Return & Refund Policy

At Kalto, we prioritise customer satisfaction and aim to provide a straightforward return and refund process. 

Return Eligibility

• Timeframe: Returns are accepted within 30 days from the date they are received.

• Condition: Items must be unused, uninstalled, in their original packaging, and packaging must be in good condition (no damage). Items not meeting these criteria may be subject to a higher restocking fee or denial of return.

• Exceptions:

• Non-returnable items: Installed products, custom orders, special orders, and clearance items are final sale.

• Defective/Damaged Items: Must be reported within 48 hours of receipt for resolution. Visit our convenient Delivery Checklist for more details.

Return Process

1. Request Authorization:
   Contact us within 30 days of receiving your item(s) at info@kalto.ca with your order number, reason for return, and photos of the item/box showing all sides to obtain a Return Merchandise Authorization (RMA) number.

• Items sent to us without an RMA will not be accepted.

2. Prepare the Return:

• Repackage items in their original box and place them in a secure shipping carton.

• Do not apply stickers or labels to the product’s original packaging.

• Clearly mark the RMA number on the shipping carton.

3. Shipping:

• You may arrange return shipping or request a shipping label from us.

• Costs: Return shipping fees will be invoiced to you unless the return is due to our error (e.g., wrong item, damaged item).

• Items or their packaging returned to our warehouse damaged, used, or missing components may incur additional fees or be refused.

Refunds

• Refunds are processed to the original payment method and typically take 5–10 business days after we receive and inspect the return.

• Kalto is not responsible for any incidental or consequential costs associated with any labour involved with the removal or installation of the product(s) or its accessories or any shipping fees related to therein.

• Returns are subject to a 25% restocking fee per item plus all freight costs related to returning the merchandise to us.

Damages and Issues

• Report damages, defects, or missing components within 48 hours of receipt. Please include your order number as well as the name of the item(s).

• Resolutions include:

• Replacement of parts or items

• Full refund

• Exchange

Additional Notes

• Special Orders: Custom or special-order, final sale, or custom items, cannot be returned, exchanged, or cancelled.

• Cancellations: Orders canceled before shipping will incur a 3% processing fee. Email us at info@kalto.ca to request a cancellation and we will determine if your order has shipped and/or is eligible for cancellation.

• Important Notice: Kalto is not responsible for any issues that arise after a product has been opened or installed. It is the customer's responsibility to carefully review and confirm that all invoiced and received items are correct prior to opening or installation. Any discrepancies, including incorrect items, must be reported to Kalto before the product is opened or installed in order to be eligible for resolution.

*Exclusions may apply by brand or product. Please email us your return request to verify your order is eligible for return.