Refund policy
RETURN & REFUND POLICY
Last updated: October 22, 2026
This Return & Refund Policy covers purchases made from Kailua Trading Co. through kailuatrading.com (the "Site").
1. 14-DAY RETURN WINDOW
You may request a return within fourteen (14) calendar days of delivery. To qualify for a refund, the item must be:
- unopened, unused, and in its original sealed packaging;
- in sellable condition; and
- accompanied by your order number or proof of purchase.
Customers are responsible for return shipping costs on regular returns. Return shipping is free only for damaged, defective, or incorrect items (see Section 4).
2. FOOD SAFETY: OPENED ITEMS
Because most of our products are food, opened, used, or partially consumed items may be refused for food-safety reasons. This does not limit your rights under Section 4 if an item arrives damaged, defective, or incorrect.
3. NON-RETURNABLE ITEMS
The following cannot be returned for a refund:
- opened, used, or partially consumed items (except as covered in Section 4);
- gift cards and digital products;
- items purchased from third-party distributors or other retailers.
4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged, defective, or incorrect, please email support@kailuatrading.com within fourteen (14) days of delivery with your order number, photos of the item(s) and packaging, and a short description of the issue. We will send a replacement or issue a refund to your original payment method, whichever you prefer, subject to availability. You will not be charged return shipping for damaged, defective, or incorrect items.
5. LOST OR STOLEN PACKAGES
Once a package is marked "delivered" by the carrier, title and risk of loss transfer to the customer. Kailua Trading Co. is not responsible for lost, stolen, or misdelivered packages after delivery, but we will help you file a claim with the carrier. Please contact us at support@kailuatrading.com.
6. SHIPPING CARRIER DELAYS
We are not responsible for carrier, weather, or other delays outside our reasonable control. Original shipping charges are non-refundable except for damaged, defective, or incorrect items.
7. HOW TO RETURN AN ITEM
Email support@kailuatrading.com with your order number and the reason for the return before sending anything back, and we will reply with return instructions. For returns of unopened items that are not damaged, defective, or incorrect:
- the customer is responsible for all return shipping costs;
- there is no restocking fee;
- refunds go to the original payment method within ten (10) business days after we receive and inspect the item.
8. PAYMENT DISPUTES
If there is a problem with your order, please contact us first at support@kailuatrading.com so we can try to resolve it quickly. This does not limit your right to dispute a charge with your card issuer.
9. REFUSED OR UNDELIVERABLE ORDERS
If an order is refused at delivery or returned because of an incorrect address provided by the customer, we will refund the order once it comes back to us, less the original and return shipping costs. There is no restocking fee.
10. ALLERGENS AND INGREDIENTS
Please read all product packaging, ingredient lists, and allergen information before eating or using any product. Unopened items may be returned under Section 1 for any reason, including taste or dietary needs.
11. CHANGES TO THIS POLICY
We may update this policy from time to time. The version posted on the Site at the time of your purchase applies to that order.
12. LIMITATION OF LIABILITY
To the maximum extent permitted by law, Kailua Trading Co. and its affiliates shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages arising from any purchase. Total aggregate liability for any claim is limited to the amount actually paid by the customer for the specific product giving rise to the claim.