KEKLAGUNA 2024 LTD – RETURN POLICY
1. Returns Eligibility
We want you to be fully satisfied with your purchase. If you are not completely happy with your order, you may return eligible items under the conditions outlined below.
1.1 General Conditions
• Items must be unused, unworn, and in their original condition with all tags attached.
• Products must be returned in their original packaging (including shoeboxes, dust bags, etc.).
• Returns must be initiated within 14 days of receiving your order.
• Proof of purchase (order confirmation or receipt) is required for all returns.
1.2 Non-Returnable Items
The following items are non-returnable unless faulty:
• Custom or personalized goods (made-to-order or specially customized items).
• Final sale or clearance items (marked as non-returnable at checkout).
• Undergarments, swimwear, and socks (for hygiene reasons).
• Items that have been used, altered, or damaged after receipt.
2. How to Initiate a Return
To start a return, please follow these steps:
1. Contact Us: Email our customer service at support@keklaguna.com with your order number and reason for return.
2. Approval & Instructions: If your return meets the policy conditions, we will provide a return authorization and instructions on how to send the item back.
3. Shipping the Item Back: Securely package the item and send it to the return address provided. Customers are responsible for return shipping costs unless the item is faulty.
3. Refunds & Processing
• Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
• If approved, refunds will be processed within 5-10 business days to the original payment method.
• Shipping fees are non-refundable unless the item was defective or an incorrect product was sent.
4. Exchanges
• If you wish to exchange an item for a different size or style, please return the unwanted item and place a new order.
• Exchanges are subject to product availability.
5. Faulty or Incorrect Items
• If you receive a damaged, defective, or incorrect item, please contact us within 3 days of receiving your order.
• We will arrange a replacement or full refund, including return shipping costs.
6. Late or Missing Refunds
• If you haven’t received your refund after 10 business days, first check with your bank or payment provider.
• If the issue persists, contact us at support@keklaguna.com for further assistance.
7. Return Shipping Responsibility
• Customers are responsible for the return shipping cost unless the product is faulty or incorrect.
• We recommend using a tracked shipping method to ensure safe return delivery.