Refund policy

At Kelmio, we want you to feel confident in your purchase. Every order is covered by our 30-Day Money-Back Guarantee, subject to the terms below.

30-Day Money-Back Guarantee

You may request a return within 30 days of the date your order was delivered.

To begin a return, contact us at hellokelmio@zohomail.com and provide:

  • Your full name
  • Order number
  • Reason for the return
  • Photos or videos if the item is damaged, defective, or incorrect

Returns sent without contacting us first may not be accepted.

Returns Without a Product Defect

If your product is not defective but you are unsatisfied with your purchase, you may return it within the 30-day return period.

The customer is responsible for:

  • All return shipping costs
  • Using a trackable shipping method
  • Returning the product, original bottle or container, and any unused portion

The product must be returned to the address provided by our support team. Do not return an order to the address shown on the original shipping label unless instructed to do so.

Once the return is received and approved, we will refund the purchase price of the returned item.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, leaking, or different from what you ordered, contact us within 30 days of delivery.

Please include clear photographs or videos showing:

  • The condition of the product
  • The packaging
  • The shipping label
  • The damaged or incorrect item

After reviewing the request, we will provide either:

  • A replacement at no additional cost, or
  • A refund to the original payment method

You will not be responsible for return shipping when an item is confirmed to be damaged, defective, or incorrect. We may not require the item to be returned.

Undelivered or Lost Orders

If your order has not arrived within the estimated delivery period, contact us at hellokelmio@zohomail.com

We will review the tracking information and contact the shipping carrier or supplier when necessary. If the shipment is confirmed to be lost or undelivered, we will offer:

  • A replacement at no additional cost, or
  • A refund to the original payment method

We are not responsible for delivery issues caused by:

  • An incorrect or incomplete address entered at checkout
  • A customer refusing the delivery
  • Failure to collect a package from the carrier
  • Delivery instructions that prevent successful delivery

Contact us as soon as possible if you notice an address error. We cannot guarantee that an address can be changed after an order has been processed.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

  1. Check around the delivery location.
  2. Ask household members or neighbors.
  3. Contact the shipping carrier.
  4. Contact us if the package remains missing.

We will assist with an investigation, but a replacement or refund is not guaranteed when the carrier confirms delivery to the address entered at checkout.

Refund Processing

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days after the refund is processed for it to appear in your account. Processing times depend on your bank or payment provider.

Any paid expedited shipping charges are non-refundable unless the order was damaged, defective, incorrect, or confirmed as undelivered.

Return Shipping

For returns involving no defect, the customer is responsible for return shipping.

We recommend using a trackable shipping service and retaining the shipping receipt. Kelmio is not responsible for returned packages that are lost or damaged while being shipped back.

Cancellations

Contact us immediately at hellokelmio@zohomail.com if you need to cancel an order.

We will attempt to cancel the order before processing or fulfillment, but cancellation is not guaranteed. Once an order has shipped, it must be handled according to this return policy.

Items That May Not Be Eligible

We may refuse a return or refund when:

  • The request is submitted more than 30 days after delivery
  • The customer cannot provide proof of purchase
  • The product was purchased from an unauthorized third party
  • The product has been intentionally damaged or misused
  • The return contains a different product
  • The customer does not return the item after being instructed to do so
  • The request shows evidence of fraud or abuse

This policy does not limit any rights available under applicable consumer-protection laws.

Contact Us

For return, refund, replacement, or delivery questions, contact: hellokelmio@zohomail.com