Returns

KALIA RETURN & REFUND POLICY

1. Our 30-Day Love-It Guarantee

We stand behind our bags. You have 30 days from the date you receive your Kalia tote to use it and decide if it's right for you.

If you're not completely in love with your bag within 30 days, we'll refund your purchase — no questions asked.

2. How It Works

We want you to actually USE and TEST your bag. That's the only way to know if it works for your life.

✓ Use it daily for up to 30 days
✓ Pack it full—laptop, gym shoes, groceries, everything
✓ No need to keep tags attached
✓ No need to keep original packaging
✓ We understand the bag will show normal wear from use

3. What We Ask

To process your return, we simply need:

  • Your order number
  • The bag itself (in any condition from normal wear)
  • Brief reason for return (helps us improve)

That's it. Simple.

4. Return Process

Step 1: Email us at support@kalia.com within 30 days of receiving your order

Step 2: Include your order number and reason for return

Step 3: We'll send you a prepaid return label (US only)

Step 4: Ship the bag back to us

Step 5: Refund processed within 5-7 business days of receiving your return

5. Refund Details

  • Full refund to your original payment method
  • Refund includes product price (shipping not refunded unless item was defective/damaged)
  • Refunds typically appear within 5-10 business days depending on your bank

6. Damaged or Defective Items

If your bag arrives damaged or defective:

  • Contact us immediately at support@kalia.com
  • Send photos of the issue
  • We'll send a replacement at no charge OR issue a full refund including shipping

You don't need to return damaged/defective items.

7. Exchanges

Want a different color? No problem.

The fastest way is to:

  1. Keep your current bag
  2. Order the new color you want
  3. Return the first one for a refund (if desired)

Or contact us and we'll help coordinate an exchange.

8. International Returns (EU Customers)

EU customers have a 14-day right of withdrawal as required by EU law, in addition to our standard 30-day guarantee.

9. Important Notes

  • We do NOT accept returns on bags that are damaged due to misuse or abuse (cut straps, intentional damage, missing hardware, etc.)
  • Normal wear and tear from testing the product is completely fine and expected
  • Our goal is your satisfaction. If something's not right, let us know and we'll make it right

10. Questions?

Email: support@kalia.com
Response time: Within 24 hours
Hours: Monday – Friday, 9 AM – 6 PM EST

We're real people who genuinely care about making sure you have the bag that works for your life.