Return & Refund Policy

At Kelruneb™, we want every order to feel like a thoughtful addition to your home. If an eligible product is not quite right, our support team is here to guide you through a clear and fair return process.

1. Our 30-Day Return Window

You may request an eligible return within 30 days of the delivery date.

To qualify for a standard return, the product must generally be:

  • Unused, unwashed, and in its original condition

  • Free from stains, odors, pet hair, damage, or signs of installation

  • Returned with its original packaging, tags, accessories, and instructions

  • Accompanied by an order confirmation or other proof of purchase

Products that show signs of use or customer-caused damage may not qualify for a return unless the item is defective or applicable law provides otherwise.

2. How to Request a Return

Please contact us before sending anything back:

Email: service@kelruneb.com

Include the following information:

  • Your order number

  • The email address used at checkout

  • The product you would like to return

  • A brief explanation of the request

  • Photographs when the item is damaged, defective, or incorrect

After reviewing your request, we will provide return instructions and the approved return destination.

Please do not send products to an address shown on a shipping label or website page without authorization. Unauthorized returns may be delayed, refused, or returned to the sender.

3. Return Shipping Costs

For returns based on a change of mind, size preference, color preference, or an item no longer being wanted, the customer is generally responsible for return shipping costs.

Original shipping charges are normally non-refundable unless:

  • The item arrived damaged or defective

  • We sent the wrong product

  • The order was materially different from its description

  • Applicable law requires otherwise

We recommend using a trackable shipping service. Kelruneb™ cannot confirm receipt of a return that cannot be traced to the approved return destination.

4. Damaged, Defective, or Incorrect Products

Please inspect your package shortly after delivery.

If a product arrives damaged, defective, incomplete, or different from what you ordered, contact us within 72 hours of delivery whenever reasonably possible.

Please provide clear photographs of:

  • The product and affected area

  • The original packaging

  • The shipping label

  • Any missing or incorrect components

After reviewing the request, we may offer an appropriate solution such as a replacement, exchange, partial refund, or full refund.

Approved return costs for verified defective or incorrect products will be handled by Kelruneb™ where required.

5. Items That May Not Be Returned

The following items may be excluded from voluntary returns, where permitted by law:

  • Personalized or custom-made products

  • Gift cards

  • Perishable goods

  • Products marked as final sale

  • Items that have been used, washed, altered, assembled incorrectly, or damaged after delivery

  • Products missing essential packaging, parts, tags, or accessories

  • Hygiene-sensitive products that have been opened when they cannot reasonably be resold

A promotional price alone does not automatically make an item final sale unless this is clearly stated before purchase.

These exclusions do not remove legal rights relating to products that are defective, incorrectly supplied, or not as described.

6. Exchanges

We do not guarantee direct exchanges because product availability may change.

For the quickest replacement:

  1. Request a return for the original product.

  2. Wait for the return request to be approved.

  3. Place a new order for the preferred color, style, or replacement item.

For a verified damaged, defective, or incorrect item, our support team may arrange a replacement directly when stock is available.

7. Return Inspection

Returned products are inspected after they reach the approved return facility.

We will check the product’s:

  • Condition

  • Packaging

  • Included accessories

  • Proof of purchase

  • Eligibility under this policy

If a returned item does not meet the approved conditions, we may decline the refund or deduct an amount reflecting loss in value where permitted by law.

8. European Union Customers

Where applicable, consumers in the European Union may have a statutory right to withdraw from an eligible online purchase within 14 days of receiving the goods, without providing a reason.

Customers exercising this right should notify us at service@kelruneb.com within the applicable withdrawal period.

Unless we agree to cover the cost or applicable law requires otherwise, the customer may be responsible for the direct cost of returning a change-of-mind purchase.

The statutory withdrawal right may not apply to certain products, including goods made to order or clearly personalized, rapidly perishable goods, and other legally excluded categories.

Products may be handled only to the extent reasonably necessary to inspect their nature, characteristics, and function. A deduction may apply if unnecessary handling reduces the product’s value.

This section does not limit any mandatory rights relating to faulty goods or products that do not match their description.

9. Refund Processing

Once an approved return is received and inspected, we will email you with the outcome.

If the refund is approved:

  • It will be issued to the original payment method

  • Our processing may require up to 10 business days

  • Your bank, card provider, or payment service may require additional time to post the funds

If more than 15 business days have passed since we confirmed approval of your refund, contact service@kelruneb.com with your order number.

We cannot normally issue a refund to a different card, bank account, or payment method.

10. Late or Missing Refunds

Before contacting us, please:

  • Review your bank or card statement

  • Contact your payment provider

  • Confirm that the original payment account remains active

  • Allow for the provider’s normal posting period

If the refund still does not appear after these checks, email our support team for assistance.

11. Canceled Orders

Order cancellation requests must be submitted within 12 hours of purchase.

We will make a reasonable effort to assist, but cancellation cannot be guaranteed once an order has entered processing, packing, or shipment.

If an order has already shipped, it must follow the applicable return process after delivery.

 

A More Comfortable Home Starts with Thoughtful Support 🏡

Thank you for choosing Kelruneb™. We are committed to handling eligible return requests carefully, clearly, and fairly.