Return and Refund Policy

1. Policy Scope
This Return and Refund Policy outlines the conditions and procedures related to returns, exchanges, refunds, and order cancellations. This policy should be read together with our Terms of Service. Consumer rights relating to defective, damaged, or incorrectly supplied items remain unaffected.

2. Return or Exchange Timeframe
Return or exchange requests must be submitted within 30 days from the delivery date. Requests received after this period are not eligible for review.

3. Conditions for Approved Returns or Exchanges
To qualify for a return or exchange, items must meet the following conditions:

  • The item must remain unused and in its original condition.
  • All included packaging, components, and accessories must be returned.
  • The item must not show signs of wear, washing, or modification.

4. Non-Returnable Situations
Requests will be refused in the following situations:

  • The returned item does not satisfy the required return conditions.
  • The item has been damaged through misuse, mishandling, or improper care.
  • The return is sent without prior authorization from the support team.

5. Submitting a Return or Exchange Request
To begin a request, contact info@keldwick.com within the allowed period (30 days). Please include the order number, item information, reason for the request, and any relevant images. Returns sent without approval will not be accepted or processed.

6. Incorrect or Damaged Items
If an order is received with incorrect items or arrives damaged, contact info@keldwick.com with the following information:

  • Order number or reference
  • Description of the issue
  • Photos showing the received item and its condition

Once the issue has been reviewed and confirmed, the case will be resolved with a replacement or refund.

7. Return Shipping Information
Approved returns receive return instructions and the return address directly from the support team.

  • Return shipping costs for damaged or incorrect items are covered by the store.
  • For other approved returns, return shipping costs are the responsibility of the customer.
  • No restocking fees are applied to approved returns.

8. Refund Review and Processing
Returned products are inspected after arrival. Customers are informed once the refund review has been completed. Approved refunds are issued to the original payment method within 7 days after approval. The final processing time may depend on the payment provider or financial institution.

9. Exchange Handling
Exchanges are arranged after the returned item has been received and reviewed. If the requested replacement item is unavailable, the order will instead qualify for a refund.

10. Cancellation Requests
Orders will only be cancelled before processing has started. Cancellation requests should be submitted by email to info@keldwick.com. Orders that have already entered processing must follow the procedures outlined above.

11. Policy Abuse and Fraud Prevention
Returns, refunds, or exchanges may be refused in situations involving suspected fraudulent activity, excessive misuse of the policy, or repeated abusive return behavior.