Pre-order cancellations
You can cancel your pre-order anytime before shipment for a full refund. No questions, no fees. To cancel, contact us at hello@getkyla.com with your order number.
You will receive a refund to your original payment method within 5 to 10 business days of cancellation confirmation.
30-day return window
For shipped orders, you have 30 days from the date of delivery to return KYLA Performance for a full refund. The product must be in its original condition: unused or lightly used, with all original packaging and accessories included.
Return conditions
To be eligible for a return, the product must meet these conditions:
- Returned within 30 days of delivery
- In good condition (no significant wear or damage beyond normal use)
- Includes all original parts: both Kyla Performance units, dust bag, clips, and brand book
- Original packaging where possible
We reserve the right to deny refunds for products returned outside this window or in unacceptable condition.
How to start a return
To begin a return, contact us at hello@getkyla.com with your order number and reason for return. We will respond within one business day with a return label and instructions.
You are responsible for shipping the product back to us. We will provide a prepaid return label for orders within the EU. For international returns, we will reimburse standard return shipping costs upon receipt of the product.
Refund timeline
Once we receive and inspect your return, we will issue a refund to your original payment method within 5 business days. Depending on your bank or card provider, it may take an additional 3 to 10 business days for the refund to appear on your statement.
Exchanges
We do not offer direct exchanges. To exchange a product, return it for a refund and place a new order.
Damaged or defective items
If your product arrives damaged or develops a manufacturing fault during the warranty period, we will replace it at no cost. See our two-year manufacturing warranty terms in the Terms of Service.
Non-returnable
We cannot accept returns of products that have been heavily used, damaged through misuse, or are missing original parts.
Questions
If you have any questions about a return or refund, contact us at hello@getkyla.com.