Return Policy.

1. Our Commitment

We want you to be satisfied with your KUAI purchase. If something’s not right — damaged product, missing items, or you’re simply not happy with your order — we’ll make it right.

2. 30-Day Satisfaction Window

You have 30 days from the date of delivery to contact us about any issue with your order. After 30 days, we are unable to offer a refund or replacement.

To start a return or refund request, email us at hello@kuai.energy with your order number and a brief description of the issue. We’ll respond within 2 business days.

3. What We Cover

Full Refund or Replacement

  • Damaged or defective products (please include a photo of the damage)

  • Incorrect items received

  • Missing items from your order

  • Products that arrive expired or with compromised packaging

Partial Refund or Store Credit

  • Products you’ve tried but are unsatisfied with — we may offer a partial refund or store credit on a case-by-case basis, especially for first-time customers

Not Eligible for Refund

  • Orders where the shipping address was entered incorrectly by the customer

  • Packages confirmed delivered by the carrier but reported as not received (we will assist you in filing a claim with the carrier)

  • Requests made after the 30-day window

  • Products purchased through third-party retailers (contact the retailer directly)

4. How Refunds Work

Once your refund is approved, it will be processed to your original payment method within 5–10 business days. The exact timing depends on your bank or credit card provider. You’ll receive an email confirmation when your refund has been issued.

If you were offered store credit, it will be sent to your email as a discount code valid for 12 months.

5. Returns and Exchanges

Due to the consumable nature of energy gels, we generally do not require you to return the product. In most cases, we’ll issue a refund or replacement without a return shipment. If we do request a return, we’ll provide a prepaid shipping label at no cost to you.

We do not currently offer direct exchanges. If you’d like a different product, we’ll process a refund and you can place a new order.

6. Order Cancellations

If you need to cancel an order, email us at hello@kuai.energy as soon as possible. If the order has not yet shipped, we’ll cancel it and issue a full refund. If the order has already shipped, you’ll need to wait for delivery and then request a return under this policy.

7. Contact Us

For all refund, return, and order issues:

Email: hello@kuai.energy

Subject line: Order Issue — [Your Order Number]

We aim to respond within 2 business days.