Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at kiaandkelstore@gmail.com. Please note that returns will need to be sent to the following address: 115/3, Mihindu Mawatha, Hunupitiya, Wattala
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at kiaandkelstore@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), and personal care goods (such as baby products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We want to make sure you’re completely satisfied with your purchase. If you’d like to exchange an item, the fastest way to get what you want is to return the item you have. Once your return is accepted, you can place a new order for the item you prefer.
Free Exchanges (Within 3 Days)
We offer free exchanges within 3 days of receiving your order.
- If the exchange is required due to our error (wrong item, defective item, etc.), we will cover all delivery charges.
- If the exchange is needed due to customer reasons (wrong size, change of mind, etc.), delivery charges will be added to the customer.
Exchanges After 3 Days (Up to 7 Days)
If you request an exchange after the initial 3-day period but within 7 days, delivery charges will need to be covered by the customer.
No Exchanges After 7 Days
Please note that exchanges are not accepted after 7 days from the date you received your order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kiaandkelstore@gmail.com.