Refund policy
RETURN & REFUND POLICY
At Kera, we aim to ensure customer satisfaction while maintaining clear and fair return guidelines.
Eligibility for Returns
To qualify for a return:
The item must be in its original condition
Unworn and unused
All original tags attached
Returned in the original packaging
Proof of purchase or payment confirmation must be provided
Returns that do not meet these conditions will not be accepted.
Starting a Return
To initiate a return, please contact us at:
support@yourdomain.com
Once your return request is approved, you will receive detailed return instructions, including the designated return address.
Important:
Items returned without prior approval will not be accepted.
Return requests must be submitted within 14 days of receiving your order. Requests made after this period cannot be processed.
Return Shipping Costs
All return shipping costs are the responsibility of the customer.
This includes returns due to:
Change of mind
Size exchange
Color exchange
Returns must be shipped to our designated return facility in China, as specified in the return instructions provided after approval.
Exception – Damaged or Incorrect Items
The only exception to customer-paid return shipping applies if:
The item was received damaged due to our error
The wrong item was shipped
In such cases, we will cover the return shipping costs.
Product Issues
We recommend inspecting your order immediately upon receipt.
If you notice defects, damage, or incorrect items, please contact us immediately at:
support@yourdomain.com
We will assess the situation and resolve it promptly.
Personalization Errors
In the rare event that we make an error in the personalization of your product, you are entitled to a free replacement at no additional cost.
Although such errors are uncommon, we sincerely apologize if this occurs and will arrange a replacement as quickly as possible.
Delivery Issues
If delivery fails due to an incorrect address provided by the customer, a replacement product will only be sent after new shipping costs have been paid.
If delivery issues occur that are not related to a customer error, we will send a replacement at no additional cost.
Non-Returnable Items
Certain items are not eligible for return, including:
Custom-made products
Personalized items
If you are unsure whether your item qualifies for return, please contact our customer support before initiating the return.
EU 14-Day Withdrawal Right
For orders shipped to countries within the European Union, customers have the right to withdraw from their purchase within 14 days without providing a reason, in accordance with applicable EU consumer protection laws.
The item must:
Be in original condition
Have all tags attached
Be in original packaging
Include proof of purchase
Refund Processing
Once we receive and inspect your returned item, we will notify you regarding the approval status of your refund.
If approved:
Refunds will be processed within 10 business days
The refund will be issued to the original payment method
Please note that your bank or credit card provider may require additional time to process and post the refund.
Refund Delays
If you have not received your approved refund after 15 business days, please contact us at:
support@yourdomain.com