At kaelisintelligencegrid.store, we want our customers to have a clear and straightforward experience when requesting a return, exchange, or refund. This Refund and Return Policy explains the applicable eligibility requirements, return process, exchange conditions, and refund processing times for purchases made through our website.
1. 30-Day Return Period
Customers may request a return within 30 days of the delivery date.
To be eligible for a return, the item must generally:
- Be unworn and unused
- Be unwashed and free from stains, odors, or other signs of use
- Remain in its original condition
- Have original tags attached, where applicable
- Include the original packaging, where reasonably possible
- Be accompanied by valid order information or proof of purchase
Items that do not meet these requirements may be refused or may not qualify for a full refund, except where otherwise required by applicable law.
2. Non-Returnable Items
Certain items may not be eligible for return where permitted by applicable law, including products that have been worn, washed, damaged, altered, or otherwise used after delivery.
If a product is specifically identified on its product page as non-returnable, the applicable restriction will also apply, subject to any rights that cannot legally be excluded.
3. Return Request Process
To request a return, please follow these steps:
Step 1 — Contact Us
Contact our customer service team through the contact form available on kaelisintelligencegrid.store within 30 days of receiving your order.
Please provide:
- Order number
- Customer name
- Email address used for the order
- Item(s) you wish to return
- Reason for the return
- Photos, if the item is damaged, defective, or incorrect
Step 2 — Return Authorization
Our customer service team will review the request and provide return instructions if the item qualifies for return.
Please do not send an item back before receiving return instructions or authorization, as an unauthorized return may cause processing delays.
Step 3 — Ship the Return
After receiving authorization, carefully package the item and send it to the return address provided below or in the return instructions.
Step 4 — Inspection
Once the returned item is received, we will inspect it to confirm that it meets the applicable return conditions.
4. Return Address
Return Address:
Please include your order number or other identifying information with the returned package so that we can match the return to the correct order.
5. Return Shipping Costs
If the return is due to a defective, damaged, incorrect, or otherwise incorrectly fulfilled item, please contact us before returning the product. Where appropriate, we may provide return instructions or address the reasonable return shipping cost in accordance with applicable law and the circumstances of the order.
For returns based on reasons such as a change of mind, preference, or incorrect size selection, the customer may be responsible for the applicable return shipping cost unless otherwise stated or required by law.
6. Exchanges
We may accept exchanges for eligible products subject to product availability.
To request an exchange:
- Contact us within 30 days of delivery.
- Provide your order number and the item you wish to exchange.
- Specify the preferred replacement size, color, or eligible alternative.
- Wait for our return instructions before shipping the item.
- Return the original item in accordance with the return requirements.
Exchange requests are subject to availability. If the requested replacement is unavailable, we may offer an alternative solution or process an eligible refund instead.
The replacement item will generally be arranged after the returned product has been received and inspected.
7. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as reasonably possible after delivery.
Please provide your order number and clear photographs showing the issue when applicable.
After reviewing the information, we may offer an appropriate solution, which may include a replacement, exchange, or refund depending on the circumstances and applicable requirements.
8. Refund Processing
Once an eligible return has been received and inspected, we will generally process the approved refund within 3 business days.
After we issue the refund, the time required for the funds to appear in your account depends on the original payment method and the processing time of your bank or payment provider.
The refund will generally be issued to the original payment method used for the purchase.
9. Partial Refunds
A partial refund may be considered where an item is returned with missing components, damage, signs of use, or other conditions that affect its eligible return value, to the extent permitted by applicable law.
We will communicate any applicable adjustment before or during the refund process where reasonably possible.
10. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing it.
Because orders may enter processing shortly after purchase, we cannot guarantee that a cancellation request can be completed once fulfillment or shipment has begun.
If cancellation is successfully accepted before fulfillment, any applicable refund will be processed to the original payment method.