Return Policy

Thank you for shopping with Kala. We want your return experience to be clear and simple. Kala offers 30 Days Free Returns on eligible items, subject to the conditions below.

30-Day Return Window

Eligible items may be returned within 30 days of delivery. To begin a return, customers must contact our customer service team first to receive the correct return instructions and return details.

Returns sent without contacting customer service first may not be accepted.

Return Eligibility

To qualify for a return, the item must meet the following conditions:

• The return request is made within 30 days of delivery.
• The item is unused, undamaged, and in its original condition.
• The item includes all original packaging, accessories, manuals, and included parts, where applicable.
• The item is not marked as final sale or otherwise listed as non-returnable.
• The customer has contacted Kala customer service before sending the return.

Item Condition

Returned items must be clean, unused, and complete. Items that show signs of use, damage, missing parts, altered packaging, or unauthorized return handling may be refused or may not qualify for a full refund.

Non-Returnable Items

Some items may not be eligible for return. Non-returnable items may include:

• Items marked final sale at the time of purchase
• Used, damaged, altered, or incomplete items
• Items returned without original packaging or included accessories
• Items sent back without first contacting customer service
• Gift cards, digital items, or other non-physical products, if applicable

How to Start a Return

To start a return, please contact our customer service team at [email protected]. Please do not send any item back before receiving return instructions.

Please include the following information in your message:

• Your full name
• Your order number
• The email address used to place the order
• The item you would like to return
• The reason for your return request
• Photos, if the item arrived damaged, defective, or incorrect

Return Instructions and Return Details

After your request is reviewed, Kala customer service will provide the correct return instructions and return details. Please contact our customer service team at [email protected] to receive the correct return instructions and return details.

We do not display a fixed return address on this page. Returns must be sent only according to the instructions provided by customer service.

Return Shipping Cost

Kala offers 30 Days Free Returns for eligible items returned within the 30-day return window. Return shipping instructions will be provided after you contact customer service and your return request is reviewed.

Items sent without authorization or outside the provided instructions may not be accepted.

Refund Process

Once your returned item is received and inspected, we will review whether it meets the return eligibility requirements. Approved refunds will be processed within 3–15 days after the returned item is received and inspected.

Refunds are generally issued to the original payment method used for the order. Depending on your payment provider or bank, additional posting time may apply after the refund is processed.

Exchanges

If you would like to exchange an item, please contact Kala customer service at [email protected]. Exchange availability may depend on item condition, eligibility, and product availability.

If the requested exchange item is unavailable, customer service may provide return or refund instructions instead.

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at [email protected]. Include your order number, a description of the issue, and clear photos of the item and packaging.

Our team will review your message and provide the next available support steps.

Final Sale Items

Items marked as final sale are not eligible for return, refund, or exchange unless required by applicable law or unless the item arrives damaged, defective, or incorrect.

Contact Information

For return questions, refund updates, exchange requests, or help with damaged or wrong items, please contact Kala customer service:

Email: [email protected]

Need Help?

Please contact our customer service team before sending any return. We will provide the correct return instructions and return details so your request can be reviewed properly.