Return & Refund Policy

Last updated: September 1, 2026

Shipping

Orders are shipped with tracking via reputable U.K. carriers and logistics partners, including services such as Royal Mail, Evri, DPD and UPS. A tracking link is sent automatically by email when your order leaves our warehouse.

• Standard Delivery: 2–5 business days — £2.95
• Express Delivery: 1–2 business days — £5.95

All shipments are insured against loss or theft while in transit. Delivery times are estimates and may vary due to carrier delays, weather conditions, peak periods or other circumstances outside our reasonable control.

International orders outside the United Kingdom, where available, may be subject to customs duties, import taxes or other charges payable by the recipient unless otherwise stated at checkout.

Return & Refund Policy

At Kalohia, we stand behind the quality of our products. If something isn’t right, you can request a return within 30 days of delivery.

This 30-day return policy is provided in addition to your statutory rights under applicable UK consumer law.

Return Conditions

For Plush Companions and Relaxation Lamps:

• Items may be returned even if opened or used, provided they are not damaged or excessively worn.
• Please return Products in their original packaging where possible, including all accessories and manuals.

For Pet-Oriented Products:

• For hygiene reasons, items must be unused and returned in their original condition and packaging, except where the Product is faulty or your statutory rights otherwise apply.
• Products showing signs of use, wear, odours or damage may not qualify under our voluntary return policy.

Your UK Right to Cancel

If you are a Consumer purchasing online, you generally have the legal right to cancel your order without giving a reason within 14 days after the day on which you, or a person nominated by you, receives the goods, subject to any exceptions provided by applicable law.

To exercise this right, contact us at support@kalohia.co.uk and clearly state that you wish to cancel your order.

After notifying us, you must return the Products within the period required by applicable law.

How to Start a Return

1. Email our support team at support@kalohia.co.uk with your order number and reason for return.
2. We’ll send you the return instructions and the appropriate return address. A return authorisation may be required.
3. Pack your item securely and use a trackable shipping method. Unless the item is faulty, incorrect or the return is due to our error, return postage is your responsibility where permitted by law.

Exchanges

We offer free exchanges when an item is defective, damaged on arrival or if we shipped the wrong Product.

Please contact us at support@kalohia.co.uk as soon as possible and provide photos where appropriate.

Refunds

• Refunds will be processed within the time required by applicable UK consumer law.
• Refunds are issued to the original payment method.
• Where a statutory cancellation right applies, eligible standard delivery charges will be refunded where required by law.
• Additional delivery charges resulting from choosing a more expensive delivery method than our standard option may not be refundable.
• For returns made solely under our voluntary 30-day return policy after statutory rights have expired, original delivery charges may be non-refundable unless the return is due to our error or the Product is faulty.

Damaged, Faulty or Incorrect Items

If your Product arrives damaged, defective, not as described or you receive the wrong Product, please contact support@kalohia.co.uk as soon as possible with your order number and, where helpful, photographs of the Product and packaging.

Where required under applicable UK consumer law, we will provide an appropriate remedy, which may include a repair, replacement or refund at no additional cost to you.

Reporting an issue within 7 or 30 days is not a condition that removes any statutory consumer rights you may have.

Exceptions & Final Sale

Certain Products may not qualify for returns under our voluntary 30-day return policy, including:

• Used or damaged pet-oriented Products where hygiene considerations apply.
• Personalised or customised Products, where applicable.
• Products specifically identified as non-returnable where permitted by law.

Promotional or discounted Products are not automatically excluded from your statutory rights. Nothing in this section limits your rights in relation to faulty, damaged, incorrectly supplied or misdescribed Products.

Contact

Questions? We’re here to help:

Email: support@kalohia.co.uk
Website: kalohia.co.uk
Company: Regnum Limited — 60 rue François 1er, 75008 Paris, France