KEKLAGUNA 2024 LTD – REFUND AND DISPUTE POLICY
1. Refund Eligibility
We strive to ensure customer satisfaction with every purchase. If you are not completely happy with your order, refunds may be granted under the following conditions:
1.1 Refundable Items
A refund may be issued if:
• The item is returned in new, unused condition with all original packaging and tags.
• The return request is initiated within 14 days of receiving the order.
• The product was received damaged, defective, or incorrect due to our error.
• The order was not delivered within a reasonable timeframe due to Keklaguna 2024 LTD’s fault.
1.2 Non-Refundable Items
Refunds will not be issued in the following cases:
• Custom or personalized goods (made-to-order or specially customized items).
• Final sale or clearance items marked as non-refundable at checkout.
• Products that have been worn, used, washed, or damaged by the customer.
• Returns requested outside the 14-day return window.
• Orders where the customer provided an incorrect shipping address or failed to collect the package.
2. Refund Process
If your refund request meets the eligibility criteria:
1. Request Approval: Contact our support team at support@keklaguna.com with your order number and reason for the refund.
2. Return the Item: If applicable, you will be provided with a return authorization and return instructions.
3. Inspection & Approval: Once we receive the returned item, we will inspect it and process the refund if eligible.
4. Refund Timing: Refunds are issued to the original payment method within 5-10 business days after approval.
⚠ Shipping fees are non-refundable unless the return is due to our error.
3. Order Cancellations
• Before Shipment: Orders can be canceled for a full refund if the request is made before the order is processed.
• After Shipment: Once an order has been shipped, cancellations are not possible. Customers may request a return following our Return Policy.
4. Dispute Resolution
If you have concerns about your order, we encourage you to contact us first for a quick resolution. However, if a satisfactory resolution cannot be reached, the following steps apply:
4.1 Dispute Filing
A customer may file a dispute under these conditions:
• Non-receipt of an order despite tracking confirmation issues.
• Receiving a defective or incorrect product without a resolution from our support team.
• Unauthorized charges on your payment method related to a Keklaguna 2024 LTD transaction.
To file a dispute:
1. Contact us at support@keklaguna.com within 30 days of receiving your order.
2. Provide all relevant details, including your order number, description of the issue, and supporting evidence (photos, emails, etc.).
3. We will investigate and provide a resolution within 10 business days.
4.2 Third-Party Payment Disputes
• If a dispute is raised via your bank, credit card company, or payment provider, we will provide all necessary documentation for review.
• We encourage customers to contact us first to resolve the issue before escalating the dispute externally.
5. Fraudulent Chargebacks
• If a chargeback is filed without a valid reason or an attempt was not made to contact us first, Keklaguna 2024 LTD reserves the right to dispute the chargeback with evidence.
• Fraudulent chargebacks may lead to legal action and restrictions on future purchases.