RETURNS, REFUNDS AND REPLACEMENTS

At Kaelunas, our priority is to ensure every shopper enjoys a positive experience with our crystal collections. While we strive to satisfy all customers, we understand circumstances may arise, and we are ready to work with you to find fair solutions.

Our return window lasts 10 calendar days, starting the day the courier marks your order as delivered. Any requests submitted after this 10-day period will no longer qualify under this policy.

Please keep these notes in mind:

1. We may request photos or supporting evidence for damaged or flawed merchandise. Your cooperation helps our team process your request quickly and minimize delays for you.

2. If your delivery address is incomplete or incorrect and this results in loss or destruction of your package, we cannot offer reshipment, item replacement, or a refund.

ORDER CANCELLATIONS

You may cancel or adjust your order within 24 hours after checkout.

Cancellations requested within this 24-hour window qualify for a full order refund, less a $3 cancellation processing fee. Any modifications to your order are free of charge.

Once 24 hours have passed after your purchase, we cannot accept cancellations or order edits. Most orders begin packing and shipping within one business day of checkout.

DEFECTIVE MERCHANDISE

If your item arrives broken, flawed, or not as described, we will arrange a replacement as quickly as possible.

We may ask you to share supporting proof of the defect. We will keep this process simple to reduce hassle for you.

INCORRECT SIZES

If you receive an item in a size different from what you expected, we can assist with a replacement.

When the received item’s measurements do not match the specifications listed on our size chart, we can send a replacement or issue store credit.

Please be aware we only offer one size-related replacement.

This means after we send your first replacement or grant store credit for sizing issues, we consider the case fully resolved. We ask you to reference our size chart and the first item you receive to pick the correct dimensions for your replacement.

That said, if your replacement arrives damaged, we will send another new item. For damaged replacements, we require photo proof of the damage, and we may ask you to return the defective piece to our fulfillment hub. The customer covers initial shipping costs, and we will reimburse this shipping fee once we receive the returned item.

ITEM NOT RECEIVED

We aim for delivery within 1 weeks after you place your order. If your package has not arrived after 5 weeks, you may request a reshipment or full refund.

Before approving any refund request, we may ask you to check in with your local postal service. Often carriers mark orders as delivered once placed in a mailbox or at your doorway, and packages may be overlooked.

If 4 weeks have passed since your purchase, email us at support@kaelunas.com so we can trace your shipment. Our team will make every effort to locate your package and respond promptly.

NOTE ON COMMUNICATION

A calm, respectful conversation helps us resolve your concerns much more smoothly. This is not intended in any disrespectful manner. Our support team members are real people, and they can serve you best when discussions stay polite and reasonable. Their goal is to troubleshoot your order issues, and they will put in their best effort to assist you.

REFUND GUIDELINES

We are flexible when it comes to replacements and store credit, but refunds are approved only under limited circumstances. If your purchase fails to meet your expectations, we will first offer a replacement. If you decline a replacement, store credit will be provided instead. Full refunds are reviewed case-by-case and are not guaranteed. In most situations, we will resolve your concern via a replacement or store credit rather than a cash refund. If you are unsatisfied with your item or our service, you can reach out to us so we can work toward a resolution.

DISPUTE APPEALS

If you disagree with the decision provided by our support agent, you may submit an appeal for further review. Simply send a follow-up email with the word “Escalate” in the subject line. A senior support team member will examine your case and work to settle your issue. Should you have any questions regarding our return and refund policy, email support@kaelunas.com. Our support team will reply to you within 2 business days.