Refund policy

Return and Refund Policy

At KEOLIX, we are committed to ensuring that you are completely satisfied with your purchase. We take pride in the quality of our products and want to make sure you love every item you receive from us. However, if there is an issue with your order, we are here to help!

1. Return Eligibility:

  • We accept returns for damaged or defective items within 14 days of delivery. To qualify for a return, please provide photo proof of the damage or defect via email.
  • To initiate a return, please contact our customer support team at hello@keolix.com with your order number and photographic evidence of the issue.
  • Once your return request is approved, we will issue a Return Authorization (RA) number and provide instructions for sending back the item.
  • Customers are responsible for the cost of return shipping unless the item is damaged or incorrect. We recommend using a trackable and insured shipping method for safe return.

2. Refunds & Exchanges:

  • After receiving and inspecting the returned item, we will process your refund or exchange.
  • Refunds will be issued to the original payment method.
  • For exchanges, we will promptly ship a replacement item after verifying the return.

3. Non-Returnable Items:

  • Personalized or custom-made products cannot be returned.
  • Items that have been used, worn, or altered are not eligible for returns.
  • Sale or clearance items are final sale and cannot be returned.

4. Damaged or Incorrect Items:

  • If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery at hello@keolix.com Include a photo of the issue, and we will gladly send a replacement or offer a refund.

5. Lost Packages:

  • If your order hasn't arrived within 30 days for international shipping or 14 days for UK shipping, and the carrier confirms the package is lost, we can offer a replacement or a refund. Please email us at hello@keolix.comwith your order details and tracking number.

6. Returns:

  • We accept returns on non-personalized items within 14 days of delivery.
  • Items must be returned in their original condition and packaging.
  • The buyer is responsible for return shipping costs unless the item was damaged or incorrect.

7. Additional Information:

Please contact us at hello@keolix.com if you have any further questions or concerns. We strive to provide the best customer service and will work diligently to resolve any issues with your order.