Returns & Exchanges

30-Day Return Policy

You may request a return within 30 days of delivery.

To be eligible for return:

• The item must be unworn and unused.
• The item must be clean, undamaged, and in resellable condition.
• The item should be returned with its original packaging whenever reasonably possible.
• You must contact Kailora and receive return instructions before sending the item back.
• Items marked Final Sale on the product page are not eligible for change-of-mind returns.

For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are not refundable unless Kailora sent the wrong item or the item arrived damaged.

Returns sent without prior approval, to an incorrect address, or using a shipping method that cannot be tracked may not be accepted.

Natural and Handmade Variations

Natural stones, yak bone, woven cord, handmade components, and hand-finished metal details may vary slightly in color, pattern, transparency, inclusions, texture, alignment, and finish.

These natural and handmade variations are not considered defects. Significant breakage, missing components, incorrect products, or structural problems should be reported to Kailora for review.

Damaged, Incomplete, or Incorrect Orders

If an item arrives damaged, incomplete, or incorrect, contact Kailora as soon as possible after delivery.

Please provide:

• Your order number.
• The email address used at checkout.
• Clear photos of the item.
• Clear photos of the packaging and shipping label.
• A short description of the issue.
• A video where movement or a structural problem cannot be shown clearly in photographs.

Do not discard the item or packaging until Kailora has reviewed the request. After review, Kailora will provide an appropriate resolution based on the circumstances, which may include replacement, reshipment, partial refund, or full refund.

Return Exclusions

A return may be refused or have its refund reduced when an item is not eligible under this policy, including:

• Items that have been worn, used, soiled, damaged, or altered after delivery.
• Damage caused by improper use, accidental impact, pulling, crushing, or external force.
• Damage or surface changes caused by showering, swimming, soaking, prolonged perspiration, or exposure to water.
• Exposure to perfume, lotions, cosmetics, household chemicals, cleaning products, or extreme conditions.
• Unauthorized repair, resizing, modification, or alteration.
• Natural variations in stone, bone, woven materials, or handmade finish.
• Choosing an incorrect size where the product measurements and fit guidance were accurately disclosed.
• Items clearly marked Final Sale on the product page.

How to Request a Return or Report an Order Issue

Email kailora.energy@gmail.com and include your order number, checkout email, reason for contacting us, and supporting photos or video where relevant.

Once the request is reviewed and approved, Kailora will provide the correct return address and next steps.

Do not send a return to the sender address shown on the parcel or to any address found elsewhere without written instructions from Kailora.

Refunds

Once an approved return is received and inspected, Kailora will notify you of the result.

If the return is accepted:

• The eligible refund will be issued to the original payment method.
• Original shipping charges are not refundable for change-of-mind returns.
• Any refund for customs duties or import charges depends on whether those amounts were charged to the customer and can be recovered.
• Your payment provider may require additional processing time before the refund appears in your account.

Kailora may reduce or refuse a refund if the returned item shows wear, damage, missing components, unauthorized alteration, or another condition that makes it ineligible under this policy.

Exchanges

Where stock is available, Kailora may offer an exchange after reviewing the original item and the requested replacement. Exchange availability is not guaranteed.

For a change-of-mind exchange, the customer is responsible for return shipping and any applicable shipping cost for the replacement item. If Kailora sent the wrong item or confirms that an item arrived damaged, Kailora will provide an appropriate resolution without charging the customer for the replacement shipment.