REFUND/RETURN POLICY

Kelly Louis Return & Refund Policy

Thank you for reviewing our return guidelines. We realize that sometimes an item might not be exactly what you hoped for. Therefore, we offer a return process governed by strict, pre-established rules. By completing a purchase with us, you legally consent to these terms, and we do not make exceptions to this policy.

1. Starting Your Return Process You have a 30-day window from the date of delivery to request a return. Please adhere strictly to the following procedure:

  • Initial Request: Reach out to our support team at support@kelly-louis.com. Your message must explicitly state your order number and the specific reason you wish to return the item.

  • Required Authorization: All returns absolutely require prior authorization from our staff. If you send a package back without receiving official confirmation first, it will be refused upon delivery.

2. Designated Return Destination Once your return is authorized, you are required to route the package exclusively to our international logistics hub at the exact address below:

  • Contact Name: Wei Xinhong

  • Street Address: Lane 1177, Jianlan Road, diagonally opposite the South Gate of Lubao Technology, Yinzhou District

  • City: Ningbo

  • Postal Code: 315100

  • Province: Zhejiang

  • Country: China

3. Strict Return Criteria To ensure your return is accepted, the following conditions must be met in full:

  • Timeframe: Items must be dispatched back to us within 30 days of the day you received them. Packages sent or arriving outside this timeframe will be denied and no refund will be issued.

  • State of the Item: Products need to be returned exactly as they arrived. This means they must be entirely unworn, unused, and kept in their original, undamaged packaging.

  • Hygiene Exceptions: For sanitary reasons, we maintain a strict no-return policy on intimate apparel, including underwear, lingerie, and swimwear/bikinis.

  • Tracking Information: It is compulsory to ship your return using a Track & Trace service. You are required to provide us with this tracking number. Failing to supply a valid tracking code will completely invalidate your refund claim.

4. Financial Responsibility and Transit Risks

  • Shipping Expenses: The buyer bears full responsibility for all postage costs associated with returning items to our central facility in China. Please anticipate these international shipping fees to begin at approximately €20.

  • Administrative Fees: Please note that a processing charge might be levied during the return procedure, or this fee may be subtracted directly from your final reimbursement amount.

  • Liability: The customer assumes all risks tied to the return shipment, including international transit and customs processing. We hold no liability for packages that are delayed by customs authorities, damaged in transit, or lost completely before reaching our facility.

5. How Refunds Are Processed

  • Evaluation: Upon arrival at our warehouse, your package will undergo a strict quality check. Following this inspection, we will email you to confirm whether your refund has been authorized or declined.

  • Timeline: For approved returns, the monetary refund will be executed within a maximum of 30 days. The funds will be transferred back to the payment method you originally used to place the order.

  • Missing Refunds: If you have not seen the credited amount after the 30-day processing period has passed, please verify with your bank or credit card provider prior to reaching out to our customer support desk for further investigation.