RETURN POLICY
Is there a problem with your order? At Kelme.com, we offer several options to resolve it.
1- Returns:
The customer has a maximum period of 15 calendar days from the receipt of the order to exchange items due to size issues, flaws, manufacturing defects, or incorrect shipments. For the customer's convenience and to reduce our carbon footprint, returns will only be processed through SEUR's pickup center network. Returns will be managed by filling out the following form:
IMPORTANT: It is essential to include your order reference in the "Shipping Identifier" field. Otherwise, we will not be able to identify your return and process the refund.
Kelme.com does not accept returns of products that have been damaged or used by customers under any circumstances. Once the returned merchandise is received and the correct condition of the product is verified, Kelme will refund the purchase amount, minus shipping costs.
Returns at Kelme.com are free, meaning that returning an order has no cost for the customer, as it is covered by Kelme. If the order meets the minimum required amount, the refund will be full; however, if the order did not meet the minimum and shipping costs were paid for delivery, this amount corresponds to shipping costs, and it will not be refunded upon return.
For returns from outside Spain, the customer will bear the costs of collection by the transport company.
Under no circumstances will returns of used merchandise or merchandise not delivered in its original packaging be accepted.
2- Exchanges due to FLAW or MANUFACTURING DEFECTS, as well as INCORRECT SHIPMENTS:
Kelme.com will cover shipping costs. If there is no stock available, the total amount of the transaction will be refunded. In cases where the ITEM, COLOR, or SIZE does not match what is reflected in your order documentation, Kelme.com will cover shipping costs. If there is no stock available, the total amount of the transaction will be refunded.
3- Right of Withdrawal:
When placing your order, you have a period of 15 days to exercise your right of withdrawal, starting from the date of receipt of the order. In this case, any costs incurred for the return will be borne by the customer, whether they send it on their own or arrange collection through tienda.online@kelme.es. The latter option would incur a collection service fee (€5 within mainland Spain), which would be deducted from the subsequent refund of the purchase amount. The right of withdrawal carries no penalties or repercussions from Kelme.com against the customer.
4- Complaints:
If a customer has any complaints regarding their purchase or the service provided by this website, they can contact us at any time using the following contact details:
5- Order Cancellation Rights:
Kelme.com reserves the right to cancel or make changes to technical specifications and finishes of products displayed on this website in accordance with changes or technical modifications made by manufacturers. Kelme.com also reserves the right to make changes to these sales conditions.
We kindly ask you to follow these recommendations:
- The product must be in perfect condition and returned in its original packaging. Both the product and its packaging must be returned in optimal condition for resale.
- Clothing items must have all tags attached as received.
- Accessories must include all elements of their original packaging.
- Shoes must be returned in their original box without any manipulation of either the shoes or their packaging.
- For returns, it is recommended to place them in a securely closed neutral bag so that the box does not get damaged.
*Kelme reserves the right not to refund products that are not returned under these conditions.