Refund policy

This policy applies to purchases made from KAELIN.

Company name: KAELIN LONDON LTD
Store name: KAELIN
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:

  • Order number;
  • Customer name;
  • Item you wish to return or refund;
  • Reason for return;
  • Clear photos if the item is faulty, incorrect, or not as described.

Items returned without prior confirmation may delay the return or refund process.

8. Your Legal Rights

This policy does not affect your statutory rights under applicable consumer protection laws.