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Returns

We hope you will be happy with your purchase. If for any reason you are not satisfied, we hope to make it right. Please review our return policy below, select a preferred method of contact and we’ll do our very best to accommodate your return.

return policy

Reducing pain is your first priority and it is also ours. We have designed our return policy to promote that.


These are our return policy best practices:

  • Take all of the time offered in our return policy to allow you time to find the right placement for your patch.
  • Simply contacting us before the return policy window is over and getting started on the steps gives you access to a full return.
  • If your purchase included any “Free” patches, you must return the free patches to receive reimbursement for the paid patches.
  • We offer returns on gifted products. An order number will be required to process a return. Gift recipients are not entitled to the refund.
  • If you send products to us for a refund and you haven’t followed the return policy steps, we will not ship the products back to you.
  • We offer return shipping labels for domestic purchases of The Element Patch only. All other products must be returned at the customers' expense.

RETURN POLICY STEPS

First Step: Contact our customer service team at support@gokailo.com and let them know that you’d like to return your products.


Second Step: Our customer service team member will ask you some questions about your efforts to reduce pain using our patches. Please work with us through this process because we want to give you the best opportunity possible to eliminate your pain. They will ask you:

  1. Have you seen our placement videos that give you ideas of where to place the patch for your specific pain?
    CLICK HERE TO SEE THE PLACEMENT VIDEOS
  2. Have you scheduled a 20 minute video call with our placement concierge service because sometimes it requires a demonstration to get the correct placement?
    CLICK HERE TO SEE THE CONCIERGE APPOINTMENT SCHEDULE

Third Step: Our customer service team will send you a return authorization form. If you are returning The Element patch and live in the U.S., our customer service team will also provide you a prepaid envelope to return the product.


Fourth Step: Mail your product(s) to the address on the return authorization form within 2 weeks from the time we email you the return authorization form. See the detail below about return policy lengths by product and what should be returned.


Fifth Step: Our returns team will receive your return, compare it to what you purchased, and refund you according to what you returned. Once returned products are received, refunds are issued within 3-5 business days to the credit card that was used to make the purchase.



THE FLEX PAIN PATCH

Return Policy Length: Contact Us Within 30 days
Subscriptions are not eligible for returns


What should be returned:

  • The Flex Pain patch
  • Do not return the packaging
  • Do not return any of the 5 free adhesives that came with the patch

THE KAILO PAIN PATCH

Return Policy Length: Contact Us Within 90 days


What should be returned:

  • The Kailo Pain patch
  • Do not return the packaging
  • Do not return any of the 3 free adhesives that came with the patch
  • Do not return the felt protective pocket

THE ELEMENT PAIN PATCH

Return Policy Length: The Buyer May Contact Us Anytime


What should be returned:

  • The Element Pain patch
  • Do not return the packaging
  • Do not return any of the 10 free adhesives that came with the patch
  • Do not return the leather protective pocket

KAILO ADHESIVE 10-PACKS

Return Policy Length: Contact Us Within 90 Days
Subscriptions are not eligible for returns


What should be returned:

  • As many adhesives as you have remaining. You will be refunded for Adhesives that are unused and undamaged.

ELEMENT ADHESIVE 10-PACKS

Return Policy Length: Contact Us Within 90 Days
Subscriptions are not eligible for returns


What should be returned:

  • As many adhesives as you have remaining. You will be refunded for Adhesives that are unused and undamaged.

FLEX ADHESIVE 5-PACKS

Return Policy Length: Contact Us Within 30 Days
Subscriptions are not eligible for returns


What should be returned:

  • As many adhesives as you have remaining. You will be refunded for Adhesives that are unused and undamaged.

KT-TAPE ADHESIVES

Return Policy Length: Contact Us Within 90 Days
Subscriptions are not eligible for returns


What should be returned:

  • Any package of KT-tape that is unopened, unused, and not purchased through a subscription or part of an Element kit can be returned for a full refund.

SUBSCRIPTIONS - NOT ELIGIBLE FOR RETURNS
(THE FLEX PAIN PATCH, KAILO ADHESIVE 10-PACKS, KAILO ADHESIVE 5-PACKS, AND KT-TAPE)

Return Policy Length: No returns are available on products purchased as a subscription.


If you signed up for a subscription, you are responsible for receiving at least two deliveries of the subscribed product before canceling. You must cancel your subscription before shipments are sent or you will be charged for products that are shipped to you. You cannot be refunded for subscription products if you canceled your subscription after products were shipped to you.

NEED ASSISTANCE?

We have a number of ways to assist to ensure you have the best possible experience and results.

  • email

    Please email us at the link below and include your name and order number for questions about a previous purchase.

    support@gokailo.com
  • chat

    If you have a question that can’t wait, please click the chat bubble below for a live chat agent to get instant answers to your questions.

  • concierge

    As a Kailo customer, we want to give you the best assistance possible. Please try our concierge service for the best placement advice.

    Concierge service

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