Return & Refund Policy
Effective Date: 1 January 2025
1) Standard Window
Most items are eligible for return or replacement within 7 days of delivery, based on the courier’s “delivered” scan.
2) Category Variation
Eligibility and resolution may vary by category. Some items are non-returnable unless defective or damaged on arrival. Detailed exceptions will be published separately.
3) Conditions
Item must be unused, in original condition, with all tags, manuals, accessories, and original packaging.
For electronics or fragile items, include all protective materials.
Requests may be declined for missing parts, signs of misuse, or damage caused after delivery.
4) Process
Submit a request via “Your Orders” or email sales@kelenate.com within the return window.
For defective, damaged, or incorrect items, share the order ID and photos/videos.
We’ll arrange reverse pickup where available. If reverse pickup is not available, self-ship the item and share the courier receipt for reimbursement as per policy.
5) Inspection & Resolution
Returns are inspected upon receipt. Approved cases are resolved by refund to the original payment method or by issuing store credit, as applicable.
6) Refund Timelines
Approval: After you apply for a refund, we review and approve or decline the request within 1–2 days.
Sanction/Initiation: Once approved, the refund is sanctioned/initiated within 1 day.
Credit Reflection: After sanction, it may take up to 2–3 days to reflect in the same mode of payment, depending on your bank or payment provider.
Logistics Note: If reverse pickup or self-ship is involved, the above timelines start after the item reaches our facility and passes inspection.
7) Non-delivery & Wrong Item
If tracking shows “delivered” but the package was not received, or if the wrong item was delivered, contact us within 48 hours of the delivery scan.
© Kelenate • M/s North west