Refund policy

RETURN & REFUND POLICY

Last updated: May 11, 2026

This Return & Refund Policy governs all purchases made from Kailua Trading Co. through kailuatrading.com (the "Site"). By placing an order, you agree to the terms below.

1. ALL SALES FINAL ON CONSUMABLES
Due to health, safety, and food-safety regulations, ALL food, snack, beverage, supplement, personal care, and perishable items are FINAL SALE and are NOT eligible for return, exchange, or refund once the order has been placed, except where required by law.

2. LIMITED RETURN WINDOW (NON-CONSUMABLES ONLY)
Non-consumable, non-perishable items may be eligible for return within seven (7) calendar days of delivery, provided that the item is:
- unused, unopened, and in its original packaging;
- in fully resellable condition; and
- accompanied by proof of purchase.
Items that do not meet these conditions will be refused and returned at the customer's expense, or discarded at our discretion.

3. NON-RETURNABLE ITEMS
The following are non-returnable, non-refundable, and non-exchangeable under any circumstances:
- Food, snacks, candy, beverages, supplements, and any consumable product;
- Opened, used, damaged-by-customer, or partially consumed items;
- Clearance, closeout, final sale, promotional, or discounted items;
- Gift cards, digital products, and downloadable goods;
- Custom, personalized, or made-to-order items;
- Items purchased from third-party resellers or unauthorized retailers.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged, defective, or incorrect, you must notify us at support@kailuatrading.com within forty-eight (48) hours of delivery with:
- your order number;
- clear photographs of the item(s), packaging, and shipping label; and
- a description of the issue.
Claims submitted after 48 hours will not be honored. Remedies are limited, at our sole discretion, to replacement of the affected item (subject to availability) or store credit. Cash refunds are not guaranteed and are issued only where required by law.

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, misdelivered, or porch-pirated packages. Customers are encouraged to use secure delivery addresses and carrier insurance. Claims must be filed directly with the carrier.

6. SHIPPING CARRIER DELAYS
We are not responsible for carrier delays, weather-related delays, customs delays, or any event outside our reasonable control. Shipping costs are non-refundable.

7. RETURN PROCESS
Do NOT ship any item back without prior written authorization. Unauthorized returns will be refused. To request authorization, email support@kailuatrading.com with your order number and reason for return. If approved:
- The customer is responsible for all return shipping costs, including insurance and tracking.
- A restocking fee of up to twenty percent (20%) may apply.
- Original shipping charges are non-refundable.
- Refunds, when issued, will be made to the original payment method within ten (10) business days of our receipt and inspection of the returned item.

8. CHARGEBACKS
Customers agree to contact us first to resolve any order issue before initiating a chargeback. Fraudulent or abusive chargebacks will be disputed with full documentation and may result in account termination, collection action, and recovery of all related fees and costs.

9. REFUSED OR UNDELIVERABLE ORDERS
Orders refused at delivery, returned due to incorrect addresses provided by the customer, or undeliverable for any reason attributable to the customer, will be refunded less original shipping, return shipping, and a 20% restocking fee.

10. ALLERGENS, INGREDIENTS, AND PRODUCT SUITABILITY
Customers are solely responsible for reading all product packaging, ingredient lists, and allergen information before consuming or using any product. We do not accept returns or refunds based on personal taste, preference, dietary restriction, allergy, sensitivity, or suitability.

11. MODIFICATIONS
We reserve the right to modify, update, or change this policy at any time without prior notice. The version posted on the Site at the time of purchase governs 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 strictly limited to the amount actually paid by the customer for the specific product giving rise to the claim.