Refund policy

Returns & Refunds Policy

At KAELO, we operate in accordance with the Australian Consumer Law (ACL).

If a product is faulty, damaged, not as described, or does not perform as advertised, you are entitled to a refund, replacement, or repair.

We accept change-of-mind returns within 14 days of delivery for non-personalised items only.

To be eligible, items must:

Be unworn

Show no signs of use

Be in original condition

Include original packaging

Be suitable for resale

Personalised or engraved items are made to order and cannot be returned or exchanged for change of mind.

We provide prepaid return labels for eligible returns within Australia.

KAELO reserves the right to refuse returns that show signs of wear, damage, or alteration.

Final sale and clearance items are not eligible for change-of-mind returns.

If your item arrives faulty, damaged, or incorrect, please contact:

Include:

Order number

Description of the issue

Clear photographic or video evidence

We will arrange a replacement or refund in accordance with ACL.

Return shipping costs are covered by KAELO for confirmed faulty items.

Refunds are issued to the original payment method.

Approved refunds are processed within 5–7 business days of receiving and inspecting the returned item.

We currently ship within Australia only.

Email: support@kaelo.com.au
We aim to respond within 1 business day.