handle and inspect the item as you would in a shop. If an item has been used beyond that, or is returned damaged or incomplete, we may reduce the refund to reflect the loss in value.

2. RETURN SHIPPING COSTS

The cost of returning an item is paid by the customer, unless the item is faulty, damaged or incorrect (see section 6).

We recommend using a tracked shipping service, as we cannot refund items that do not reach us. Please pack lighting carefully, preferably in the original packaging, to prevent damage in transit.

3. HOW TO REQUEST A RETURN

Please email us at hello@kaylumi.com with the subject line:
Return Request – Order #[your order number]

We will reply within 2 business days with the return address and instructions.

4. REFUNDS

We will refund you within 14 days of receiving your returned item, or of receiving proof that you have sent it back, whichever is earlier.

Your refund includes:

- The price of the item(s)
- The original standard delivery cost, if you paid for delivery

Refunds are made to your original payment method. Depending on your bank or payment provider, it may take a few extra business days before the amount appears in your account.

We do not charge restocking fees.

5. EXCHANGES

We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order.

6. FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives damaged, is faulty or is not what you ordered, please contact us as soon as possible, ideally within 14 days of delivery, with:

- Your order number
- Clear photos of the item and the packaging

We will offer a replacement or a full refund, including any shipping costs, at no extra cost to you.

This does not affect your statutory rights. If a product develops a fault later on, you remain protected by the consumer laws that apply to you, so please contact us.

7. LATE OR MISSING REFUNDS

If you haven't received your refund within the timeframe above:

1. Check your bank account again
2. Contact your bank or card provider, as processing times can vary

If you still haven't received it, please contact us at hello@kaylumi.com and we will look into it straight away.

8. CONTACT

If you have any questions about returns or refunds, please contact us:

Email: hello@kaylumi.com
Phone: [phone number]
Customer service hours: Monday – Friday, 9:00 – 17:00 (CET)