Refund policy

KALCHA RETURN & REFUND POLICY

We want your KALCHA order to arrive exactly as expected. Please review the policy below before purchasing.

MASKS — FINAL SALE

For hygiene reasons, all face masks and wearable head coverings are final sale and are not eligible for return or exchange, except where the item arrives damaged, defective, or incorrect, or where otherwise required by applicable law.

Please review the product description and images carefully before placing your order.

This policy does not limit any rights you may have under applicable consumer-protection law.

POSTERS

Unused and undamaged posters may be eligible for return within 14 days of delivery.

To be eligible, the poster must be returned in the same condition in which it was received, unused and in its original packaging. Proof of purchase is required.

To request a return, contact us at support@kalcha.co before sending anything back.

Do not send a return without authorization. Unauthorized returns may not be accepted.

Unless the item arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs. Original shipping charges are non-refundable except where required by law.

DAMAGED, DEFECTIVE OR INCORRECT ORDERS

Please inspect your order when it arrives.

If your item arrives damaged or defective, or you receive the wrong item, contact support@kalcha.co as soon as possible after delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos of the item and, when relevant, the packaging

Once reviewed, we may offer an appropriate resolution such as a replacement or refund. We may request additional information before approving a claim.

Do not discard a damaged or incorrect item until we have responded to your claim.

NON-RETURNABLE ITEMS

In addition to masks and wearable head coverings described above, we do not accept returns of:

• Personalized, customized, or made-to-order products where applicable
• Gift cards
• Items that have been worn, used, washed, altered, or damaged after delivery
• Items returned without authorization
• Any other items identified as final sale before purchase

These exclusions apply except where applicable law requires otherwise.

EXCHANGES

We do not offer direct exchanges.

If a return-eligible item is approved for return, you may place a separate order for the item you want.

Masks and other final-sale products cannot be exchanged except in cases involving a damaged, defective, or incorrect item or where required by applicable law.

REFUNDS

If your return is approved, we will notify you after the returned item has been received and inspected.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days after approval for us to process the refund. Your bank or payment provider may require additional time for the refund to appear.

If more than 15 business days have passed since we approved your refund, contact support@kalcha.co

Shipping charges are not refundable unless the refund relates to a damaged, defective, or incorrect order or applicable law requires otherwise.

LOST OR STOLEN PACKAGES

KALCHA is not responsible for packages that are correctly marked as delivered by the carrier but are subsequently lost or stolen.

If tracking shows your package as delivered but you cannot locate it, please check the delivery location, household members, neighbors, and contact the carrier.

If tracking indicates that a package was lost in transit before delivery, contact us and we will review the shipment with the carrier.

Nothing in this section limits rights that cannot legally be excluded.

INCORRECT SHIPPING ADDRESSES

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed once an order has entered processing or fulfillment.

Additional shipping costs resulting from an incorrect or incomplete address may be the customer's responsibility where permitted by law.

ORDER CANCELLATIONS

Orders begin processing shortly after they are placed. We cannot guarantee that an order can be changed or canceled after submission.

Contact us as soon as possible if you need assistance.

EUROPEAN UNION / EEA CONSUMERS

If your order is delivered to a jurisdiction where mandatory consumer withdrawal rights apply, those rights remain available to you notwithstanding other provisions of this policy.

For qualifying distance purchases in the European Union, consumers generally have 14 days after delivery to exercise the right of withdrawal without providing a reason, subject to applicable exceptions.

Certain goods may be excluded, including sealed goods that are unsuitable for return for health-protection or hygiene reasons once the seal has been broken. Whether a particular product qualifies for an exception depends on the applicable law and circumstances.

Where the statutory right of withdrawal applies, the customer generally bears the direct cost of returning the goods if properly informed of that responsibility in advance.

Nothing in this policy is intended to restrict mandatory consumer rights available under applicable law.

CONTACT

For return, refund, damaged-order, or other order-related questions:

KALCHA
Email: support@kalcha.co