Politique de remboursement

Returns & Exchanges Policy

Effective Date: August 1, 2026

At Kelsoria (www.kelsoria.com), customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. This Returns & Exchanges Policy explains the conditions, procedures, and timelines for returning or exchanging products purchased through our website.

By placing an order with Kelsoria, you agree to the terms outlined in this policy.

1. Return Eligibility

You may request a return or exchange within 30 calendar days from the date your order is delivered.

To be eligible for a return or exchange, the item must:

  • Be unused, unworn, and unwashed.

  • Be in its original condition.

  • Include all original packaging, accessories, and tags.

  • Be free from stains, odors, damage, or signs of misuse.

  • Be accompanied by proof of purchase (such as your order confirmation or invoice).

We reserve the right to refuse returns that do not meet these requirements.

2. Non-Returnable Items

Unless required by applicable law, we cannot accept returns for:

  • Personalized or custom-made products.

  • Digital products or downloadable content.

  • Gift cards.

  • Items marked as final sale or clearance.

  • Products that have been used, washed, altered, or damaged after delivery.

If you are unsure whether your item is eligible for return, please contact our customer support team before shipping it back.

3. How to Request a Return or Exchange

To initiate a return or exchange:

  1. Contact us at contact@kelsoria.com within 30 days of receiving your order.

  2. Include:

    • Your order number.

    • The item(s) you wish to return or exchange.

    • The reason for your request.

  3. Our customer support team will review your request and provide return authorization instructions, including the return shipping address.

  4. Carefully package the item to prevent damage during transit.

  5. Include your invoice or another document showing your order number.

  6. Ship the package using a trackable shipping service whenever possible.

Please do not return items without first contacting us, as unauthorized returns may not be accepted.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item is defective.

  • The wrong item was shipped.

  • The product was damaged before delivery.

  • The return is required due to an error made by Kelsoria.

Original shipping charges are non-refundable except where required by law or when the return results from our error.

5. Inspection of Returned Items

All returned products are inspected upon arrival.

Once we confirm that the returned item meets the conditions of this policy, we will approve the refund or exchange.

If the returned item does not meet our eligibility requirements, we may decline the return and send the item back to you.

6. Refunds

After your return has been inspected and approved, refunds will be processed within 5–10 business days.

Refunds will be issued to the original payment method used for the purchase.

Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.

Original shipping charges are non-refundable unless the return results from our mistake or a defective product.

7. Exchanges

We are happy to exchange eligible products for another size, color, or replacement item, subject to product availability.

If the requested replacement is unavailable, we will issue a refund instead.

8. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery at contact@kelsoria.com.

To help us resolve your request quickly, please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs showing the defect, damage, or incorrect item.

If your claim is approved, Kelsoria will cover all reasonable return shipping costs and arrange either a replacement or a full refund at no additional cost to you.

9. Lost or Delayed Returns

Kelsoria is not responsible for returns that are lost or damaged during transit.

We strongly recommend using a tracked and insured shipping service and keeping your shipping receipt until your return has been completed.

10. Order Cancellation

Orders may be cancelled before they have been shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the standard return procedure outlined in this policy.

11. Contact Us

If you have any questions regarding this Returns & Exchanges Policy or require assistance with a return, please contact us:

Email: contact@kelsoria.com

Our customer support team will be happy to assist you and respond as quickly as possible.

Thank you for choosing Kelsoria. We appreciate your trust and are committed to providing quality products, reliable service, and a smooth shopping experience.