Refund policy
Return & Refund Policy
We have a 7-day return policy, which means you have 7 days after receiving your order to contact us if your product is damaged, defective, or incorrect.
Eligibility for Return
To be eligible for a return, your item must:
-
Be reported within 7 days of delivery.
-
Be damaged, defective, or different from the product you ordered.
-
Be unused and in the same condition as received.
-
Include the original packaging, tags, and accessories, where applicable.
-
Include your order details or proof of purchase.
To request a return, please contact us at kelensoshop@gmail.com with your order number and clear photos/videos showing the issue.
Please do not send the product back before your return request has been approved.
Damaged, Defective, or Wrong Product
Please inspect your order immediately after delivery. If you receive a damaged, defective, or wrong product, contact us within 7 days of receiving your order.
After reviewing the issue, we may offer a replacement, exchange, or refund, depending on the circumstances and product availability.
Non-Returnable Items
We do not accept returns for products that are:
-
Used or damaged after delivery due to customer handling.
-
Returned after the 7-day return period.
-
Returned without prior approval.
-
Damaged due to misuse, improper care, or normal wear and tear.
-
Sale or clearance items, unless they arrive damaged, defective, or incorrect.
Exchanges
If you receive a damaged, defective, or incorrect product, please contact us within 7 days. If your return is approved, we will provide instructions for the exchange or replacement.
Refunds
Once we receive and inspect the returned product, we will notify you whether your refund has been approved.
If approved, the refund will be processed to your original payment method. The time taken for the refund to appear in your account may vary depending on your bank or payment provider.
For any questions regarding returns or refunds, please contact us at:
Email: kelensoshop@gmail.com