Terms for earlier orders
This page preserves the refund and shipping terms supplied with previous Kaldova bar orders. The Velkan rebrand does not change those terms. These are historical terms and do not apply to the Velkan coffee maker.
Refund terms for previous Kaldova bar orders
The existing 60 Night Results Promise and bar terms below continue to apply to previous bar orders. Those orders retain the terms provided when they were placed.
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
Shipping terms for previous Kaldova bar orders
The following shipping terms continue to apply to previous bar orders. Those orders retain the shipping terms provided when they were placed.
We currently ship to the United States.
Order processing
Orders are processed within 1 to 3 business days of being placed. Orders placed on a weekend or a public holiday are processed on the next business day.
Delivery times
Estimated delivery is 8 to 16 business days from dispatch.
This is an estimate and not a guarantee. Carrier delays, customs processing and peak periods can extend it. If you are ordering ahead of a specific date or occasion, please allow additional time - and bear in mind the bar itself works on a 4 to 8 week timeline once it reaches you. We cannot guarantee arrival by any particular date.
Shipping cost
Shipping is free on every order, with no minimum and no threshold. There are no additional shipping charges at checkout.
Tracking
You will receive a tracking number by email once your order is dispatched. Tracking information can take a few days to begin updating after dispatch, which is normal and does not mean anything is wrong.
Packaging and privacy
Every order ships in a plain mailer with no branding and no product description on the outside. Your card statement will show KALDOVA and nothing else.
Duties and taxes
Any import duties, taxes or customs charges that may apply are the responsibility of the recipient.
Storing the bar when it arrives
Keep it dry until you start using it, and on a draining dish once you do. A bar left sitting in water softens and you will lose a week of it.
Incorrect delivery addresses
Please check your delivery address carefully before completing your order. We cannot change an address once an order has entered fulfilment, and we are not responsible for orders delivered to an address that was entered incorrectly at checkout. Orders returned to us as undeliverable or refused are handled under our refund policy.
Delayed or missing orders
If your tracking has not updated for 10 business days, or your order has not arrived within 25 business days of dispatch, email support@kaldova.com with your order number. We will investigate with the carrier and put it right.
Contact
Any question about shipping or the status of an order: support@kaldova.com