Refund policy
This policy sets out the only terms on which returns, replacements and refunds are given. Please read it before ordering.
The 60-Night Results Promise
You have 60 nights from the date your order is delivered to raise a claim. Use the bar daily during that period. If it is not working for you by night 60, email support@kaldova.com to open a return request and we will make it right.
Making it right normally means a free replacement bar. Where a replacement is not the right answer, we may offer a partial refund or a full refund. Which resolution applies is assessed case by case at our discretion, based on the circumstances of your claim. This promise is not an unconditional money-back guarantee and should not be read as one.
You will not be asked to ship anything back. A return request is simply how a claim is opened; we do not require the product to be returned and we do not provide return labels.
The 60-night window is measured from the delivery date recorded by the carrier and is not extended for any reason, including delayed opening of the parcel, travel, illness or interrupted use. Requests received after the window has closed cannot be accepted.
Who the promise applies to
- It applies to your first order only, and to one claim per customer, household, delivery address or payment method.
- It applies only to orders placed directly on kaldova.com. Products bought from any other seller, marketplace or reseller are not covered.
- Where an order contains more than one bar, a claim covers the order as a whole.
- Repeat purchases made after a resolved claim are final sale.
How to open a return request
- Email support@kaldova.com with the subject line "60 Nights".
- Include your order number, the name the order was placed under, and a short description of how you have been using the bar - how often, on which areas, and whether you left the lather on for the full three minutes.
- We reply within 2 business days with the resolution.
- Where a refund is granted, it is issued to the original payment method within 5 business days of approval. Your bank may take a further 5 to 10 business days to post it.
We ask about usage because most claims at day 60 turn out to be a fixable problem - contact time, frequency, or a type of mark that no topical product reaches. It is quicker for you than a refund and it usually solves it.
Order cancellations
You may cancel before your order enters fulfilment. Orders are sent for fulfilment quickly, usually within 1 business day, so email us immediately if you need to cancel. Once an order has entered fulfilment it cannot be cancelled, though the 60-Night Results Promise still applies once it arrives.
Incorrect, damaged or missing items
If we sent the wrong item, or your order arrives damaged, email support@kaldova.com within 14 days of delivery with your order number and a photograph of the item and packaging. Where the error is ours we will replace the order at no cost to you and you will not need to return anything. Claims made outside this 14-day window are handled under the 60-Night Results Promise instead.
Delivery addresses
Please check your delivery address before completing your order. We cannot change an address once an order has entered fulfilment. Orders returned to us as undeliverable, refused, or delivered to an address entered incorrectly at checkout are not eligible for a free replacement. We will reship at your cost, or refund the amount paid less our outbound shipping cost, at our discretion.
Skin reactions
This is an active cosmetic product for external use only. Patch test before first use. If you experience irritation, stop using it and email us - you do not need to wait out the 60 nights in that case. It is not intended to diagnose, treat, cure or prevent any disease and is not a substitute for medical advice.
Abuse of this policy
The promise is offered in good faith to customers genuinely trying the product. We reserve the right to decline a claim, refuse future orders and cancel pending orders where we reasonably believe this policy is being abused. That includes repeat claims across multiple accounts, addresses or payment methods, and orders placed for resale.
Chargebacks
Please contact us before raising a dispute with your bank or card issuer. We honour this policy as written, and a chargeback filed without contacting us first slows resolution down rather than speeding it up.
Contact
Any question about a claim: support@kaldova.com