Refund policy
Return & Refund Policy
At KEOLIX, we want you to love what you order. If something isn't right, we're here to help.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 14 days of delivery at:
Please include:
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Your order number
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A description of the issue
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Clear photos showing the problem
We'll review the issue and offer a replacement or refund where appropriate.
EU Right of Withdrawal
If you are a customer in the European Union, you have the right to cancel your order and return eligible items within 14 days without giving a reason.
The withdrawal period expires 14 days after the day you, or a third party nominated by you, takes possession of the final item in your order.
To exercise your right of withdrawal, please contact us at:
You must return the item within 14 days of informing us that you wish to cancel.
The right of withdrawal does not apply to:
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Personalised or custom-made products created to your specifications
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Sealed goods that are not suitable for return for health or hygiene reasons once opened, where applicable
If the final day of the withdrawal period falls on a weekend or public holiday, the deadline will extend to the next working day where required by law.
Returns
We accept returns on non-personalised items within 14 days of delivery.
To be eligible for a return:
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Items must be unused and in their original condition
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Items should be returned in their original packaging where possible
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The buyer is responsible for return shipping costs unless the item was faulty, damaged, or incorrect
Please contact hello@keolix.com before sending any return.
Non-Returnable Items
The following items cannot be returned unless they arrive damaged or faulty:
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Personalised or custom-made products
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Sale or clearance items
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Used, worn, or altered items
Lost Orders
If your order has not arrived within:
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14 days (UK orders)
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30 days (International orders)
Please contact hello@keolix.com with your order number and any tracking information available.
If the carrier confirms the parcel has been lost, we will offer a replacement or refund.
Refunds
Approved refunds will be issued to the original payment method.
For EU customers exercising their right of withdrawal, refunds will be processed within 14 days of us receiving the returned goods, or evidence that the goods have been returned.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
Contact
Questions?
Email us anytime at:
