Refund policy

We have a 30-day return policy, which means you have 30 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 tum0884935021@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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 tum0884935021@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, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

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 tum0884935021@gmail.com.

This policy applies to purchases made from KAELIN.

Company name: HAIR - Princess Series -
Store name: HAIR - Princess Series -
Company address: SUITE 2948 5 BRAYFORD SQUARE, LONDON, UNITED KINGDOM E1 0SG
Customer service email: Kaelin-London-Ltd@outlook.com

1. Order Cancellations and Returns

If you purchase from us online, you may cancel your order or request a return within 14 days of receiving your item, without giving a reason.

After requesting a return, the item must be sent back to us within 14 days. Returned items must be unused, unwashed, undamaged, and, where possible, returned with the original packaging, tags, accessories, and proof of purchase.

2. Non-Returnable Items

Unless the item is faulty, incorrect, or not as described, the following items are usually not eligible for return:

Custom or personalised items;
Items that have been used, washed, damaged, or are no longer in resaleable condition;
Items that are unsuitable for return for health or hygiene reasons once opened or worn;
Gift cards, free promotional gifts, or items clearly marked as non-returnable.

3. Faulty, Incorrect, or Misdescribed Items

If your item is faulty, incorrect, or not as described, please contact us as soon as possible with your order number, a description of the issue, and clear photos where applicable.

Once confirmed, we will offer an appropriate solution, such as a return, replacement, repair, or refund. For faulty, incorrect, or misdescribed items, KAELIN will cover reasonable return shipping costs.

4. Refunds

Once we receive and inspect your returned item, we will process your refund to the original payment method. Refunds are usually processed within 14 days after the return is confirmed. The actual time for the funds to appear may depend on your bank or payment provider.

Where you cancel an order after receiving the item, we may process the refund after we receive the returned item or proof that you have sent it back.

5. Shipping Costs

Unless the item is faulty, incorrect, or not as described, return shipping costs are usually the customer’s responsibility.

Where eligible, we will refund the product price and standard delivery cost. If you selected an express or premium delivery option, any additional delivery cost may not be refunded.

Customs duties, taxes, clearance fees, or other charges collected by the destination country or region are generally not refundable.

6. Exchanges

If you would like to exchange an item for a different size, colour, or style, please contact us first. Exchanges are subject to stock availability. If the requested item is unavailable, we may offer a refund or another suitable option.

7. How to Request a Return

Please contact us at:

Customer service email: Kaelin-London-Ltd@outlook.com

Please include: