Refund policy

Last updated: October 6, 2026

This policy explains KAYLULU's voluntary cancellation, return, and refund rules for purchases made through kaylulu.ca. Nothing in this policy limits any mandatory right or remedy available to you under applicable law. If applicable law gives you additional rights, those rights continue to apply.

Before You Order

Furniture and home products can be difficult and costly to move. Before ordering, please review the product's:

  • dimensions, colour, materials, specifications, and configuration;
  • included components and assembly requirements;
  • intended use; and
  • fit in the intended room and through every relevant doorway, hallway, elevator, staircase, and other access route.

Please contact KAYLULU before ordering if you need help understanding information shown on a product page.

Order Cancellations

Customers should contact KAYLULU as soon as possible after placing an order if cancellation is required.

An order may be cancelled for a full refund before fulfillment processing has begun.

Once the order has been submitted for fulfillment, prepared for shipment, or otherwise entered the fulfillment process, it can no longer be voluntarily cancelled, even if the order has not yet been marked as “Fulfilled” in Shopify.

These cancellation rules do not limit any cancellation right you may have under applicable law.

Eligible Product and Fulfillment Issues

Contact KAYLULU within 30 days after confirmed delivery if the product has a material quality or fulfillment issue, including:

  • a manufacturing defect;
  • significant product or transit damage;
  • an incorrect item or materially incorrect product or variant;
  • missing parts or components; or
  • another material issue where the product is not substantially as described or supplied.

The 30-day period begins on the product's confirmed delivery date. A request does not become eligible merely because it was submitted; KAYLULU must first review and verify the issue. After this 30-day claim period, this voluntary policy does not provide a standard return or refund claim, without limiting any right or remedy required by applicable law.

Start a Claim

START A RETURN REQUEST

Start your request through the KAYLULU customer account return-request page and provide a clear description of the problem. Because the online request page does not currently accept attachments, email the supporting evidence to hello@kaylulu.ca with your order number in the subject line.

Evidence and Review

Please provide the reasonable evidence needed to identify and verify the issue. Depending on the circumstances, this may include:

  • clear photographs or video of the product and reported issue;
  • photographs of the packaging or shipping label;
  • photographs of a product label, damaged area, incorrect item, or missing-parts area; and
  • any other information reasonably needed to review the claim.

Please keep the product, parts, and packaging until KAYLULU completes its review or gives you written instructions. Submission of a request does not mean that a return or refund has been approved.

Remedies for Verified Claims

For a verified eligible issue, KAYLULU will determine an appropriate remedy based on the circumstances and applicable obligations. A remedy may include a replacement part or component, replacement item, exchange, approved return, or refund. Not every verified issue will result in a full refund where another appropriate remedy is available and legally permissible.

This does not limit any remedy you are entitled to receive under applicable law.

Reasons Generally Not Eligible

Returns and refunds are generally not accepted for reasons unrelated to a verified product quality or fulfillment issue. Examples include:

  • a change of mind, personal preference, accidental order, or deciding the product is no longer needed;
  • ordering the wrong size, colour, configuration, or model;
  • the product being larger or smaller than expected when its dimensions were accurately listed;
  • the product not fitting the intended room or space, or not fitting through a doorway, hallway, elevator, staircase, or other access route;
  • difficulty assembling the product when the product and components are not defective;
  • expectations that differ from clearly disclosed product specifications; or
  • normal variations in material, texture, grain, finish, or appearance, including reasonable colour differences caused by lighting, photography, screen settings, or normal material variation.

Normal visual or material variation is different from receiving a materially incorrect colour or variant, a product that materially differs from its description, or a genuinely defective product. Those issues may be eligible for review under this policy.

Return Authorization and Return Shipping

Do not send a product back without KAYLULU's prior authorization. An unauthorized return, a return sent to an address not provided for that claim, or a collect-on-delivery return may be refused.

For an approved return:

  1. You contact KAYLULU and submit the required information.
  2. KAYLULU reviews and verifies the claim.
  3. KAYLULU confirms in writing whether a physical return is approved or required.
  4. KAYLULU provides the return instructions that apply to the claim.

When KAYLULU requires a physical return for a verified eligible quality or fulfillment issue, KAYLULU will arrange or cover reasonable return-shipping costs. Customer returns are accepted only after claim-specific authorization and must follow the return instructions KAYLULU provides for that claim.

KAYLULU does not charge a restocking fee for an approved eligible return under this policy.

Refunds and Original Shipping Charges

When a refund is approved, KAYLULU will issue it to the original payment method unless another method is required or agreed. KAYLULU processes the refund after the applicable review and return requirements have been satisfied. Your bank, card issuer, or other payment provider may need additional time to post the refund after KAYLULU processes it.

If a refund results from a verified KAYLULU, product, shipping, or fulfillment issue, the applicable original shipping charge for the refunded product will also be refunded. Original shipping charges are not reimbursed for a non-quality reason that is not eligible under this voluntary policy. These rules do not limit any refund or reimbursement required by applicable law.

Contact Us

Start a return request through your KAYLULU customer account and send supporting evidence to hello@kaylulu.ca. You may also contact us by live chat on kaylulu.ca.