Refund policy

Last updated: 2026-08-06

If something is not right, we would rather fix it than argue about it. This policy sets out how returns and refunds work at Kecela, including the timeframes we hold ourselves to.

1. Cancelling an order

You can cancel an order within 2 hours of placing it by emailing support@kecela.com with your order number. After that window the order may already be in processing, in which case please follow the return process below once it arrives.

2. Return window

You may return an item within 30 days from delivery. The window starts on the day the carrier records your parcel as delivered.

3. Condition of returned items

To qualify for a refund, an item must be unused, in the condition you received it, and returned in its original packaging with any tags and accessories included. Items that show signs of use, are missing parts, or are returned without their packaging may receive a partial refund or be declined. We do not charge a restocking fee.

4. How to start a return

Email support@kecela.com with your order number. You do not need to give a reason for a change-of-mind return within the 30-day window, though a short note on what did not work is welcome — it helps us choose better. If the item is faulty, damaged or not what you ordered, please include photographs, as that is handled under section 8.

We review every request and reply within 24 hours on business days. If your return is approved we will send you a return authorisation and the address to ship it to.

Please do not send anything back before you have received that authorisation. Unannounced returns cannot be matched to an order and cannot be refunded.

5. Return shipping

Once approved, please send the item back within 14 days of the date we approve your return. Return postage is paid by the customer, unless the item arrived damaged, faulty or incorrect. We recommend a tracked service, because we cannot refund an item we do not receive.

6. Refunds

When your return arrives we inspect it and email you the outcome. Approved refunds are issued to your original payment method within 5-7 business days of that inspection. Your bank or card issuer may take a further 5-10 business days to post the money to your account, which is outside our control.

7. If a refund has not arrived

Check your bank account first, then contact your card issuer, as posting times vary between banks. If the refund still has not appeared 10 business days after we emailed you to confirm it was issued, write to us at support@kecela.com and we will send you confirmation of the transaction to pass on to your bank.

8. Faulty, damaged or incorrect items

If an item arrives damaged or faulty, or is not what you ordered, email us within 48 hours of delivery with photographs. We cover return postage in these cases and will send a replacement or issue a full refund, whichever you prefer.

9. Exchanges

We do not process direct exchanges. If you want a different item, return the original for a refund and place a new order. This is usually faster than an exchange would be, because the new order ships as soon as you place it rather than waiting on the return.

10. Lost parcels

Parcels that have not arrived 20 business days after dispatch are handled under our Shipping Policy rather than as a return.

11. Your statutory rights

Nothing in this policy limits any rights you have under applicable consumer protection law.

12. Questions

For anything about this policy, email us at support@kecela.com or use our contact form.