Refund policy
Our products are handcrafted, resulting in every product being unique with a slight variation from one another. For instance, an irregular weave should not be considered a defect but instead seen as the reason for what makes your piece unique and exceptional. It is this individuality that makes it all the more special.
As part of KaleNele's values, we believe in delivering the highest quality product to the customer. All our products undergo rigorous quality checks post production and before being dispatched to fulfil an order. However, if you are not satisfied with your purchase, you are welcome to contact as and we will do our best to make it right.
This policy is applicable only on the purchases made online through our official website (www.kalenele.com) and not applicable for products bought at offline stores or on any third-party platforms.
Returns due to Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In the unlikely event that your product has a defect or is damaged in transit, please reach out to us at hello@kalenele.com with your name, order number, a description of the issue and relevant photographs clearly showing the issue / defect. Where appropriate, we will offer you a full replacement of the product purchased. If your return is accepted, we will arrange for a reverse pick-up from the same address it was delivered to. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return -
- Your return request should be raised within 15 days from the date of receiving your product
- Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging
- You will also need to share with us the electronic receipt or proof of purchase
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants) and custom products (such as special orders or customised / personalised items). We also do not accept returns on sale items under category "Last of the Best".
Refunds
In a rare case of an order requiring a refund (eg. when a product to be replaced is out of stock), once approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellations
We try our best to get your order delivered to you as quickly as possible. Given that, your package is dispatched the very same day in most cases, we do not accept cancellations currently. For any issues, please contact us at hello@kalenele.com and we will do our best to help you with your concern.