Returns & Refunds Policy
At Kalva Home, we want every order to be handled fairly, transparently and in accordance with applicable UK consumer law.
This Returns & Refunds Policy explains your statutory rights as a UK consumer as well as the additional return conditions offered voluntarily by Kalva Home.
Nothing in this policy affects or limits your statutory rights.
1. Your Statutory Right to Cancel
If you purchase a product from Kalva Home online as a consumer in the United Kingdom, you generally have the legal right to cancel your order without giving a reason.
You must notify us of your decision to cancel within 14 calendar days from the day you receive your order.
Once you have notified us that you wish to cancel, you normally have a further 14 calendar days to return the goods.
To exercise your right to cancel, contact us at:
Please include:
- your full name
- your order number
- the product you wish to return
- a clear statement confirming that you wish to cancel your purchase
You may also use the model cancellation form provided at the end of this policy, although using the form is not mandatory.
2. Kalva Home Extended 30-Business-Day Return Policy
In addition to your statutory rights, Kalva Home voluntarily offers eligible customers up to 30 business days from the date of delivery to request a return.
For returns requested after the statutory 14-day cancellation period but within our extended 30-business-day return period, the product must normally be:
- unused
- uninstalled
- undamaged
- complete
- returned with all original accessories and components
- returned in its original packaging where reasonably possible
This extended return policy is provided in addition to, and does not replace, your statutory rights.
3. How to Request a Return
Before returning a product, please contact:
Please provide:
- your order number
- the product concerned
- the reason for the return
- photographs where relevant, particularly for damaged, defective or incorrect products
Once your return has been reviewed, our customer service team will provide you with the appropriate return instructions.
Where applicable, we will also provide a return shipping label or arrange an appropriate return method.
Please do not send a product to our business address or any other address without first receiving return instructions from Kalva Home.
4. Return Shipping Costs
Kalva Home currently covers reasonable return shipping costs for eligible returns accepted under this policy.
Where a prepaid return label is provided, please use the label and instructions supplied by our customer support team.
For larger lighting products that cannot reasonably be returned using standard postal services, please contact us before arranging transport.
Do not independently arrange an expensive courier service unless this has been agreed with us in advance.
5. Change-of-Mind Returns
If you simply change your mind, you may exercise your statutory cancellation rights within the applicable legal period.
Under UK distance-selling rules, you are entitled to examine the product in a similar way to how you might reasonably inspect it in a physical shop.
However, we may make an appropriate deduction from the refund if the value of the product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
For example, please avoid:
- installing the light fitting
- wiring the product into an electrical system
- drilling or modifying components
- cutting cables unnecessarily
- removing protective components unless required for reasonable inspection
- damaging or discarding packaging before deciding whether to keep the item
These conditions do not remove your statutory rights.
6. Faulty Products
Products supplied by Kalva Home must meet the standards required by UK consumer law, including being of satisfactory quality, fit for purpose and as described.
If your product is faulty, please contact us as soon as reasonably possible at:
Where possible, include photographs or videos showing the issue.
Under UK consumer law, consumers may have a short-term right to reject faulty goods within 30 days of delivery and receive a refund.
After this initial period, you may have the right to request a repair or replacement and, in certain circumstances, a price reduction or final right to reject the goods if the problem cannot be resolved.
Nothing in this policy limits these statutory rights.
7. Damaged Products
If your order arrives damaged, please contact us as soon as possible.
We recommend contacting us within 48 hours where possible, as this allows us to investigate shipping damage quickly.
However, the 48-hour recommendation does not limit or remove your statutory rights.
Please send photographs showing:
- the damaged product
- the outer packaging
- the inner packaging
- the shipping label
- any visible impact or damage to the parcel
Contact:
Once the issue has been reviewed, we will provide an appropriate remedy, which may include:
- a replacement
- replacement parts
- a repair where appropriate
- or a refund
8. Incorrect Product Received
If you receive a product that does not match the item you ordered, please contact us at:
Please provide your order number and photographs of the product received.
Where Kalva Home has supplied the incorrect product, we will arrange an appropriate solution at no additional cost to you.
This may include:
- collection or return of the incorrect product
- shipment of the correct product
- or a refund
9. Missing or Undelivered Orders
If your order has not arrived within the expected delivery timeframe, please contact us.
We will review the tracking information and, where appropriate, investigate the shipment with the carrier.
If a parcel is confirmed as lost, we will provide an appropriate solution, which may include:
- a replacement
- or a refund
Please note that the seller remains responsible for the goods until they have been delivered to you or to a person you have identified to receive them, subject to applicable consumer law.
10. Natural Materials
Many Kalva Home lighting products incorporate natural materials such as:
- travertine
- marble
- natural stone
- wood
- rattan
- glass
- other naturally occurring materials
Natural materials are inherently variable.
Differences in:
- colour
- veining
- pores
- texture
- grain
- pattern
- mineral markings
- surface characteristics
may naturally occur from one piece to another.
These natural variations are part of the character of the material and are not automatically considered defects.
However, this provision does not apply where a product is genuinely damaged, faulty, materially different from its description or otherwise fails to meet your statutory rights.
If you are unsure whether a feature is a natural variation or a defect, please contact us and provide photographs.
11. Lighting Installation
We recommend that electrical lighting products are installed by a suitably qualified electrician in accordance with applicable UK electrical standards and installation requirements.
Before installation, please inspect the product carefully for:
- visible damage
- missing components
- incorrect colour or finish
- incorrect dimensions
- other obvious issues
If you identify a problem, please contact us before installation where reasonably possible.
Improper installation, unauthorised modification or damage caused by incorrect installation may not be considered a product defect.
This does not affect your rights where the product itself was faulty.
12. Custom, Personalised and Made-to-Order Products
Certain products that are:
- made to your specifications
- personalised
- customised
- specially manufactured for you
may be excluded from the statutory change-of-mind cancellation right.
Where this applies, it will be indicated on the relevant product page or communicated before purchase.
This exception does not affect your rights if the product is faulty, damaged, not as described or otherwise does not comply with applicable consumer law.
13. Order Cancellation Before Dispatch
If you wish to cancel an order before dispatch, please contact us as soon as possible at:
If the order has not yet entered the fulfilment or dispatch process, we will make reasonable efforts to cancel it.
If your order has already been dispatched, you may exercise your applicable return and cancellation rights after delivery.
14. Exchanges
We accept exchanges for eligible products.
In many cases, the fastest method is to:
- request a return for the original product
- place a new order for the preferred product, finish or model
If the exchange relates to a faulty, damaged or incorrectly supplied product, please contact our customer support team so that we can arrange the appropriate solution.
15. Refunds
Once your return has been received, we will inspect it and notify you of the outcome.
Where you exercise your statutory cancellation rights, refunds will be processed in accordance with applicable UK consumer law.
In general, we will issue the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, where applicable.
Your bank, credit card provider or payment provider may require additional time to display the refund in your account after we have processed it.
16. Refund of Original Delivery Charges
Where you validly exercise your statutory right to cancel an online order, we will refund the amount paid for the products together with the cost of the standard delivery option, where a delivery charge was originally paid.
If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the standard delivery cost.
If standard delivery was free, there is no delivery charge to refund.
17. Refund Method
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed where permitted by law.
We do not normally issue refunds through an unrelated payment method.
18. Deductions From Refunds
For statutory change-of-mind returns, we may make a reasonable deduction where the product has lost value because it was handled beyond what was necessary to establish its nature, characteristics and functioning.
Examples may include:
- signs of installation
- physical modification
- damaged surfaces
- cut or modified wiring
- missing accessories
- damage caused after delivery
Any deduction will be assessed reasonably and in accordance with applicable UK consumer law.
No deduction will be made simply because the customer reasonably inspected the goods.
19. Proof of Purchase
We may request reasonable proof that the product was purchased from Kalva Home.
This can include:
- an order confirmation
- order number
- receipt
- payment record
- other evidence of purchase
UK guidance permits businesses to request proof of purchase when handling returns and refunds.
20. Return Address
Please do not return products without first contacting us.
The correct return location may depend on the product, fulfilment location and circumstances of the return.
After your return request has been approved, Kalva Home will provide the appropriate return instructions and return address.
Our business contact address is:
Kalva Home
8206 Louisiana Blvd NE
Ste A #9724
Albuquerque, New Mexico 87113
United States
Please note that this business address should not automatically be used as a returns warehouse unless our customer support team specifically instructs you to send your return there.
21. Contact Us
For questions about returns, cancellations, refunds, damaged goods or faulty products, contact:
Email: help@kalvahome.com
We aim to respond to customer enquiries within 24 hours.
22. Your Statutory Rights
This Returns & Refunds Policy provides additional information about how Kalva Home handles returns.
Nothing in this policy is intended to exclude, restrict or reduce any rights you have under applicable UK consumer law.
UK consumers may have rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
23. Model Cancellation Form
You may use the following form if you wish to cancel an eligible distance contract.
Use of this form is optional.
Model Cancellation Form
To:
Kalva Home
Email: help@kalvahome.com
I hereby give notice that I cancel my contract of sale for the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Signature of consumer:
(only if this form is submitted on paper)
Date:
24. Legal Information
Trading name: Kalva Home
Entity type: Limited Liability Company (LLC)
Entity ID: 0008106708
Email: help@kalvahome.com
Business address: 8206 Louisiana Blvd NE, Ste A #9724, Albuquerque, New Mexico 87113, United States