Return & Refund Policy

At keliving, we take pride in offering stylish, high-quality clothing designed to make you feel confident. Your satisfaction is important to us, and we strive to keep our policies transparent.

1. Return Period & Method

  • Return Window: You have 30 calendar days from the date you receive your order to initiate a return. After this period, we unfortunately cannot process your request.
  • Return Method: All returns must be processed by mail.

2. Important: Return Location

keliving is a registered company in the Netherlands, but we operate via a Direct-to-Consumer model. This means our inventory is held internationally.

  • Please note: All returns must be shipped to our central distribution center in ASIA.

DO NOT send returns to our administrative office in Heerlen, Netherlands. Our Dutch address is for corporate administration only and does not have warehouse facilities. Packages sent to this address cannot be processed, forwarded, or refunded.

3. Return Shipping Costs & Fees

  • Restocking Fee: We do not charge any restocking fees.
  • Defective, Damaged, or Incorrect Items: We take full responsibility. If the item is defective or incorrect, please contact us immediately with photos. We will provide a full refund or a free replacement without requiring you to pay for return shipping.
  • Change of Mind (Size, Color, Preference): You may return your order within 30 days if you simply changed your mind. However, please be aware of the following:
    • The return shipping cost is the responsibility of the customer.
    • Since the return address is in Asia, international shipping rates apply. We recommend checking rates with local carriers (e.g., USPS, UPS, or FedEx for the US; Royal Mail or Evri for the UK) before initiating a return.
    • Original delivery fees (if any) are non-refundable.

4. Conditions for Returns

To be eligible for a return, the following must apply:

  • The item must be in New condition: unused, unworn, and unwashed.
  • It must be in its original condition, including all original packaging, accessories, and tags intact.
  • Items showing visible signs of wear, damage, stains, odors, or alteration cannot be accepted.

5. Step-by-Step Return Process

Step 1: Contact Us
Send an email to support@keliving.com including your order number and the reason for the return.

Step 2: Receive Instructions
Our customer service team will review your request. We will provide you with the specific return address in Asia and a Return Authorization form.

Step 3: Ship & Track
Pack the item securely. You must use a shipping method with Tracking. Please share the tracking number with us via email so we can monitor the return. We are not responsible for lost packages sent without tracking.

6. Refund Processing

Once we receive your return at our Asia facility, our team will inspect the product.

  • You will be notified by email regarding the approval or rejection of your refund.
  • Approved refunds will be processed within 7 business days after inspection.
  • The credit will automatically be applied to your original method of payment. Depending on your bank, it may take a few extra days for the funds to appear.

7. Exchanges

Would you prefer a different size or color? Simply contact us at support@keliving.com within 30 days.

Please note: For exchanges due to personal preference, you will need to return the original item to our distribution center in Asia (at your own cost) before the exchange item is dispatched.

8. Non-Returnable Items

For health and safety reasons, certain products cannot be returned:

  • Undergarments and intimate apparel
  • Socks or similar hygiene-sensitive items
  • Products clearly marked as "Final Sale"

Need Help?

Contact our support team if you have any questions.

Contact Details

CUSTOMER SERVICE
For questions about your order or shipping:
Email: support@keliving.com
Phone: +1 (585) 252-0616
Hours: Mon - Fri: 9:00 AM - 5:00 PM (GMT-6)
Response time: Within 24 hours

LEGAL ENTITY
Store Name: keliving
Operated by: Moureau Marketing Solutions
Registered Address: Zeishof 25, 6418 JK Heerlen, Limburg, Netherlands
Business Number: 97175498
VAT-No: NL005255607B11

(This is an administrative office only. No returns)