Refund policy

Last updated: August 1, 2026

This Return, Refund, and Warranty Policy applies to purchases made directly from Kaelvi through our website. It forms part of our Terms of Service. Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer protection law.

90-Night Risk-Free Guarantee

You may try an eligible Kaelvi physical product for up to 90 nights after it is delivered. If you are not satisfied, contact us at contact@kaelvi.com before the end of the 90th day after delivery to request a return authorization.

To qualify:

• The product must have been purchased directly from Kaelvi.
• You must provide your order number and the email address used for the purchase.
• The product may have been reasonably tried, but it must be returned clean, complete, and without damage caused by misuse, accident, modification, improper care, or use contrary to the product instructions.
• You must return all components supplied with the product. Original packaging is preferred but is not required if the product is packed securely.
• The return must be sent to the address provided by our support team. Returns sent without authorization or to another address, including an intermediary or carrier facility, may be refused.

Unless applicable law requires otherwise, you are responsible for arranging and paying for return shipping. We recommend using a tracked service because you remain responsible for the return until it is received by us. The guarantee covers the amount paid for the returned physical product and any applicable tax on that product. Expedited shipping charges, optional Shipping Protection, and any other services already performed are not refundable once the order has shipped, except where required by law.

The 90-Night Risk-Free Guarantee is limited to one return per product type, per customer or household, and is not available for products marked final sale, gift cards, free gifts, replacement units, or purchases from third-party sellers. We may refuse claims involving abuse, excessive returns, altered products, or suspected fraud.

Return Process

1. Email contact@kaelvi.com with your order number and reason for the return.
2. Wait for our return authorization and return address.
3. Ship the approved return within 14 days after receiving the authorization, unless we provide a different deadline.
4. Keep your tracking information until the return is completed.

After the return is received and inspected, we will notify you whether it has been approved. Approved refunds are issued to the original payment method, normally within 10 business days. Your bank or card issuer may require additional processing time. If more than 15 business days have passed since we approved your refund, contact us.

Order Cancellations and Changes

Contact us as soon as possible if you need to cancel or change an order. We will try to help, but we cannot guarantee changes after an order has entered processing. Once an order has shipped, it cannot be cancelled and must follow the return process above. Any cancellation rights required by applicable law remain unaffected.

Damaged, Defective, Incorrect, or Incomplete Orders

Inspect your order promptly after delivery. If an item arrives damaged, defective, incorrect, or incomplete, contact us as soon as reasonably possible at contact@kaelvi.com. Include your order number, a description of the issue, and clear photos or video where reasonably necessary to assess the claim.

After reviewing the claim, we may provide troubleshooting, send a missing component, replace the affected product, or provide another remedy required by applicable law. We may require the affected item to be returned using instructions we provide. Do not dispose of it unless we authorize you to do so.

Two-Year Extended Warranty

If you purchase Kaelvi's optional Two-Year Extended Warranty for an eligible product, that product is covered for defects in materials or workmanship arising during normal household use for two years from its original delivery date.

This is a replacement warranty, not a refund program. For an approved claim, Kaelvi will, at its option, provide replacement parts or one replacement product of the same model. If that model is unavailable, we may provide a reasonably comparable model. The replacement and standard delivery are provided without an additional product charge. The warranty does not reimburse the original purchase price or provide cash value.

The warranty covers only the product identified in the order on which the warranty was purchased. It does not cover:

• Normal wear and tear, cosmetic changes, or gradual reduction in battery capacity that does not prevent ordinary operation;
• Accidental damage, loss, theft, liquid exposure, improper storage, misuse, abuse, or use contrary to instructions;
• Damage caused by unauthorized repair, modification, disassembly, unsuitable chargers or accessories, or commercial use;
• Consumable, removable, or replaceable accessories unless they were defective on delivery;
• Shipping delays, dissatisfaction, or any issue that does not result from a covered defect; or
• A product purchased from an unauthorized third party.

To make a claim, email contact@kaelvi.com during the warranty term with your order number, a description of the defect, and reasonable photo or video evidence. We may ask you to complete troubleshooting or return the product. Claims cannot be transferred to another product or owner.

An approved replacement does not restart or extend the two-year term. The replacement remains covered only for the balance of the original term. The paid warranty includes one approved product replacement. Once that replacement is supplied, the paid warranty is fulfilled, without limiting any non-waivable legal warranty or remedy that may apply to the replacement.

Where required by Quebec law, an additional warranty may be cancelled without cost or penalty by sending written notice within 10 days after purchase. In other cases, the optional warranty fee is refundable only before the related order ships or as required by law. The warranty fee is not refundable after an approved claim.

This optional warranty is additional to, and does not replace or restrict, any warranty or remedy provided automatically by law. Quebec consumers are protected by the legal warranties of normal use, reasonable durability, and freedom from hidden defects, where applicable.

Exchanges and Replacements

We do not offer routine exchanges. The simplest way to obtain a different product is to complete an eligible return and place a new order. Products supplied as replacements under Shipping Protection, a warranty, or a defect claim are not eligible for a refund under the 90-Night Risk-Free Guarantee. This does not affect rights that cannot be excluded by law.

Non-Returnable Items

Gift cards, downloadable products, services already performed, free promotional items, and products identified as final sale cannot be returned, except where required by law. For hygiene and safety reasons, products contaminated by bodily fluids, smoke, pests, or hazardous substances may be refused.

Chargebacks

Please contact us first so we have an opportunity to resolve the issue. This request does not limit any lawful chargeback or consumer remedy available to you.

Contact

Email: contact@kaelvi.com
Merchant: Kaelvi
Address: 125 7e Rue, Québec, QC G1L 2P3, Canada
Phone: +1 416 555 5678