Refund policy

KAELA — Refund & Returns Policy

We hope you love your KAELA pieces. If you are not completely satisfied with your purchase, please see our returns policy below.

Returns

We accept returns on eligible items within 14 days of receiving your order.

To be eligible for a return, items must:

• Be unworn and unused.
• Be in their original condition.
• Have all original tags attached.
• Be returned in the original packaging where possible.
• Not show any signs of wear, makeup, perfume, deodorant or damage.

Items that do not meet these conditions may not be accepted for return.

Swimwear

For hygiene reasons, swimwear is non-refundable where it has been worn, tried on without underwear, or the hygiene seal has been removed or damaged.

Please try swimwear on over underwear and ensure the hygiene protection remains intact if you are unsure about your size.

How to request a return

To request a return, please contact us at info@kaelauk.com within 14 days of receiving your order.

Please include:

• Your order number
• The item(s) you wish to return
• The reason for your return

We will provide you with the return instructions.

Refunds

Once your return has been received and inspected, we will confirm whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow your payment provider additional time to process the refund once it has been issued.

Return postage

Unless an item is faulty, damaged or incorrectly sent, return postage is the responsibility of the customer.

If you receive an incorrect or faulty item, please contact us as soon as possible so we can resolve this for you.

Faulty or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us at info@kaelauk.com with your order number and photographs of the issue. We will assess the issue and arrange an appropriate resolution.