Refund policy
Is there a problem with your order? At Kelme.com we offer you several options to solve it.
1- Returns:
Customers have a maximum period of 15 calendar days from receipt of the order to exchange the items they wish for reasons of size, fault, manufacturing defect or incorrect shipments. For the customer's convenience and to reduce our carbon footprint, returns will be made exclusively through SEUR's network of pickup points. Returns are managed by completing the following form:
IMPORTANT: You must enter your order reference in the "Shipment identifier" field. Otherwise, we will not be able to identify your return and process the refund.
Kelme.com does not accept, under any circumstances, returns of products damaged by customers or that have been used. Once the returned goods have been received and the correct condition of the product has been checked, Kelme will refund the purchase amount, minus the shipping costs of the original order.
At Kelme.com, we offer two options for your returns:
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Free return with store credit: If you choose to receive your refund as credit to spend at www.kelme.com, the return is completely free for you; Kelme covers all costs.
- Important: If your original order did not reach the minimum amount for free shipping and you paid shipping costs, this amount will not be refunded, as it corresponds to the cost of the original shipment. Only the value of the products will be refunded.
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Return with refund to the original payment method: If you prefer to receive the refund to the same payment method you used for your purchase, you will have to pay the return shipping costs, set at €5. This amount will be deducted from the final amount to be refunded.
- To choose this option, please state it clearly when requesting your return. Otherwise, the refund will be made as credit to spend at www.kelme.com.
Store credit does not expire; you can apply it to one of your next orders by selecting it as the payment method in the final stage of the checkout process.
If the amount of the new purchase exceeds the credit you have at kelme.com, the difference will be charged through the chosen payment method.
In the case of returns from outside Spain, the customer will bear the costs of the transport company's collection.
Under no circumstances will returns be accepted for goods that have been used or goods that are not delivered in their original packaging.
2- Exchanges due to FAULT or manufacturing DEFECT, as well as INCORRECT shipments:
Kelme will bear the shipping costs. If there is no stock available, the full amount of the transaction will be refunded. In cases where the ITEM, COLOUR or SIZE does not match what is shown in your order documentation, Kelme.com will bear the shipping costs. If there is no stock available, the full amount of the transaction will be refunded.
3- Complaints:
If the customer has any complaint regarding the purchase made or the service offered by this Website, they may contact the company at any time using the following contact details:
4- Right to cancel orders:
Kelme.com reserves the right to cancel or make changes to the technical characteristics and finishes of the products shown on this website, in accordance with technical changes or modifications made by the manufacturers. Kelme.com also reserves the right to modify these conditions of sale.
We kindly ask that you follow these recommendations:
- The product must be in perfect condition and returned in its original packaging, and both the product and the packaging must be returned in optimal condition to be suitable for sale.
- Clothing items must have all the labels attached exactly as they were received.
- Accessories must include all the elements of the original packaging.
- Footwear must be returned in its original box, with neither the footwear nor the packaging having been tampered with.
- For returns, we recommend placing the box in a plain, tightly sealed bag so that the box is not damaged.
*Kelme reserves the right not to refund any product that is not returned under these conditions.