Refund policy

Return and Refund Policy

Thank you for shopping at KELINA. We are committed to providing you with high-quality products and an exceptional shopping experience. If you are not entirely satisfied with your purchase, we're here to help.

Returns

  1. Eligibility for Returns:

    • Items must be returned within 30 days of the purchase date.
    • To be eligible for a return, your item must be unused, unworn, and in the same condition that you received it.
    • Items must be returned in their original packaging with all tags and labels attached.

  2. Non-Returnable Items:

    • Sale or clearance items.
    • Gift cards.
    • Intimate apparel or items marked as final sale.

  3. Return Process:

    • To initiate a return, please email us at info@thekelina.com with your order number and reason for the return.
    • Once your return is approved, we will provide you with a return shipping label and instructions.

  4. Return Shipping:

    • The cost of return shipping will be deducted from your refund unless the return is due to an error on our part (e.g., wrong or defective item).

Refunds

  1. Processing Refunds:

    • Once we receive your returned item, we will inspect it and notify you of the status of your refund.
    • If your return is approved, we will initiate a refund to your original method of payment.
    • Refunds may take 5-10 business days to reflect in your account, depending on your payment provider.

  2. Partial Refunds:

    • In some cases, only partial refunds may be granted (e.g., items not returned in original condition, damaged, or missing parts).

Exchanges

  1. Exchange Policy:
    • We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order.

Damaged or Defective Items

  1. Reporting Issues:
    • If you receive a damaged or defective item, please contact us at info@thekelina.com within 7 days of receiving your order.
    • Provide your order number and photos of the damaged or defective item for a resolution.

EU Right of Withdrawal (European Economic Area Customers)

If you are located in the European Economic Area (EEA), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

How to submit a withdrawal request: To exercise your right of withdrawal, please initiate your request through your customer account or via our [Withdrawal Form] before the 14-day period expires.

If you checked out using a phone number only, please use the returns link in your SMS order confirmation to submit your request.

Once we receive your withdrawal request, we will refund all payments received, including standard delivery costs, within 14 days. Refunds will be issued to your original payment method, unless you have expressly agreed otherwise.

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Items must be returned in their original condition. We reserve the right to deduct an amount reflecting any diminished value of the goods if this is due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Exemptions: The right of withdrawal does not apply to personalized or custom-made items, sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, or any other categories exempt under applicable EU law.

Contact Us

If you have any questions about our Return and Refund Policy, please contact us:

We value your satisfaction and strive to make your shopping experience seamless and enjoyable. Thank you for choosing KELINA!