RETURN & REFUND POLICY

A garment may look beautiful yet not feel quite right. We want the next steps to be understandable.

1. RETURN WINDOW
You may request a return within 30 calendar days after confirmed delivery, subject to the eligibility rules below and any mandatory consumer protections. We recommend that you email support before shipping a return so we can identify the order and provide the applicable instructions. A return request is not the same as automatic approval.

2. CONDITION REQUIREMENTS
For a change-of-mind return, the item should be unworn, unused, unwashed and in resalable condition, with original tags, accessories and packaging where reasonably possible. Trying on an item carefully to assess fit is different from wearing it for a day. Where appropriate, we may ask for photographs to evaluate condition before authorizing a return.

3. ITEMS REQUIRING SPECIAL ATTENTION
Personalized, made-to-order, hygiene-sensitive or final-sale products may be excluded from change-of-mind returns when clearly identified before purchase and where local law allows. Items damaged through misuse, washing contrary to instructions or ordinary wear are not treated as manufacturing faults. Statutory remedies for defective or misdescribed goods remain unaffected.

4. WRONG, DEFECTIVE OR DAMAGED GOODS
When you receive a product that is incorrect, materially different from its description, damaged on arrival or apparently defective, contact us promptly with photographs and the order reference. We will review the evidence and explain whether a replacement, refund or another remedy is appropriate. We will not require you to accept a change-of-mind outcome for a verified seller error.

5. STARTING THE RETURN
Send an email identifying the product, the reason for the request and any supporting images. Wait for the return instructions and any authorization details. Do not ship goods to an address found online or printed on unrelated packaging; the correct return route is supplied for the specific case. Use trackable postage and keep the receipt when returning goods.

6. RETURN SHIPPING COSTS
For an ordinary preference or size-change return, return postage may be the customer’s responsibility unless the applicable law or a displayed promotion provides otherwise. Where we confirm a seller error or qualifying defect, we will explain the appropriate return-shipping arrangement. Original outbound shipping charges may not be refundable for change-of-mind returns where permitted by law.

7. INSPECTION AND REFUND PROCESSING
Once the returned product is received, it may be inspected against the approved return reason and eligibility conditions. Approved refunds are normally initiated to the original payment method. Banks and payment providers control when the credit appears; posting time can vary. We will explain any deduction that is lawful and relevant to the specific return.

8. EXCHANGES AND SIZE CHANGES
Availability of a replacement size or color cannot be guaranteed. When a direct exchange is not operationally possible, we may recommend an eligible return followed by a new order. A new order can have a different price, delivery estimate or stock status. Contact us before assuming that an exchange will reserve another item.

9. YOUR LEGAL RIGHTS
This policy describes our ordinary service process; it does not remove non-waivable rights available under the consumer laws that apply to your purchase. When a legal right provides a longer period or different remedy, that right takes precedence. We recommend that you explain your situation to support so we can review it fairly.

If you would like a little more guidance, write to info@kelzya.store. We will do our best to help you choose the next step with confidence.

Support: info@kelzya.store