Shipping & Returns

Last Updated: October 30, 2026

Thank you for shopping with Kaloud. This policy explains shipping, split deliveries, returns, cancellations, and order support for purchases on Kaloud.com. It forms part of the terms provided before you place an order. Your mandatory consumer rights apply in addition to our voluntary policies and prevail where there is a conflict. For help, contact interact@kaloud.com.

Company contact: Kaloud, Inc., 1534 North Moorpark Road, No. 410, Thousand Oaks, CA 91360 USA. The seller identified for your order remains responsible for its statutory seller obligations. This correspondence address is not automatically the return destination; use the return instructions for your item.

AGE REQUIREMENT

You must be at least 21 years old (or the legal minimum age in your jurisdiction, whichever is higher) to purchase from Kaloud. Kaloud reserves the right to request age verification before completing or fulfilling any order, and to cancel any order where verification is required and cannot be completed.

SHIPPING POLICY

Order Processing & Shipping Times

In-stock orders are typically processed and dispatched within 1–2 business days, Monday–Friday excluding applicable holidays. Any different dispatch time shown for an item or agreed when you order applies. The carrier’s transit time starts after dispatch. Once a shipment is dispatched, we will send the available tracking information.

If we cannot dispatch an item within the applicable timeframe, we will notify you, explain the revised timing where we can reasonably estimate it, and provide any required option to consent to the delay or cancel and receive a refund. We will seek consent where required; we will not treat an order as permission for an indefinite delay. Dispatching part of an order does not restart the timeframe for the remaining items. Refunds will be made within the applicable legal deadline.

Split Shipments and Delivery Timing

Kaloud may fulfill your order, including items purchased as part of a bundle, in one or more shipments from different warehouses or fulfillment locations. Items may be shipped separately, handled by different carriers, and delivered on different dates. If Kaloud chooses to split your order, you will not be charged any additional shipping fees as a result.

Each shipment may have separate tracking information. If part of your order has not arrived, contact interact@kaloud.com with your order number so we can help investigate. A delivered parcel does not by itself establish that every item in the order has been delivered.

Splitting an order does not extend a binding dispatch or delivery deadline, change the shipping service agreed for the order, or turn one order into separate contracts. Any rights concerning late delivery, cancellation, refunds, and lost or damaged goods remain subject to applicable law. Import duties, taxes, and customs-clearance charges are addressed under International Shipping below.

Shipping Methods & Estimated Delivery Times

Available services and charges depend on your destination and are shown before checkout is completed. For eligible US orders, the currently listed options are:

Ground Shipping: 2–7 days; free on eligible orders of US$100 or more.
Expedited Shipping: estimated within four business days; the applicable rate is shown at checkout.

For other destinations, available services, free-shipping eligibility, thresholds, currency and exclusions are shown at checkout. An option is available only when it is offered for your order.

These are transit estimates for the applicable service and route, not processing times or guarantees. Carrier or freight-forwarder delays, customs clearance, severe weather, and other disruptions may affect delivery. Any binding delivery commitment or deadline imposed by applicable law still applies.

Orders received after 11:00 AM Pacific Time may be dispatched the next business day, including orders using expedited services. The service and any cutoff or eligibility restrictions shown for your order before payment apply.

Signature requirements: Orders over $200 may require a signature. An adult signature may also be required where applicable law calls for age verification. Follow the carrier’s collection or redelivery instructions if a required signature cannot be obtained. A delivery scan does not by itself resolve a disputed-delivery claim.

Address Accuracy & Delivery Issues

Please check your shipping address and contact details before submitting your order. Contact interact@kaloud.com promptly if you notice an error; changes may be unavailable after processing or dispatch.

Where permitted by law, we may charge reasonable additional shipping or handling costs caused by an incorrect address you supplied, an unjustified refusal of delivery, or failure to pay import charges for which you were properly informed you were responsible. We will explain any proposed charge or deduction. These provisions do not apply to costs caused by Kaloud’s error or override a valid statutory cancellation, withdrawal, rejection, or other remedy.

If tracking shows ‘Delivered’ but you have not received the package, check with other members of your household, your designated recipient, and any delivery location you authorized. Contact us promptly if the package is still missing. We will review the carrier’s evidence and the information you provide; you do not need to prove that the carrier is at fault before reporting the issue to us.

Responsibility for Delivery, Loss, and Damage

Responsibility for loss, damage, or non-delivery is determined by the lawful terms of your order and applicable law. Dispatch to a carrier does not eliminate obligations that the law places on Kaloud.

EU and UK consumers: Where we select or offer the carrier, goods remain at the seller’s risk until you or a person you designate, other than the carrier, physically receive them. A different rule may apply if you independently commission a carrier that we did not offer.

U.S. orders: Where applicable law treats the order as a shipment contract, risk of accidental loss or damage may pass when conforming goods are properly handed to the carrier. This does not apply where the contract or applicable law requires risk to remain with Kaloud until delivery, or where Kaloud’s breach keeps the risk with us. Mandatory consumer protections and remedies remain unaffected.

Other destinations: The applicable local rules govern; this policy does not impose a universal transfer of risk at dispatch.

Contact interact@kaloud.com about a shipment issue. We will investigate the available evidence, assist with relevant carrier or protection-service claims, and provide any remedy required by applicable law. If a loss occurs after risk has lawfully passed to you and no breach or other legal responsibility of Kaloud is involved, replacement or reimbursement may depend on an applicable carrier claim, purchased protection, or discretionary goodwill.

Optional Route Package Protection

Route Package Protection may be available at checkout as an optional third-party service for eligible shipment issues. Its price, coverage, exclusions, procedures, and claim deadlines are governed by the terms presented with that option. Review those terms before purchase.

If you purchase Route and wish to claim under its service, follow its claims instructions promptly. We will provide relevant order or shipment information to assist. Route’s deadlines govern its service; they do not shorten any separate legal deadline for a claim against the seller.

You are not required to purchase Route to exercise your statutory rights. Declining it does not waive those rights or remove any legal delivery obligation of Kaloud. You may contact interact@kaloud.com about the order whether or not you purchased protection. Where another party has already compensated you for the same loss, we may coordinate the available remedies to avoid duplicate recovery, subject to applicable law.

Goodwill and Exceptions

Kaloud may make reasonable exceptions or offer goodwill assistance beyond what our policies or applicable law require. A discretionary goodwill resolution does not automatically change the policy or create an entitlement to the same discretionary treatment in another case. Any binding agreement made to resolve a specific case will be honored. Statutory remedies are not discretionary goodwill.

Carrier Delivery Confirmations

Carrier tracking, delivery photographs, signatures, delivery-location information, and other available records may be used to investigate a delivery dispute. We will consider those records alongside the information you provide. A tracking status of ‘Delivered’ is not treated as conclusive proof that the correct goods reached the correct recipient or authorized location. We may ask for reasonable cooperation and information needed to investigate, without imposing conditions that unlawfully restrict your rights.

Holiday Shopping Advisory

Order early during holidays and other peak periods. We recommend placing holiday orders at least 10 business days before the occasion, and allowing additional time for international shipments. This is planning guidance, not a delivery guarantee. Peak-period delays may affect estimates, but do not change a binding delivery commitment or any remedy required by applicable law.

International Shipping

We ship to selected countries. Available services, shipping charges, and any taxes or duties we collect are shown before you complete your order. Depending on your destination and the terms disclosed before purchase, additional import duties, taxes, or customs-clearance charges may be payable to the carrier or relevant authority. You are responsible for those charges only to the extent lawfully allocated to you and not already collected for the same assessment.

Our promise of no additional shipping fees for a split order concerns the freight charges for that split. It does not mean that import taxes or duties otherwise properly payable on the order are waived. If a proposed change in fulfillment would introduce additional import or clearance charges that were not disclosed when you ordered, we will explain the charges and available options before dispatch and obtain any agreement required by law.

Customs clearance can affect estimated delivery times. We remain responsible for our own obligations, including required shipment documentation, and for any remedies required by law. Contact interact@kaloud.com if your shipment is delayed or you believe a charge duplicates one already collected.

RETURN & REFUND POLICY

Eligibility for Returns

Under our voluntary change-of-mind returns policy, you may request a return or exchange within 14 calendar days after delivery of an eligible item. If authorized, send the item back within five business days after receiving our written authorization and return instructions, unless Kaloud agrees otherwise in writing. Email confirmation counts as writing. For separately delivered items, the request period is measured from delivery of the item being returned. For this voluntary timetable, business days are Monday through Friday, excluding public holidays at the designated return location. Statutory withdrawal periods, including the last-delivery rule for qualifying EU/UK orders, are explained below and take precedence.

For a voluntary return, the item must be:

Unused, undamaged, and in its original packaging with the included parts, tags, accessories, and manuals.
Accompanied by proof of purchase and its serial number, where the product has one.

‘Original condition’ means the item has not been used, altered, or damaged beyond normal inspection. Refunds under this voluntary policy are subject to the disclosed shipping-cost and restocking-fee provisions below. These voluntary conditions do not restrict a statutory remedy or withdrawal right.

Non-Returnable Items

The following categories are excluded from our voluntary change-of-mind returns policy:

Gift cards
Sale or clearance items
Aeolis Hoses
Aeolis Hose Tips
Cybele Compostable Mouth Tips
Krysalis Hookah Systems (Calix, Eltheria, Monarch)
Ayara Filters
Ayara Filter Adapters
Krysalis Upward Purge 2.0
Opened consumables, such as charcoal

These exclusions do not remove rights concerning faulty, misdescribed, or undelivered goods. They do not automatically exclude an EU or UK statutory withdrawal right. Where withdrawal is excluded by law, the specific legal exception must apply; a sale price, product-category label, or limited-edition finish is not by itself such an exception. Applicable voluntary warranty coverage remains available under our Warranty Policy.

Return Process

Contact us: Email interact@kaloud.com within the applicable request period with your order number and the reason for a voluntary return or exchange. For statutory withdrawal, send a clear statement of your decision; no reason is required.
Obtain return instructions: For an eligible voluntary return, we will provide written authorization, the correct return address and an RMA where applicable. Our approval or an RMA is not a condition of exercising a statutory right, and requesting instructions does not extend a legal deadline.
Send the item: For an authorized voluntary return or exchange, hand the item to the return carrier within five business days after receiving our written authorization and return instructions, unless Kaloud agrees otherwise in writing. Pack it securely with the necessary order information, use a tracked service, and retain proof of sending. A missing tracking number does not automatically invalidate a statutory right or other valid evidence of return. Statutory return periods take precedence over the five-business-day voluntary rule.
Receipt, inspection and processing: For voluntary returns and exchanges, Kaloud must receive and inspect the returned product before issuing a refund or processing an exchange. Allow up to 10 business days after we receive the product for inspection and processing of an approved refund or exchange. This period includes inspection; it does not start again after inspection. Your bank or payment provider may take a further 5–10 business days to display a refund after we issue it.

Statutory timing: The physical-receipt and inspection conditions do not delay a legally required refund or other remedy, including where valid evidence of sending the goods back triggers an earlier obligation. We follow any different timetable required by applicable law. Any lawful withholding is limited to the grounds and period that the law allows, and we will explain the reason for an applicable delay.

Describe the item’s condition accurately and disclose any known damage, use, alteration, or missing parts. We may request information reasonably needed to assess the return. Any denial or reduction will be based on the actual facts, the relevant policy, and applicable law, and we will explain it.

For a voluntary return using a carrier you arrange, you are responsible for suitable packaging and ordinarily bear the return-transit risk, except where we agree otherwise or the law requires a different allocation. Where we provide the return service or a statutory remedy governs the return, we will explain the applicable arrangements. We do not require you to pursue a carrier claim as a substitute for a remedy the law requires us to provide.

Faulty or misdescribed goods may qualify for statutory remedies against the seller as well as a voluntary manufacturer’s warranty; they are not confined to the warranty process. The change-of-mind return timetable does not shorten a warranty period or statutory defect-claim deadline.

Partial Refunds & Restocking Fees

For a voluntary return, a 10% restocking fee may apply where the return is not due to our error. A voluntary return requested or sent outside the applicable periods above, or with undisclosed damage, missing parts, or excessive use, may be declined or accepted with an explained reduction where lawful.

We do not charge a restocking fee for a valid statutory withdrawal or a remedy where applicable law requires reimbursement without that fee. For an eligible EU/UK withdrawal, any deduction for diminished value must be permitted by law and reflect handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning. A blanket restocking percentage is not substituted for that assessment.

We will not make a deduction for a defect, loss, or damage for which Kaloud is responsible. We will explain any proposed deduction and avoid charging twice for the same loss.

Exchanges

You may request an exchange of an eligible product within 14 calendar days after delivery under our voluntary policy. The item must be unused, complete, and in its original packaging. If authorized, send it back within five business days after receiving our written authorization and return instructions, unless Kaloud agrees otherwise in writing. We must receive and inspect the product before processing a voluntary exchange; allow up to 10 business days after receipt for inspection and processing. Statutory remedies and legally required different timetables take precedence. Contact interact@kaloud.com for instructions.

Genuine Kaloud products ordinarily have a Two-Year Limited Warranty against manufacturing defects. Cybele Mouth Tips and Ayara Filter Pods receive only the protection required by applicable law. Any longer mandatory coverage and earlier binding warranty promises remain available; see our Warranty Policy. A faulty, misdescribed, damaged, or undelivered order may also give you statutory remedies, which are not limited to an exchange or to the manufacturer’s warranty. Transit issues are assessed under Responsibility for Delivery, Loss, and Damage above.

Refund Processing & Late Refunds

Refunds are issued to the original payment method unless another method is expressly agreed and permitted by law. Once we process a refund, your bank or card provider may take 5–10 business days to display it. If it has not appeared, check with the provider and contact interact@kaloud.com. These posting estimates do not extend any legal deadline for us to issue the refund.

Voluntary returns: We issue an approved refund only after receipt and inspection of the product, with inspection and processing completed within the up-to-10-business-day period described above. Original shipping charges, return shipping costs, and expedited-service charges are generally not refundable unless the return is due to our error or we agree otherwise. Legally required different refund triggers and deadlines take precedence.

Statutory rights: Applicable law controls the refund amount and costs. For an eligible EU/UK withdrawal of the whole order, we reimburse the standard outbound delivery cost; the additional amount paid for an optional premium service need not be reimbursed where the law allows. For partial withdrawals, delivery-cost refunds are assessed under applicable law. Where the law requires a seller or guarantor to bear return or remedy costs, those costs are not charged to the customer.

Gifts

For an eligible voluntary gift return, where the item was identified as a gift and shipped directly to the recipient, we will issue gift credit for the eligible return value. Otherwise, reimbursement is made to the original purchaser’s payment method. This gift-credit process does not replace the purchaser’s statutory right to a refund by the legally required method. Amounts originally paid by gift card may normally be restored as gift credit, subject to applicable law.

Return Address

Contact interact@kaloud.com for the appropriate return instructions, especially for international or split orders. Please use the confirmed destination so the return can be matched to your order. This instruction does not make a valid statutory withdrawal dependent on prior approval.

U.S. returns — Kaloud Returns Department

5300 Ontario Mills Pkwy
Suite 100
Ontario, CA 91764
United States

European Union returns — Kaloud Europe GmbH

Traberhof 13
41836 Hückelhoven
Germany

Retain proof of sending and use tracking where possible. For voluntary returns, a tracked service is required. Statutory rights and valid alternative evidence of return are not automatically lost because a tracking number is unavailable.

CUSTOMERS IN THE EU & UK — YOUR STATUTORY RIGHTS

Your statutory consumer rights apply independently of our voluntary return and warranty policies. Where this policy conflicts with those rights, those rights prevail. The five-business-day voluntary dispatch rule and the receipt-and-inspection condition do not shorten the statutory return periods or postpone the statutory refund obligations described here.

Withdrawal period: For an eligible online purchase, you may notify us that you withdraw without giving a reason within 14 days after you or your designated recipient, other than the carrier, receive the goods. If multiple goods are ordered in one order and delivered separately, the period normally runs from receipt of the last item. For goods supplied in multiple lots or pieces, it normally runs from receipt of the last lot or piece. This does not prevent earlier notice of withdrawal.

How to withdraw: Email interact@kaloud.com with a clear statement of your decision. You may use the optional model form below, but it is not required. An RMA or prior approval is not required to give valid notice. Send the goods back without undue delay and no later than 14 days after notifying us, unless we have agreed to collect them.

Return costs: You bear the direct return cost for a change-of-mind withdrawal only where we properly informed you before purchase and the law permits. Different rules apply to faulty or misdescribed goods and other statutory remedies.

Refunds: We will reimburse the payments due under applicable law, including eligible standard delivery costs, without undue delay. For EU withdrawals, reimbursement is normally due within 14 days of notice, although, unless we offered to collect the goods, we may withhold it until we receive them or you provide evidence of sending them back, whichever happens first. For UK withdrawals where we have not offered to collect, the outside deadline is normally 14 days after receipt of the goods or earlier evidence of return; otherwise it is normally 14 days after notice. We use the original payment method unless you expressly agree otherwise, and do not charge a refund fee.

Condition of goods: You are liable for diminished value only to the extent permitted by law for handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Failure to retain original packaging does not by itself eliminate a statutory right, although avoidable loss of packaging may be relevant to a lawful diminished-value assessment.

Exceptions: A withdrawal exception may apply to goods made to your specifications or clearly personalized, or to sealed goods genuinely unsuitable for return for health-protection or hygiene reasons after their seal is broken. We apply an exception only where its legal conditions are met. A product being on sale, part of a bundle, or a limited edition is not alone an exception. Rights concerning defects or misdescription remain separate.

Delivery and risk: Where we select or offer the carrier, risk ordinarily remains with the seller until physical receipt by you or your designated recipient. Agreed delivery commitments and statutory rights concerning delay or non-delivery continue to apply to split shipments.

Faulty or nonconforming goods: EU consumers have statutory conformity rights against the seller, including a liability period of at least two years from delivery for new goods, subject to applicable national law and any longer protection. UK consumers have remedies under the Consumer Rights Act 2015, including the 30-day short-term right to reject faulty goods where its conditions are met. The appropriate repair, replacement, price reduction, rejection, or refund remedy depends on applicable law and the circumstances. Our voluntary warranty does not replace these rights.

Optional model withdrawal form — EU/UK

To: Kaloud, Inc., 1534 North Moorpark Road, No. 410, Thousand Oaks, CA 91360 USA; email: interact@kaloud.com.

For an order identifying a different contractual seller, address the notice to that seller using the contact details provided with the order. You may contact us at the email above for help identifying the relevant seller. This is a notice address; send products only to the return destination specified for the item.

I/We give notice that I/we withdraw from my/our contract of sale of the following goods:

Goods / order number:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if sent on paper):

Date:

Delete wording that does not apply. You may email this information; using this form is optional.

ORDER CANCELLATION POLICY

Under our voluntary cancellation policy, you may cancel within 24 hours of placing an order by emailing interact@kaloud.com, provided the order has not yet been processed or shipped. We may be unable to stop fulfillment or make order changes after processing has begun.

These operational limits do not remove a statutory cancellation, withdrawal, delayed-shipment refund, or other legal right. If some items have shipped and others have not, we will explain the status and the options applicable to the remaining items. You need not wait for all parcels to arrive to notify us of a statutory withdrawal.

We normally process approved voluntary cancellation refunds within 5–7 business days to the original payment method. Where a legal deadline is earlier or requires a different procedure, that requirement applies. Do not rely on refusing delivery alone to communicate cancellation; send us a clear notice.

CHARGEBACK & DISPUTE POLICY

If there is an issue with your order, please contact interact@kaloud.com promptly so we can try to resolve it. We aim to address concerns within 5 business days. Contacting us does not suspend any deadline imposed by your payment provider or applicable law, and this policy does not require you to waive or delay a right to contact your card issuer or payment provider.

If a dispute is filed, we may provide relevant order records, shipment and delivery evidence, and communications to the payment provider and contest a claim we reasonably believe is invalid. Evidence is assessed in context; a delivery scan is not automatically conclusive. We do not deny an otherwise valid statutory remedy or restrict future purchases merely because you make a good-faith complaint or payment dispute. Proven fraud or abuse may be addressed separately, subject to applicable law.

FRAUD PREVENTION MEASURES

We may verify payment, identity, or shipping information reasonably needed to prevent fraud, confirm eligibility, or comply with law. If verification affects fulfillment, we will contact you, explain what is reasonably needed, and follow applicable dispatch, cancellation, and refund requirements. Personal information used for these checks is handled as described in our Privacy Policy.

We may decline a fraudulent or ineligible claim, or take reasonable action on documented abuse, subject to applicable law. We will assess each claim on its evidence; the number of previous claims alone does not invalidate a genuine claim. These measures do not permit withholding a legally required remedy, treating an authentic product as counterfeit solely because of its seller, or retaliating for a good-faith exercise of consumer rights.

CONTACT US

Have questions about your order or this policy? We’re here for you! Reach out via:

Email: interact@kaloud.com
Live Chat: Available during business hours on our website
Correspondence: Kaloud, Inc., 1534 North Moorpark Road, No. 410, Thousand Oaks, CA 91360 USA. Contact us for parcel-return instructions.

GOVERNING LAW

This Shipping & Returns Policy is governed by the laws of the State of Delaware, without regard to its conflict of law principles. Nothing in this policy limits any non-waivable rights you may have under the consumer protection laws of your place of residence. We hope it never comes to that, but we want to be clear just in case!

A FINAL NOTE

Thank you for choosing Kaloud. We may update this policy and will show the revision date above. Changes apply prospectively unless applicable law requires otherwise; they do not reduce rights or commitments already attached to an existing order. Please contact us with questions or suggestions.