Refund and Cancellation Policy

At Keldoluxury, we are committed to providing you with groundbreaking skincare and captivating fragrances. We understand that sometimes a return or cancellation is necessary. Please review the following policy carefully.

1. Order Cancellation

Before Shipment

You may cancel your order for a full refund if the request is received before the order has been processed and shipped.

  • How to Cancel: To request a cancellation, please contact our Customer Service team immediately at support@keldoluxury.com or call us at +1 (XXX) XXX-XXXX (Mon-Fri, 9 AM - 5 PM EST).
  • Timeframe: We strive to process orders quickly. The window for cancellation may be short. We will notify you if we are unable to cancel the order because it has already been dispatched.
  • Refund: If the cancellation is successful, the full purchase amount will be refunded to your original method of payment within [Insert Number, e.g., 5-10] business days.

After Shipment

Once an order has been shipped, it cannot be canceled. You will need to wait for the package to arrive and then follow theĀ Return Policy (Section 2) procedures.

2. Returns and Refunds

Due to the intimate nature of skincare and fragrance products, and for hygiene and safety reasons, we maintain a strict policy on returns.

A. Non-Returnable Items

We cannot accept returns or offer refunds on items that have been opened, used, or where the original seal has been broken. This policy ensures the integrity and purity of all products sold to our customers.

B. Eligible Returns (Unopened and Defective)

We will gladly accept returns and issue a refund under the following conditions:

  1. Unopened Products (Change of Mind):

  • Products must be unused, unopened, and in their original, sealed packaging (the same condition in which you received them).
  • Return requests must be initiated within [Insert Number, e.g., 14] days of delivery.
  • The customer is responsible for return shipping costs.
  • A refund will be issued for the product cost (excluding original shipping) once the item is received and inspected.

  1. Damaged or Defective Items:

  • If your item arrives damaged, defective, or you received the wrong product, please contact us immediately (within [Insert Number, e.g., 48] hours of delivery).
  • You must provide clear photographic evidence of the damage or defect.
  • Upon verification, we will offer you the choice of a full refund or a replacement product, including reimbursement for any necessary return shipping if required.

C. How to Request a Return

  • Email our support team at support@keldoluxury.com.
  • Include your Order Number, the Product Name(s) you wish to return, and the Reason for the return (e.g., unopened, defective).
  • For damaged items, attach clear photos.
  • Our team will review your request and provide you with return instructions and a Return Merchandise Authorization (RMA) number, if applicable.

3. Refunds Process

  • Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within [Insert Number, e.g., 5-10] business days.
  • Shipping costs (both original and return, if applicable) are non-refundable, except in cases where the return is a result of our error (e.g., incorrect or defective item).

4. Exchanges

We generally do not offer direct exchanges. If you wish to exchange a product, please follow the return procedure for a refund (if eligible) and then place a new order for the desired item.

5. Contact Information

If you have any questions regarding your refund, cancellation, or return eligibility, please do not hesitate to contact us:

Email: support@keldoluxury.com

Phone: +1 (XXX) XXX-XXXX (Available Mon-Fri, 9 AM - 5 PM EST)