Refund policy
RETURN & REFUND POLICY
Last Updated: October 7, 2026
At Kaelstone, we want you to feel confident about every purchase. If you are not completely satisfied with your order, you may request a return within 30 days after receiving your item, subject to the conditions outlined below.
RETURN ELIGIBILITY
To be eligible for a return:
• The return request must be submitted within 30 days of delivery.
• The item must be unused, uninstalled, and in its original condition.
• The item must be returned with its original packaging, accessories, manuals, and components.
• Proof of purchase or a valid order number is required.
Products showing signs of use, installation, modification, customer-caused damage, or improper handling may not qualify for return.
HOW TO REQUEST A RETURN
Before returning an item, please contact our customer support team at:
info@kaelstone.com
Please include:
• Your order number
• The item(s) you would like to return
• The reason for the return
• Photos of the product and packaging, when applicable
Please do not return products without contacting us first. Returns sent without prior authorization may not be accepted.
RETURN SHIPPING
If the return is caused by an incorrect, defective, or damaged item sent by Kaelstone, we will be responsible for reasonable return shipping costs.
If you are returning an item because of a change of mind, incorrect selection, personal preference, or another reason not caused by Kaelstone, you are responsible for the return shipping costs.
Original shipping charges, if applicable, are generally non-refundable unless the return is due to an error on our part.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order promptly after delivery.
If your product arrives damaged, defective, or different from what you ordered, please contact us at info@kaelstone.com as soon as possible.
Please provide:
• Your order number
• Clear photos of the product
• Photos of the shipping package
• A description of the issue
After reviewing the information, we will provide an appropriate solution, which may include replacement parts, a replacement product, or a refund depending on the circumstances.
NON-RETURNABLE ITEMS
Certain products may not be eligible for return, including:
• Customized or personalized products
• Made-to-order products when clearly identified before purchase
• Products that have been installed, modified, or used
• Products damaged due to misuse or improper installation
• Gift cards
• Final-sale items when clearly identified at the time of purchase
CANCELLATIONS
If you need to cancel or modify your order, please contact us at info@kaelstone.com as soon as possible.
We will make reasonable efforts to accommodate your request. However, once an order has entered processing, production, or shipment, cancellation or modification may no longer be possible.
REFUNDS
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow several business days for your bank or credit card provider to process and post the refund after it has been issued.
If more than 10 business days have passed since we approved your refund and you have not received it, please contact us at info@kaelstone.com.
EXCHANGES
If you would like to exchange an item for a different product, size, or variation, please contact us at info@kaelstone.com.
Exchange availability depends on product availability and the circumstances of your order.
CONTACT US
If you have questions regarding returns, exchanges, cancellations, or refunds, please contact:
Kaelstone
Operated by Kaelstone INC
Email: info@kaelstone.com
Website: www.kaelstone.com
Business Address:
1500 N GRANT ST STE R
DENVER, CO 80203
United States
Customer Support Hours:
Monday–Friday
9:00 AM–6:00 PM Mountain Time
We aim to respond to customer inquiries within 1–2 business days.