Refund policy

RETURNS & EXCHANGES

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.


To be eligible for a return, your item must:

  • Be still in original packaging (the inner packaging must not be tampered with)

  • The product was never assembled or used

  • The product and packaging are in full salable condition when received back at our warehouse

If you received a replacement and now wish to return the item, you will need to return both the replacement and original item. If both items are not returned, we cannot honor a refund.

Returns must be initiated within 30 days of delivery. Items received after this window, or in heavily worn/used condition, will not be eligible for a refund, exchange, or replacement.

If you are eligible for a return or exchange based on our policy, please email us at: support@kalotop.com

The packing slip or receipt included with your order is not a return label, and NO RMA is required. We do not provide prepaid return labels or cover return shipping costs, and original shipping fees are non-refundable.

If a package is refused or returned to us as "Return to Sender," you will be responsible for the return shipping charges. Refused packages are also subject to a restocking or handling fee, which will be deducted from any eligible refund once the item is received back at our facility.

Be sure to include the following information with your return: Name/Email used for the order, Order Number, Reason for Return, or indicate the item you wish to exchange for. You can use a piece of paper, enclosed packing slip, or a print out of your email confirmation. This will allow for faster processing.

Processing can take 7-14 Days once we receive it.

High-Value Returns: If you are returning an item valued over $75, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item otherwise.

A Note From Us: As a growing small business, we truly care about your experience. If you encounter any issues with your product, please reach out and let us know- your feedback helps us improve and serve you better in the future.

REFUNDS

Please allow 7-14 business days for returns to be processed. Once it has arrived back at our facility. You will be notified should the return be approved or rejected and refund denied.

If approved, the refund will be returned to the original method of payment within 3-5 business days.

Should you not see the funds returned to the original method of payment by the 5th business day, please contact support@kalotop.com to verify the refund has been processed.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

LATE OR MISSING REFUNDS

If it has surpassed 5 business days since your return was processed and you have not seen an email notification regarding its status, be sure to check your Junk/SPAM folder, as these messages can sometimes end up there.

Should no message be found, or if you are not seeing the funds returned to the original method of payment by the 5th business day, please contact support@kalotop.com to verify the refund has been processed.

MISSING ITEM(S)

Contact support@kalotop.com within 5 days of receiving your order. If the package appears tampered with, we encourage you to also submit a claim with the carrier.

Verify the packing slip, which will list all items enclosed in your package/order. Should any items listed be missing from the package, when contacting us, please include photo verification of the following: packing slip, all contents from the package, and the shipping label.

We do ask to be notified immediately of any potential missing items. Should the order delivery date surpass 5 days and we have not received the verification requested, we will assume the order was received in accordance with our records, and therefore we will be unable to offer any sort of compensation.