Refund policy

Return & Cancellation Policy 

We want you to love your purchase! If you are not completely satisfied, we are here to help. Please read our policy below to understand how cancellations, returns, and exchanges work.

  1. Order Cancellation Policy We know that plans can change. You can cancel your order for a full refund at any time before the item has been processed and prepared for shipment. - To cancel your order, please request it directly through your customer account or contact us immediately at info@keslove.com. - Once the order status changes to "Fulfilled" or it has been handed over to the shipping carrier, the order can no longer be canceled, and the standard return process will apply.
  2. General Return Policy You have 14 days from the date you receive your item to request a return. To be eligible for a return, the item must be in the same condition as you received it: - Unworn, unused, and unwashed. - With all original tags still attached. - In its original packaging. - Accompanied by a receipt, order number, or proof of purchase. Important: Items sent back to us without first requesting a return via your customer account or email will not be accepted. To initiate a return, please contact us at info@keslove.com. 
  3. Statutory Right of Withdrawal (For EU Customers) If you are located in the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving your item, without giving any reason (Directive 2011/83/EU). - To exercise this right, you must inform us of your decision at info@keslove.com before the 14-day period expires. You can also use the return function directly in your customer account. - Note: If the 14th day falls on a weekend or an official public holiday, the return request window is automatically extended until the next business day. - Once notified, you must return the item within 14 days. We will process your refund within 14 days of receiving the returned item, using the same payment method used for the original purchase. 
  4. Shipping and Costs Returns must be shipped to our international return address: 42 Heroiv Ukrainy St., Chornohuzy, 59206, Ukraine

     

    - Responsibility for Costs: For all standard returns (including sizing issues, change of mind, or color preferences), the customer is responsible for all international return shipping costs, customs duties, and taxes. - Rejected Shipments: Any international shipments sent with unpaid duties or cash-on-delivery (COD) will be rejected, or the costs will be deducted from your final refund. - Tracking: We strongly recommend using a trackable shipping service and purchasing insurance, as we cannot guarantee that we will receive your returned item. 
  5. Damages and Issues Please inspect your order upon delivery. If the item is defective, damaged, or incorrect, please contact us immediately at info@keslove.com so we can evaluate the issue and make it right.
  6. Exceptions / Non-Returnable Items The following items cannot be returned: - Custom-made or personalized products. - Gift cards.
  7. Exchanges The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
  8. Refunds We will notify you once we have received and inspected your return. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that processing times vary by bank or credit card company. If more than 15 business days have passed since we approved your return, please contact us at info@keslove.com.