Terms of service

Article 1 – Definitions

In these Terms and Conditions, the following definitions apply:

  • Cooling-off period: The period within which the consumer can exercise their right of withdrawal.
  • Consumer: A natural person who is not acting in the course of their trade, business, or profession and who enters into a distance contract with the entrepreneur.
  • Day: Calendar day.
  • Durable medium: Any tool that allows information to be stored and reproduced unchanged for future consultation.
  • Right of withdrawal: The consumer’s ability to withdraw from the contract within the cooling-off period.
  • Entrepreneur: The legal entity selling products remotely to consumers.
  • Distance contract: An agreement concluded remotely using technology for distance communication.
  • Technology for distance communication: Any method allowing a contract to be concluded without physical presence.
  • General Terms and Conditions: These Terms and Conditions of the entrepreneur.

Article 2 – Identity of the Entrepreneur

Kalsten
Email: support@kalsten.com

Article 3 – Applicability

These Terms and Conditions apply to every offer and contract between the entrepreneur and the consumer.

Before concluding a distance contract, the consumer will have access to these Terms and Conditions.

If the contract is concluded electronically, the Terms and Conditions will be provided in a storable format.

Article 4 – The Offer

  • Limited offers or conditions will be explicitly stated.
  • All offers are non-binding and may be modified at any time.
  • Product images are representative; minor variations may occur.
  • Prices exclude import duties, customs fees, and local taxes.
  • The entrepreneur is not responsible for customs clearance charges.

Article 5 – The Agreement

  • The agreement is concluded once the consumer accepts the offer.
  • Electronic acceptances are confirmed promptly.
  • Secure measures are used for online transactions.
  • Orders may be canceled due to payment issues, fraud, or pricing errors.

Article 6 – Right of Withdrawal

  • Orders may be returned within 14 days of receipt.
  • Items must be unused, resellable, and in original packaging.
  • Return requests must be sent to support@kalsten.com.
  • Return shipping costs are the consumer’s responsibility unless the product is defective.
  • Refunds are processed within 7 business days after inspection.

Article 7 – Exclusion of Right of Withdrawal

  • Custom-made or personalized products.
  • Opened hygiene-sensitive products.
  • Digital downloads or gift cards.
  • Used or damaged products.

Article 8 – Prices and Payments

All prices are listed in USD and may change without notice.

Accepted payment methods:

  • American Express
  • Apple Pay
  • Google Pay
  • Maestro
  • Mastercard
  • Shop Pay
  • UnionPay
  • Visa

Customers are responsible for customs fees, import duties, and local taxes.

Article 9 – Delivery & Shipping

  • Processing time: 1–4 business days.
  • Shipping time: 5–10 business days (Monday–Saturday).
  • Delivery times are not guaranteed due to external factors.
  • Lost shipments may be refunded or replaced after investigation.

Article 10 – Address Changes

Article 11 – Defective or Incorrect Products

  • Issues must be reported within 7 days of delivery.
  • Photo evidence must be provided via email.
  • Replacement or refund will be offered for verified defects.

Article 12 – Import Duties & Customs Delays

  • Customers are responsible for all import-related charges.
  • Customs delays are beyond Kalsten's control.
  • Refunds for refused packages exclude return shipping and customs costs.

Article 13 – Limitation of Liability

To the maximum extent permitted by law, Kalsten shall not be liable for any direct, indirect, special, incidental, or consequential damages arising out of the use or inability to use the materials on this site. This includes, but is not limited to:

  • Shipping or customs delays.
  • Transit-related damages.
  • Import duties and local charges.
  • Minor product variations.

Kalsten will assist with resolutions but is not responsible for manufacturing defects beyond the replacement of the item.

Article 14 – Force Majeure

Kalsten is not liable for delays or failures in performance caused by circumstances beyond our reasonable control, including:

  • Natural disasters or pandemics.
  • Strikes or supply chain disruptions.
  • Government actions or regulations.
  • Severe weather conditions.

No compensation can be claimed for force majeure delays.

Article 15 – Intellectual Property

The website and its contents are owned by Kalsten, our licensors, or providers and are protected by intellectual property laws. Material may not be copied, modified, reproduced, downloaded, or distributed without our prior written permission.

Any feedback, comments, ideas, improvements, or suggestions provided by you to us shall become our sole property. We shall be free to use, copy, modify, publish, or redistribute the suggestions for any purpose without credit or compensation to you.

Article 16 – Indemnification

You agree to indemnify and hold Kalsten and our affiliates harmless from any claim or demand, including reasonable attorneys' fees, arising out of your use of the website, violation of this Agreement, or violation of any third-party rights.

Article 17 – Privacy and Cookies

We use cookies to identify areas of the website you have visited and to enhance performance and functionality. By using our website, registering an account, or making a purchase, you consent to our practices described in our Privacy Policy.

Article 18 – Severability and Waiver

If any provision of this Agreement is held unenforceable, that provision will be modified to achieve the intent to the greatest extent allowed by law, and the remaining provisions will remain in full force and effect. Failure to exercise a right under this Agreement does not constitute a waiver of that right.

Article 19 – Complaints

  • Complaints must be submitted within 7 days of discovery.
  • Responses are provided within 14 days.
  • Valid complaints may result in repair or replacement.

Article 20 – Disputes and Governing Law

All agreements are governed exclusively by Dutch law, regardless of the consumer’s location. The Vienna Sales Convention (CISG) is explicitly excluded.

Contact Information

Email: support@kalsten.com

Customer Service:
Monday to Friday: 8:00 AM - 6:00 PM PST

We will respond to your email within 24 hours (Mon–Fri). Weekend messages will be answered on Monday.