Refund policy

At KÄLLA we want you to feel completely at ease when you try something new. Our products are made to work in your everyday life, and on the rare occasion they don't, we would far rather make it right than hold you to a sale.

You have two separate ways to send something back, and you can use whichever fits your situation: our 30-Day Money-Back Guarantee, and your 30-Day Right of Withdrawal.

30-Day Money-Back Guarantee

Also known as our satisfaction guarantee. The two names mean the same thing.

This is our extra promise to you, over and above your legal rights. If you have given one of our products a fair try and simply didn't feel a difference, we will give you your money back, with no complicated questions.

It goes further than your standard right of withdrawal in two ways: it covers you for longer, and it still applies even if you have opened and used the product.

A few things worth knowing:

• The guarantee applies to your first order of a given product, and not to any repeat or later orders of that same product.
• Some products sit outside this guarantee, including all of our tests, Vitamin D, Magnesium, and bundles. The Delivery & Returns section on each product page always tells you whether the guarantee applies, so it is worth a quick look before you buy.
• To use the guarantee, simply email us at support@kalla.com and we will take it from there. In most cases we won't ask you to send anything back. We do reserve the right to request a return, or to decline the guarantee, where we have good reason to believe it is being used in bad faith.

30-Day Right of Withdrawal

Every customer in the EU has a legal right to change their mind. We have chosen to extend that right from the usual 14 days to a full 30 days, giving you more time to be sure.

This right applies to all of our products, with one exception: the Microbiome Test. Because it is prepared specifically for you and creates costs for us the moment it is sent, it cannot be withdrawn once it has been dispatched.

To use your right of withdrawal, your product needs to be in good condition, with the seal and packaging unbroken.

To get started, use our return form or email us at support@kalla.com. Either way, one of our customer care team will reply with a return shipping slip.

We reserve the right to charge for return shipping. Where we do, the cost is simply deducted from your refund. The exact amount depends on the delivery method you originally chose and the return options available where you live.

A few things that apply to both

Where you bought matters. Both rights apply only to products bought directly from kalla.com. If you bought your KÄLLA product from another retailer, please contact them directly, as they will handle your return under their own policies.

Always reach out first. Please contact us before sending anything back, so we can provide your return shipping slip. Returns sent any other way cannot be accepted.

Subscriptions and your right of withdrawal. When you start a subscription, the choice to subscribe is shown clearly on the product page, in your cart, at checkout, and again in a separate confirmation you receive once your subscription begins. Because of this, and in line with EU rules, the right of withdrawal on a subscription applies to your first order, not to renewals that follow.

Refunds and timing

Once your return or guarantee claim is approved, we process your refund as quickly as we can, often the very same day.

How soon it then reaches you depends on the routines of your bank or card provider, which is outside our control. If you haven't seen your refund within 15 business days of our confirmation, get in touch. We can give you a transaction ID so your bank can trace the transfer for you.