Return & Refund Policy
OUR RETURN POLICY & OUR PLEDGE TO YOU
Products must be in “Good Condition”. Once we have received your return, your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.
“Good Condition” means that the merchandise is:
1.Still in its original packaging with all certificates, warranties, authenticity cards, original invoice and gift intact;
2.The item is found intact with original purchase condition.
Refund policy for non-personalized items:
Our policy last for 30 days from date of purchase or 14 days after item delivered. If an item doesn’t arrive, doesn't materially match the description or is defective, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, including shipping costs.
Customer will be responsible for return shipping cost.
Refund policy for personalized items:
Please note: Personalized item cannot be returned unless it is defective or damaged.
Due to the nature of made-to-order custom-made items such as custom jewelry, t-shirts, hoodies, coffee mugs, totes and fleece blankets. We do not offer refunds on those items.
All our jewelry are subject to a quality color retention process & polishing, however we cannot guarantee plated color on all gold plated jewelry. As color on gold or rose plated are known it may fade over time and vary from person to person.
There are no refunds 24 hours after your order was placed/item has been processed/ shipped.
Return policy does not apply to sale items/ our custom designed, we do not offer exchange or refund after purchase/ order confirmation. If item is defective we will send you a replacement order. Please choose your item carefully.
If any of these items are defective, we will happily exchange them for you.
If item is undelivered due to shipping carrier's mistake. E.g. Lost in transit, delivered to wrong address, but we have provided them correct address. We will send you a replacement order without additional cost. However, this is not subject to refund due to unforeseen delay.
For orders shipped to the wrong address due to a customer inputting the incorrect address, the customer must cover the cost of ordering replacement items so please be extremely careful when entering your shipping address.
Express Shipping fee is nonrefundable once order is shipped. Customer is liable to pay for returning fee if they failed to pick up the item on time. Any replacement order sent will be via standard shipping.
Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel your purchase, your order is subject to a 30% restocking fee.
How to refund：
Email: [email protected]
To check on the status of the order, please contact us with:
Your Order ID number
The picture of the damaged item
The specifics about the damage
Our customer service team will follow your request and get back to you as soon as possible.
Customer service is our #1 priority and we will do whatever we can to take care of you. Thank you for considering Kaululu and if you have any questions, please don't hesitate to contact us or refer to FAQ!
* Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.
* Return Address:
4700 Miller dr, ste B-1
Temple City, CA 91780