Refund policy
IMPORTANT: This Return & Refund Policy applies only to purchases made directly through the Kelou online store. If you purchased your item from one of our authorized retailers, please contact the retailer directly, as their return and exchange policy will apply.
Returns
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must be:
- Unused and unworn
- In its original condition
- With all original tags attached
- In its original packaging
- Accompanied by your receipt or proof of purchase
To initiate a return, please contact us at contact@mykelou.com. Once your request is approved, we'll provide instructions on how to return your item. Returns sent without prior authorization will not be accepted.
Customer preference returns
If you're returning an item because of a change of mind or personal preference (including size, color, style, or any reason unrelated to a product defect or our error), a $10 return fee will be deducted from your refund. This fee covers return shipping and restocking costs.
The returned item must meet all eligibility requirements above. Items showing signs of use, wear, or damage may not qualify for a refund.
Returns due to address errors
If a package is returned to Kelou due to an incorrect or incomplete shipping address provided by the customer, a $10 reshipping fee will apply to resend the order.
If the customer chooses not to have the order reshipped, a refund will be issued less the $10 shipping and handling fee.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us as soon as possible at contact@mykelou.com.
If the issue is due to a manufacturing defect or an error on our part, Kelou will cover the return shipping costs and, where applicable, provide a replacement or full refund at no additional cost.
Non-returnable items
The following items cannot be returned:
- Personalized or custom-made products
- Sale or clearance items
- Gift cards
- Perishable goods
- Personal care items
- Hazardous materials, flammable liquids, or gases
If you're unsure whether your item qualifies for a return, please contact us before sending it back.
Exchanges
If you'd like to exchange your item for a different size or color, please contact us at contact@mykelou.com within 30 days of receiving your order.
Once your returned item has been received and inspected, we'll process your exchange by adding the replacement item to your existing order and canceling the original item. This allows us to reserve your replacement without requiring you to place a new order.
For exchanges requested due to personal preference (such as a different size or color), a $10 exchange fee applies to cover return shipping and restocking costs.
If the exchange is due to a defective product or an error on our part, there is no charge for the exchange, and Kelou will cover all associated shipping costs.
Order cancellations
Orders may be canceled at any time before they have been processed. Once an order has been processed, it can no longer be canceled free of charge. A $10 shipping and restocking fee will be deducted from the refund.
Refunds
Once your return request has been approved, we may, at our discretion, issue your refund immediately or wait until the returned item has been received and, if necessary, inspected.
If your return meets the conditions of our Return Policy, your refund will be issued to your original payment method within 10 business days, less any applicable return fee for customer-preference returns.
Please note that your bank or credit card provider may require additional time to process and post the refund.
*** Refunds apply to returned items only. Original shipping charges are non-refundable. ***
If more than 15 business days have passed since your refund was approved, please contact us at contact@mykelou.com.
