Refund policy
Try it before you open a box
Every first order ships with three trial sachets, loose, outside the box. Open those first. If KaLOHAS is not for you, keep the boxes unopened and send them back within 30 days. For orders delivered in Singapore you pay nothing, not even return postage.
30-day returns on unopened boxes
For orders delivered in Singapore, you can return unopened boxes within 30 days of delivery, for any reason. A box counts as unopened when all 25 sachets are inside, sealed and unused. We pay return postage and there is no restocking fee.
Opened boxes and used sachets cannot be returned or refunded for a change of mind. That is what the trial sachets are for. If something is wrong with a box, opened or not, see If something arrives wrong below.
How we work out your refund
We refund what you paid, minus our standard price for the boxes you keep, using the cheapest combination of our 1, 2, 3 and 6-box prices.
Example: you buy 6 boxes for S$298, open one and return the other five unopened. One box costs S$68, so we refund S$230.
Rewards points earned on the refunded amount are removed from your account. The trial sachets are yours to keep; they have no cash value and are never deducted from a refund.
If something arrives wrong
Damaged in transit, the wrong item, a short-dated box, or a sachet that has failed its seal: send us a photo within 7 days of delivery and we will send a replacement or refund you in full, whichever you prefer. No return needed. This applies wherever your order was delivered.
How to start a return
Email info@kalohas.sg with your order number, how many boxes you are returning and, where relevant, a photo. We reply within one business day and arrange collection. Refunds go back to the original payment method within 7 business days of the returned boxes reaching us, or of us approving your photo if something arrived wrong. Your bank may take a few days more to show it.
What this policy does not cover
- Products bought from a shop or marketplace other than this website. Those go back to the seller you bought them from, under that seller's policy.
- Orders placed for resale or in commercial quantities.
Orders delivered outside Singapore
Orders delivered outside Singapore cannot be returned or refunded for a change of mind, because food cannot easily travel back across a border. If something arrives damaged or wrong, If something arrives wrong above still applies. Any import duty or tax you have already paid is not refundable by us; you would need to claim that from the customs authority in your country.
Your rights under Singapore law
Nothing in this policy takes away your statutory rights. Under the Consumer Protection (Fair Trading) Act, if goods do not conform to the contract at the time of delivery you may require us to repair or replace them and, where that is not possible or not reasonable, to reduce the price or refund you. Where a defect appears within six months of delivery, it is presumed to have existed at delivery unless we can show otherwise. These rights apply whatever this policy says, and they sit alongside the returns policy above rather than being replaced by it.