Refund policy

At Kalmvia, we want you to feel comfortable when shopping with us. If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order. This Refund Policy explains eligibility, timelines, and how refunds are processed.

Return window

You may request a return within 30 days from the date your order is delivered. Requests submitted after 30 days may not be accepted.

To be eligible for a return, items must meet the following conditions:

Unused and in original condition
Complete with all parts and accessories
Returned in the original packaging
No damage caused after delivery

Items that do not meet these conditions may not qualify for a refund.

Return shipping costs

Change of mind: you are responsible for return postage. We recommend a tracked service — we cannot refund an item we do not receive.
Faulty, damaged or incorrect item: Kalmvia pays return postage and will replace the item or refund you in full, including original delivery.

If your return is approved, we will provide return instructions and the return address. Please do not send items back without contacting us first.

If your order does not arrive

If tracking shows no movement for 5 or more business days, or your parcel has not arrived within 10 business days of dispatch, contact us with your order number. We will open an investigation with the carrier. If the parcel is confirmed lost, or cannot be located within a reasonable time, we will send a replacement at no cost to you or issue a full refund, including original delivery. You will not be asked to pay for a parcel you never received.

Missing or incomplete orders

If your order arrives with an item missing, or a multi-parcel order is only partly delivered, contact us within 30 days of delivery with your order number and a photo of what you received, including the packaging. We will check your order against what was dispatched and either send the missing item at no cost to you or refund it in full. If the remainder of your order is still in transit, we will confirm the expected arrival date.

Non-returnable items

For hygiene and safety reasons, the following may not be returned:

Personal wellness items where a hygiene seal has been broken, unless the item is faulty
Items returned without their parts, accessories or packaging
Items damaged after delivery
Final sale items, where marked as such
Gift cards

Damaged or incorrect items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible, and within 30 days of delivery. Include:

Your order number
A description of the issue
A photo of the item
A photo of the packaging

We will review and provide a suitable solution — a replacement or a full refund, including return postage.

Refund process

Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be processed to your original payment method.

Refund processing time: 5 to 10 business days after approval.

Depending on your payment provider, it may take additional time for the funds to appear in your account.

Refund method

Refunds are issued to the original payment method used at checkout. This may include:

Debit card
Credit card
PayPal

We are unable to send refunds to a different payment method.

Order cancellation

If you need to cancel an order, contact us as soon as possible at support@kalmvia.com. If your order has not yet been dispatched, we will cancel it and refund you in full. If it has already been dispatched, the standard return process applies.

Late or missing refunds

If you have not received your refund:

Check your bank account again
Contact your bank or card provider
Contact PayPal, if applicable
Allow additional processing time

If you still need assistance, contact us at support@kalmvia.com.

Exchanges

We currently do not process direct exchanges. If you would like a different item, please return the original item and place a new order. This ensures faster processing.

Return shipping timeline

Once your return is approved, items should be shipped back within 7 days. Returns received outside this timeframe may not be accepted.

Responsibility

Returned items remain the customer’s responsibility until received at our returns facility. We recommend securely packaging items and using a tracked service to avoid loss or damage in transit.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund at no cost to you.

Contact information

If you have any questions about returns or refunds, contact us:

Kalmvia (RAFAB GROUP LLC)
Registered office: 5830 E 2nd St Ste 7000, Casper, WY 82609, USA
Email: support@kalmvia.com
Phone: +44 7454 751098

Customer service hours (UK time)
Monday to Friday: 09:00 – 17:00
Saturday & Sunday: Closed

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