Return & Refund Policy

Last updated: September 10, 2026

If an item isn’t right for you, contact us. This policy explains when you can return an item, how to arrange a return and when to expect your refund.

1. Return Time Frame

You can request a return within 14 days of delivery. Once authorized, send the item within 14 days of receiving your return instructions. Your parcel must be dispatched within this period; it does not need to reach our facility within 14 days.

For change-of-mind returns, items must be unused, unaltered and complete, including any accessories or parts supplied. Use the original packaging where available, or suitable protective packaging for the return journey.

There is no restocking fee.

2. Order Fulfillment & Return Location

Kelmera is a U.S.-based business located in Brooklyn, New York. Our products are fulfilled and shipped through international logistics partners outside the United States.

Our Brooklyn address is our business contact address. It is not a dispatch warehouse or return facility.

Approved returns are sent to an international return facility outside the United States. We provide the exact return address and shipping instructions after your Return Authorization (RA) is approved.

Please contact us before returning anything. Do not send returns to our business address or the sender address printed on your parcel.

For change-of-mind returns, you pay international return postage. This may cost more than domestic postage, particularly for heavy or bulky items. Contact us before purchasing if you need information about the return destination.

3. How to Start a Return

Email hey@kelmera.com within 14 days of delivery, including your order number and reason for returning.
Our team will review your request and reply within one business day.
Once authorized, you will receive your return reference, destination address and shipping instructions.
Package your item securely and dispatch it within 14 days of authorization.
Share your tracking details with us and keep your postage receipt.

If you have already shipped an item without authorization, contact us with your order number and tracking details so we can help identify the parcel.

4. Return Shipping Costs

Change of mind

If you choose the wrong size or finish, or decide you no longer want an eligible item, you pay international return postage. The cost depends on the destination, carrier, parcel size and weight, and is not reimbursed.

We refund the full product price for an eligible return. We charge no restocking fee and deduct no original shipping charge, because standard outbound shipping is free.

Damaged, defective or incorrect items

If your item arrives damaged, defective, wrong, incomplete or materially different from its description, Kelmera covers the shipping costs needed to resolve the issue. This includes international return postage when a return is required.

Contact us before purchasing postage so we can arrange the appropriate instructions. You may choose a replacement, replacement part or full refund. Any applicable original shipping charge is included in a full refund.

5. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives and email hey@kelmera.com within 14 days of delivery if something is wrong.

To help us investigate, include:

Your order number and a description of the issue.
Clear photographs of the item, where possible.
Photographs of the packaging and shipping label, if available.

A short video may help demonstrate an operating fault. Contact us even if packaging photographs are unavailable.

These reporting instructions do not limit your rights under applicable law.

6. Refund Processing

We inspect your return and process an eligible refund within 10 business days of receiving it. This period includes inspection time—it does not begin after inspection.

We email you the outcome and refund confirmation. Refunds go to your original payment method, and your bank or payment provider may need additional time to display the credit.

International return transit occurs before this refund-processing period begins.

If you have not received a refund confirmation within 10 business days of return delivery, contact us with your order number and tracking details.

Business days are Monday through Friday, excluding U.S. public holidays.

7. Exchanges

You can request an exchange within 14 days of delivery, subject to the same eligibility requirements as a return. Contact us to confirm the requested size, finish or other available option before sending your item.

For a change-of-mind exchange, you pay international return postage. If the original item arrived faulty or incorrect, Kelmera covers the associated replacement shipping costs.

8. Optional Partial Refunds

For a change-of-mind return, we may offer an optional partial refund if you prefer to keep the item. Any amount is agreed with you by email.

You can decline the offer and proceed with an eligible return for a full product refund.

9. Items Not Eligible for Change-of-Mind Returns

The following are excluded:

Hardwired fixtures that have been installed or show installation marks.
Items that have been cut, drilled, repainted or otherwise altered.
Made-to-order or personalized items.
Gift cards.
Items damaged after delivery through mishandling or normal wear.
Return requests made more than 14 days after delivery.

These exclusions do not limit remedies for items that arrive damaged, defective, incorrect, incomplete or not as described.

10. Product Appearance & Suitability

Natural stone and wood may vary in grain, color and texture. Lighting conditions and screen settings can also affect how a product appears. Normal variation does not excuse damage, defects or a material difference from the product description.

Before ordering, check the selected listing for dimensions, included parts, framing options and installation requirements. For lighting, check the specified power supply and suitability for the intended location.

If a detail is unclear, contact us. You can also read our Product Care guidance.

11. Cancellations & Undelivered Orders

Before dispatch: Email us as soon as possible with your order number. Orders canceled before dispatch receive a full refund.

After dispatch: Contact us for assistance. If you no longer want the item, follow the return process after delivery.

Missing orders: Contact us if your order has not arrived within its estimated delivery window. If non-delivery results from our error or the carrier losing, damaging or disposing of the parcel before delivery, we arrange a replacement or full refund. A carrier investigation does not remove any refund rights you have under applicable law.

If a parcel is returned because delivery could not be completed, contact us to arrange a product-price refund or another delivery attempt. We do not deduct undisclosed original-shipping or return-handling fees. Any optional redelivery charge will be quoted for your agreement before resending.

See our Shipping Policy for further details.

12. Your Consumer Rights

Nothing in this policy limits your rights or remedies under applicable consumer protection laws. Our voluntary change-of-mind conditions do not remove remedies for damaged, defective, incorrect or misdescribed goods.