Refund policy

Return and Refund Policy

Last updated: August 19, 2026

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

Return Eligibility

To be eligible for a return, your item must be in the same condition in which you received it: unworn or unused, with its original tags, accessories, manuals, components, and packaging. You will also need your order number and receipt or proof of purchase.

Items returned without prior authorization will not be accepted.

How to Request a Return

To start a return, contact us at contact@kaelplay.com and include:

Your full name
Your order number
The item you want to return
The reason for the return
Photographs if the item arrived damaged, defective, or incorrect

If your return is accepted, we will provide the appropriate return address and instructions for sending your package.

Returns must be mailed to the address provided in our return authorization. Do not return an item to the address shown on the original shipping label unless we specifically instruct you to do so.

You can always contact us with questions about a return at contact@kaelplay.com.

Return Shipping and Fees

Customers are responsible for return shipping costs when returning an item because of a change of mind, an incorrect size selection, or another reason not caused by KaelPlay or the fulfillment process.

If an item arrives damaged, defective, or different from what was ordered, KaelPlay will cover the reasonable cost of approved return shipping or provide another appropriate resolution.

KaelPlay does not charge a restocking fee for eligible returns.

Original shipping charges are non-refundable unless the return results from a damaged, defective, or incorrect item.

We recommend using a tracked shipping service and retaining your shipping receipt. KaelPlay is not responsible for a return package that is lost or damaged before it reaches the designated return location.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. Contact us at contact@kaelplay.com within 30 calendar days after delivery if the item is damaged or defective, or if you receive the wrong item.

Include your order number and clear photographs of the item, packaging, and shipping label so that we can evaluate the issue and make it right.

After reviewing the claim, we may provide a replacement, refund, or prepaid return instructions, as appropriate.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned, including:

Perishable goods, such as food, flowers, or plants
Personalized, custom-made, or special-order products
Opened personal-care, hygiene, or consumable products
Hazardous materials, flammable liquids, or gases
Gift cards
Items explicitly marked “Final Sale” before purchase
Items that have been used, worn, altered, or damaged after delivery
Items returned without their original tags, packaging, accessories, or components

Please contact us before requesting a return if you have questions or concerns about a specific item.

Exchanges

The fastest way to receive a different item is to return the original eligible item and, once the return is accepted, place a separate order for the new item.

If you received a damaged, defective, or incorrect item, contact us before placing another order so that we can provide the appropriate resolution.

Order Cancellations

To request an order cancellation, contact us at contact@kaelplay.com as soon as possible after placing your order.

We will attempt to cancel orders that have not entered processing or fulfillment. Once an order has been processed or shipped, it cannot be cancelled and must be handled under our regular return process.

Submitting a cancellation request does not guarantee that an order can be cancelled.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days after the returned item is received and inspected.

Please remember that your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at contact@kaelplay.com.

KaelPlay reserves the right to deny a refund if the returned item does not meet the eligibility requirements stated in this policy.