Refund policy

Return & Refund Policy

If your KALU cup has a manufacturing fault, this is covered under our Built Leak-Proof guarantee below, not the 30-day return window.

Change of mind (30-day returns)
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for this type of return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@kalu.co.nz. Items sent back to us without first requesting a return will not be accepted.

For change-of-mind returns, customers are responsible for return shipping costs. Please contact us before sending your item back. We recommend using a tracked service and keeping proof of postage. If your item is faulty, damaged or incorrect, contact us first so we can arrange the appropriate solution. This does not limit your rights under the Consumer Guarantees Act 1993.

Built Leak-Proof guarantee (product faults)
If your KALU cup develops a genuine fault — it leaks when it shouldn't, the insulation stops working, or another functional issue not caused by misuse — contact us at hello@kalu.co.nz with your order details and a description (and photo, if possible) of the issue. This isn't limited to 30 days from delivery — it applies for as long as is reasonable given normal use of the product.

Depending on the fault, we'll offer a repair, replacement, or refund. This guarantee is in addition to, and does not limit, your rights under the Consumer Guarantees Act 1993.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
If the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason. Same condition requirements as above apply.

Refunds
We'll notify you once we've received and inspected your return. If approved, you'll be refunded to your original payment method within 10 business days. If more than 15 business days have passed since approval, contact us at hello@kalu.co.nz.