Kala Return Policy

At Kala, we stand behind the quality of our products and want you to feel confident in your purchase. If your device doesn’t meet your expectations, we’ll work with you to make it right.

You can return eligible products purchased directly from kalaredlight.com within 30 days of the delivery date for a refund.

Eligibility

To qualify for a return, items must be:

  • In like-new condition with no signs of damage, misuse, or excessive wear.

  • Returned with all original accessories, manuals, and packaging.

  • Pre-approved through our Returns (RMA) process before being sent back.

Important: Unauthorized or unannounced returns may be refused.

Items Not Eligible for Return

Certain products are final sale due to their nature or customization. These include:

  • Kala Renew refurbished devices or any products identified as final sale
    These are not eligible for returns but remain covered by warranty service. If your machine arrives damaged or you receive the wrong product, please contact us immediately.

  • Custom or branded items

  • The following products due to hygiene, assembly, or size:
    Kala Mask, Kala Neck Rejuvenator, Kala Wand, Kala PEMF Mat, Kala Wrap, Kala Sauna Blanket, Kala Quad, Kala Duo, Kala Vertical Stand, Kala Horizontal Stand, Kala Goggles, Kala Sauna

  • Oversized installations, such as recovery room setups or custom sauna builds

Warranty service still applies to these items.

Retail & Marketplace Purchases

If you purchased your Kala product through a retailer or marketplace (e.g., Costco, Amazon), please contact us first, we can likely help you! If it is just a return inquiry reach out to them directly to process your return under their policies.

How to Start a Return

  1. Email kala@kalaredlight.com with:

    • Your order number

    • Full name

    • Reason for return

  2. We’ll issue a Return Merchandise Authorization (RMA) and provide shipping instructions.

  3. Return the item within 14 days of receiving your RMA using a trackable shipping method.

Shipping & Fees

  • Outbound shipping from Kala is free for standard deliveries in most regions.

  • Expedited shipping upgrades and remote-area surcharges are non-refundable.

  • Return shipping to our warehouse is your responsibility.

  • A $15 restocking fee applies to all returns to support environmentally-conscious processing.

Refund Timeline

  • Refunds are processed to the original payment method within 5–10 business days after we receive and inspect your return.

  • If you paid using installments (Shop Pay, Klarna, etc.), refunds are managed according to the provider’s terms.

  • Duties and taxes are non-refundable.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please notify us within 72 hours with photos or videos of:

  • The product

  • Packaging

  • Shipping label

This helps us quickly resolve the issue and send a replacement.

International Returns

  • International customers are responsible for return shipping, duties, and taxes.

  • Returns must be prepaid and include tracking information.

  • We cannot accept COD/collect shipments.

Warranty Coverage

If your product develops an issue outside the 30-day return window, our warranty program may cover repairs or replacements.
Please email kala@kalaredlight.com with your proof of purchase for assistance.

Policy Abuse

We reserve the right to limit or decline returns in cases of:

  • Excessive or repetitive returns

  • Products returned in non-resalable condition

  • Suspected fraudulent activity

Questions?

We’re here to help!
Email: kala@kalaredlight.com