Refund policy

Thank you for shopping with Kaltro. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, you may request a return in accordance with the policy below.

1. Return Period

You may return eligible products within 14 days from the date your order is delivered.

2. Return Eligibility

To qualify for a return, your item must:

• Be unused and in its original condition.
• Be returned in the original packaging whenever possible.
• Include all accessories, manuals and supplied components.
• Be accompanied by proof of purchase or your order number.

3. Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged, defective or incorrect:

• Personalised or custom-made products.
• Products showing signs of use or accidental damage after delivery.
• Items returned after the 14-day return period.
• Opened hygiene or personal care products where returns are restricted for health and safety reasons.

4. How to Request a Return

Please contact our Customer Support Team before returning any item. Include your order number together with the reason for your return. We will provide instructions on how to return your order.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless the item received is faulty, damaged or supplied incorrectly by Kaltro.

6. Inspection of Returned Items

All returned products are inspected after they arrive at our returns facility. Once your return has been approved, your refund will be processed.

7. Refunds

Approved refunds are issued to your original payment method within 7 business days after the returned item has been received and successfully inspected.

Your payment provider or bank may require additional processing time before the refund appears in your account.

8. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or you receive the wrong item, please contact our Customer Support Team as soon as possible after delivery. We will investigate the issue and arrange an appropriate replacement, exchange or refund where applicable.

9. Order Cancellations

Orders may only be cancelled before dispatch. Once an order has been shipped, it must follow the return procedure described in this policy.

10. Business Information

Store Name: Kaltro
Business Address:
43 Miriam Rd
London SE18 1RF
United Kingdom

By placing an order with Kaltro, you acknowledge that you have read, understood and accepted this Return & Refund Policy.