Return & Refund Policy

    Effective Date: 1/3/2026

    At Ketalleya, we are committed to providing high-quality products and exceptional customer service. We understand that sometimes purchases may not meet your expectations, and we are happy to offer a 30-day return policy. This policy outlines the steps for returning products and receiving a refund or exchange.

    1. Return Policy

    You have 30 days from the date of purchase to return any product purchased from Ketalleya. To be eligible for a return, the following conditions must be met:

    • The product must be unused, in the same condition as when you received it, and in its original packaging.
    • A receipt or proof of purchase is required to process the return.
    • Products must not be damaged or altered in any way.

    2. Refund Process

    Once your returned item is received and inspected, we will notify you of the status of your refund. If the return is approved, a refund will be processed to your original method of payment within 7 days. Please note:

    • The refund will exclude any shipping costs.
    • If you used a discount or promotional code, the refund will be based on the actual amount paid, not the original price.

    3. How to Return an Item

    To return an item, follow these simple steps:

    1. Contact Us: Send an email to support@ketalleya.shop with your order number, a brief description of the reason for return, and photos of the item (if applicable).
    2. Return Instructions: Our customer service team will provide you with return instructions, including the return address. The return shipping cost is your responsibility unless the item is defective or incorrect.
    3. Package the Product: Carefully pack the product back into its original packaging. Ensure the item is securely packaged to avoid damage during return shipping.
    4. Send the Item: Ship the product back to the address provided. We recommend using a trackable shipping service or purchasing shipping insurance for items over [insert value]. Ketalleya is not responsible for returns lost in transit.

    4. Exchange Policy

    We do not offer direct exchanges. If you wish to exchange a product for a different size, color, or item, please return the original item and place a new order on our website.

    5. Non-Returnable Items

    Some items are not eligible for returns. These include:

    • Personalized or custom-made items
    • Clearance or sale items (unless defective)
    • Gift cards

    6. Damaged or Defective Items

    If your item arrives damaged or defective, please contact us immediately at support@ketalleya.shop with photos of the damaged product and the packaging. We will offer you a replacement or refund, including any return shipping costs, depending on the situation.

    7. Late or Missing Refunds

    If you haven’t received your refund yet, please check your bank account or credit card statement again. If the refund is still not showing up, contact your bank or card issuer, as there may be processing delays. If the issue persists, please contact us at [insert contact email].t method. Please note that the timing of the refund depends on your bank or credit card issuer’s policies.

    CONTACT INFORMATION:

    If you have questions about a return or would like to handle a return in person, please visit us:

    Store Name: Ketalleya
    Address: Biskupowa 788, Białka 34-220, Poland
    Email: support@ketalleya.shop
    Phone: +48 573 780 510
    Store Hours (Central Time):

    Mon & Sun: 10:00 AM – 7:00 PM
    Tue – Thu: 10:00 AM – 8:00 PM
    Fri – Sat: 10:00 AM – 9:00 PM