Returns & Exchanges Policy

We are a customer-first store and strive to provide the best quality products with a seamless experience. If something isn't right with your order, we will do our best to make it right.

Eligibility

KELAB accepts returns and exchanges for orders placed within the United States, within 30 days of the shipping date. To be eligible:

• Items must be unused and in original condition, in their original packaging
• A reason for the return or exchange must be provided
• You must contact us before sending any item back — unrequested returns will not be processed

Used, worn, or damaged items (where the damage was not caused by a manufacturing defect) are not eligible for return or exchange.

How to Submit a Return or Exchange Request

Contact us at support@kelab.store within 30 days of your shipping date. Please include:

• Your order number
• The email address used at checkout
• The reason for your return or exchange request
• Clear photos of the item, if the issue is related to a defect or incorrect shipment

We will respond with return instructions within 1–2 business days.

Returns

If you wish to return an item for a refund:

• Returns made for personal reasons (change of mind, ordered wrong item) will have our initial shipping fee (~$5 USD) deducted from the refund amount
• Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect
• Refunds are issued to the original payment method used at checkout
• Once we receive and inspect the returned item — typically 1–2 business days — the refund will be processed immediately
• Please write "RETURNED ITEM" on the packaging to avoid processing delays

Exchanges

KELAB offers exchanges under the following conditions:

Complimentary one-time exchange
If you ordered the wrong device size or wish to switch to a different pattern or colorway, we offer a one-time free exchange. To qualify:

• The item must be completely unused and in original condition
• The request must be made within 3 days of delivery
• Contact us at support@kelab.store with your order number and the replacement item details

Standard exchange (after 3 days)
Exchange requests made after the 3-day complimentary window but within 30 days of the shipping date are subject to standard return shipping costs. Once we receive the original item and it passes inspection, your replacement order will be dispatched within 1–2 business days.

Manufacturing Defects & Incorrect Items

All KELAB items are fully guaranteed against manufacturing defects. If your item arrived damaged, defective, or different from what you ordered:

• Email us at support@kelab.store with clear photos of the issue
• We will carry out a quality assessment and respond within 1–2 business days
• Return: Return shipping costs will be covered by KELAB. A full refund will be issued once the item is received at our warehouse
• Exchange: We will dispatch your replacement as soon as the return is received. Outbound shipping for the replacement is covered by KELAB

Non-Returnable Conditions

• Items returned without prior authorisation
• Items returned after 30 days from the shipping date
• Items that have been used, worn, or show signs of damage not caused by a manufacturing defect
• Items not in original packaging
• International orders (currently outside our return policy coverage)