Return & Refund Policy
At KAELISE, we want you to be completely satisfied with your purchase. We carefully select our home décor, lighting, candles, fragrances, textiles, vases, florals, wall décor, and seasonal décor products to bring beauty and comfort into your space.
If you are not satisfied with your purchase, please review the return and refund guidelines below.
1. Returns
We accept return requests within 30 days of delivery.
To be eligible for a return:
- The item must be unused and in its original condition.
- The item must be returned with its original packaging, tags, and accessories where applicable.
- The product must not be damaged, altered, washed, or used.
- Certain products may not be eligible for return due to their nature.
To request a return, please contact our customer support team with your order number, reason for the return, and photographs of the product where applicable.
Returns sent without prior approval may not be accepted.
2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 7 days of delivery.
Please provide:
- Your order number
- Clear photographs of the item and packaging
- A brief description of the issue
After reviewing your request, we may offer a replacement, store credit, or refund depending on the circumstances.
For damaged items, please keep the original packaging until your claim has been reviewed.
3. Non-Returnable Items
For hygiene, safety, and product-specific reasons, certain items may not be eligible for return, including:
- Used candles
- Opened or used fragrances
- Products that have been burned, damaged, or altered
- Personalized or customized items
- Items marked as final sale
- Gift cards
- Products that cannot be reasonably resold due to hygiene or safety considerations
If you are unsure whether an item qualifies for a return, please contact us before sending it back.
4. Return Shipping
If you are returning an item because you changed your mind, ordered the wrong product, or no longer want the item, return shipping costs may be the responsibility of the customer.
If the item is defective, damaged upon arrival, or incorrect due to an error on our part, we will review the situation and may cover or reimburse reasonable return shipping costs where applicable.
5. Refunds
Once your returned item has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to your original payment method.
Please allow additional time for your bank or payment provider to process and display the refund in your account.
Shipping charges, where applicable, may be non-refundable unless the return is due to an error on our part or the item arrived damaged or defective.
6. Late or Missing Refunds
If you have been notified that your refund has been processed but have not received it yet:
- Check your bank or payment account again.
- Contact your card issuer or payment provider.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact KAELISE Customer Support.
7. Exchanges
We may offer exchanges for damaged, defective, or incorrect products, subject to product availability.
If the requested replacement is unavailable, we may offer an alternative solution, such as a refund or store credit.
8. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing your order.
Because orders may be processed shortly after purchase, we cannot guarantee that a cancellation request can be accommodated once the order has entered processing or shipping.
If the order has already been shipped, you may need to follow our standard return procedure.
9. Refused or Undeliverable Packages
If a package is refused, returned to the sender, or becomes undeliverable because of an incorrect or incomplete shipping address provided by the customer, additional shipping or handling costs may apply.
Any refund will be reviewed after the package has been returned and received.
10. Return Approval
All returns require prior approval from KAELISE. We reserve the right to refuse a return or refund if the product does not meet the conditions outlined in this policy.
This policy does not affect any rights you may have under applicable consumer protection laws.
11. Contact Us
If you have questions about a return, refund, damaged product, or exchange, please contact the KAELISE Customer Support Team through the contact information provided on our website.
We are happy to help and will do our best to make your shopping experience with KAELISE simple and enjoyable.