Our commitments, warranty & customer service

If your order is missing, it may not have been registered correctly. Contact our customer service for quick assistance.

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Upon delivery, inspect the item in the presence of the courier. If damaged, note it on the delivery slip (BL) and inform us immediately. Without reporting to the courier, a refund cannot be guaranteed.

Before ordering, check the item’s compatibility. If it is intact and in its original packaging, a return is possible at your expense. We cover costs only if the error is ours (wrong reference or defective product).

Your request has been received. Avoid sending multiple messages; this will not speed up processing. We will reply as soon as possible.

Refunds are issued after receiving and inspecting your return, within 2 à 3 weeks. We will keep you informed by email.

A payment decline can have several causes:

• Bank issues:
  • Limit exceeded: use SEPA transfer for large amounts.
  • Insufficient balance: check your account.
  • Input error: confirm the details (CVV, card number).
  • Opposition: use another card or account.
• Technical issues:
  • 3D Secure failure: retry the transaction.
  • Unusual login: try from a known device.
  • Site error: wait and try again later.

Your payments are processed by NOVALDIS SAS, 24 Boulevard Marcel Dassault, 64200 Biarritz.

Refund conditions:

• Item intact in its original packaging.
• Delivery refused due to damage reported to the courier.
• Not present at delivery: re-delivery fees apply, partial refund if returned.
• Transport damage: refuse delivery and contact us.
• Time limit: 14 days after receipt, according to law.
• Return costs: at your expense, unless error is ours.
• Defective products: transport damage or guaranteed defect → refund or replacement. Misuse → no return accepted.

To initiate a return, contact customer service by email.

Upon receipt:

• Check the contents in the presence of the courier.
• If the courier refuses to wait, refuse the delivery.
• Contact us if there is a problem.

In case of anomaly:

• Missing parcel: note "1 parcel missing out of 2" on the BL, take photos, and send to service-client@kalibain.com.
• Damaged item: note "Product scratched on the right side" on the BL and attach photos.
• Notes must be precise (not "damaged packaging"). Without this, no claim is possible (Article L133-3 of the Commercial Code).