Refund policy
At Keaelle, your satisfaction and well-being are our top priorities. We stand by the quality of our products. Please read our policy carefully to understand your options.
Our Guarantee
We aim for you to be completely satisfied with your purchase. If you have any concerns, please contact our customer service team.
Eligibility for Returns & Refunds
Damaged, Defective, or Incorrect Products:
- If your product arrives damaged, is defective, or if you received an incorrect item, please notify us within 7 days of receiving your order.
- We will arrange for a replacement, store credit, or a full refund to your original
payment method. We may require photographic evidence of the issue. - In such cases, Keaelle will cover the return shipping costs.
Change of Mind (Unopened Products Only):
- Due to the nature of our items and for hygiene reasons, we do not offer refunds or exchanges for products once they have been opened or their safety seal has been broken, unless the product is deemed defective.
- However, if you wish to return an unopened, unused product in its original, sealed packaging due to a change of mind, you may do so within 30 days of your purchase date.
- You will be responsible for the return shipping costs, and a refund (minus original shipping fees) will be issued to your original payment method upon successful inspection of the returned item.
Non-Returnable Items
- Opened or used products (unless defective).
- Products without their original packaging, seals, or with damaged packaging (unless damaged during initial delivery).
- Free gifts or promotional items.
- Products not purchased directly from Keaelle's official website or authorized
retailers.
How to Initiate a Return
To initiate a return or report an issue, please follow these steps:
1) Contact our Customer Service team at hello@keaelle.com / +6588034107 within the specified timeframe (e.g., 7 days for damaged goods, 30 days for unopened change of mind).
2) Provide your Order Number, the reason for return, and any supporting photos/videos if the item is damaged or incorrect.
3) Our team will review your request and provide you with a Return Authorization and
detailed instructions on how to return your item.
Refund Processing
- Once your returned item is received and inspected, we will notify you of the
approval or rejection of your refund. - If approved, your refund will be processed, and a credit will automatically be
applied to your original method of payment within 7-14 business days. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
Contact Us
If you have any questions about our Refund & Returns Policy, please do not hesitate to contact us at hello@keaelle.com / Whatsapp +6588034107.