Return & Refund Policy

This Return & Refund Policy applies to orders placed through kltena.com. We aim to provide a clear and fair post-purchase policy for products sold through this website. Please read the terms below carefully before submitting a return or refund request.

1. Return Eligibility Period

You may request a return within 30 days after delivery of your order, as measured from the confirmed delivery date shown by the carrier tracking information. Return requests submitted after this period may not be accepted. If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 48 hours after delivery so that we can review the issue and provide an appropriate solution.

2. Return Request Procedure

To request a return, you must contact us at support@kltena.com within the applicable return period and provide your order number, the reason for the return, and any relevant supporting information. If the return relates to damage, defects, incorrect items, or missing parts, please also provide clear photos of the item, the packaging, and the shipping label. Returns must be approved by us before they are sent back. We may provide return instructions, a return address, or other return authorization details after review. Unauthorized returns, returns sent without prior approval, or returns sent to an incorrect address may be refused and may not be eligible for a refund.

3. Return Conditions

Returned items must be in resalable condition. Reasonable inspection is permitted where applicable, but items must remain unused beyond such inspection and must not show signs of wear, damage, alteration, installation, assembly, or misuse. All original tags, packaging, protective materials, manuals, accessories, parts, and any bundled components must be intact and included. Returns may be refused or may qualify only for a partial refund if the item is returned in a condition that is unsellable, incomplete, damaged after delivery, or missing original packaging, accessories, or parts.

4. Non-Returnable Items

Certain items may not be eligible for return, including but not limited to final sale items, clearance items, customized or personalized products, and any items marked on the product page as non-returnable. We also reserve the right to refuse returns for items that have been used, installed, assembled, washed, altered, damaged after delivery, or returned without all required components and packaging. Where hygiene, safety, or product integrity concerns apply, opened or compromised items may also be ineligible for return.

5. Return Shipping Costs

If the return is requested because of customer preference, ordering error, change of mind, or any reason not caused by us, the customer is responsible for the return shipping costs and any related fees. Original shipping fees are generally non-refundable unless otherwise required by applicable law. If the return is approved because the item was damaged on arrival, defective, incorrect, or incomplete due to our error, we may provide an appropriate solution, which may include a prepaid return label, reimbursement of reasonable return shipping costs, a replacement, or a refund, depending on the circumstances. Customs duties, import taxes, brokerage fees, clearance fees, and other destination-related charges are non-refundable.

6. Inspection and Refund Approval

Once your return is received, we will inspect the item to confirm whether it meets the return conditions set out in this policy. Acceptance of a return request does not automatically guarantee a full refund. If the returned item does not meet the stated conditions, we may reject the return, reduce the refund amount to reflect any loss in value, or return the item to you where appropriate and permitted by law. If a refund is denied or adjusted, we may provide an explanation based on the inspection results and the condition of the returned item.

7. Refund Method and Timing

Approved refunds will be issued to the original payment method used for the purchase. Once the refund is approved after inspection, it is typically processed within 7 business days. The time required for the funds to appear in your account may vary depending on your bank, card issuer, Stripe, PayPal, or other payment provider. We do not issue cash refunds. If the original payment method is no longer available, we may require reasonable verification and may offer an alternative refund method only where permitted and appropriate.

8. Chargebacks and Policy Relationship

We encourage customers to contact us first at support@kltena.com to resolve any order, delivery, return, or refund issue before opening a payment dispute or chargeback. We reserve the right to provide relevant order records, shipping confirmation, tracking details, delivery confirmation, communications, photos, inspection findings, and return records to Stripe, PayPal, banks, card issuers, or other payment service providers in connection with a dispute or chargeback review. Order cancellations requested within 72 hours after placing the order and before shipment may be handled as cancellations in accordance with our Shipping Policy. If an order has already shipped, or if more than 72 hours have passed, the matter will be handled under this Return & Refund Policy.