Refund policy

Last updated: August 7, 2026

Start a Return Request

Sign in with the email address associated with your order, open the delivered order, and select Return items. Requests require KAYLULU review and are not automatically approved.

Photo or video evidence is required. Email clear evidence to hello@kaylulu.ca with your order number.

Eligibility

KAYLULU accepts return, replacement, or refund requests only for a verified quality defect, shipping damage, missing parts, or an incorrect item. Change of mind, personal preference, incorrect size selection, accidental orders, and other non-quality reasons are not eligible.

30-Day Claim Period

Submit the request within 30 days after delivery with the order number, issue description, and clear photos or video. Late claims may not be accepted, except where required by law.

Used or Opened Items

An opened, assembled, or reasonably used item may qualify for a verified quality defect. Normal wear, misuse, improper assembly, accidental damage, unauthorized repair, or failure to follow instructions is not a quality defect.

Return Shipping

For an approved quality-related claim, KAYLULU will provide instructions and, when a return is required, arrange or cover reasonable return shipping. Unauthorized and collect-on-delivery returns are not accepted.

Refunds

Approved refunds are issued to the original payment method. Processing time depends on the bank or payment provider. Original shipping charges are refundable only when required by law or when the refund results from our error or a verified product issue.

Cancellations

Before processing or fulfillment starts: Contact hello@kaylulu.ca as soon as possible.

After processing or fulfillment starts, but before shipment: The order may be cancelled with a 10% processing fee; 90% of the order amount will be refunded, except where prohibited by law.

After shipment: The order cannot be cancelled. Non-quality returns or refunds are not accepted. Verified quality defects, shipping damage, missing parts, or incorrect items remain covered.