Refund policy

RETURN AND REFUND POLICY

We want you to be satisfied with your purchase from Ketia’s Store. Please review the following policy before placing your order.

RETURN WINDOW

You may request a return within 14 calendar days after your order is delivered. To begin a return, contact us through the Contact page on ketiasstore.com and include your order number and the reason for the request.

Do not send an item back without receiving return instructions and authorization from Ketia’s Store.

RETURN ELIGIBILITY

To qualify for a return, an item must be:

• Unworn, unused, unwashed, and unaltered
• In its original condition
• Returned with all original tags, accessories, and packaging
• Accompanied by proof of purchase or the order number

Items that do not meet these requirements may be refused.

NONRETURNABLE AND FINAL-SALE ITEMS

For hygiene and safety reasons, hair extensions, wigs, cosmetics, and other personal-care products cannot be returned after they have been opened, worn, tried on, altered, washed, or removed from their original sealed packaging.

The following are also final sale:

• Clearance or specifically marked final-sale items
• Gift cards
• Personalized or custom-made products
• Items damaged through misuse, improper care, or normal wear

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us within 48 hours of delivery. Include your order number and clear photographs of the item and packaging.

If we confirm the problem, Ketia’s Store will provide instructions and, as appropriate, arrange a replacement, store credit, or refund at no additional shipping cost to you.

RETURN SHIPPING

Unless an item arrived damaged, defective, or incorrect, the customer is responsible for all return-shipping costs. Original shipping charges, customs duties, import taxes, and handling charges are nonrefundable, except where required by law or when the return results from our error.

We recommend using a trackable shipping service. Ketia’s Store is not responsible for returned packages that are lost or damaged in transit.

REFUNDS

After we receive and inspect an eligible return, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method, generally within seven business days after acceptance of the return.

Your bank or card issuer may require additional time to post the refund to your account.

EXCHANGES

To request a different size, color, or item, contact us first. Exchanges depend on product availability. In some cases, you may be asked to return the original item and place a new order.

ORDER CANCELLATIONS

You may request cancellation before processing or shipment begins. Once an order has entered processing, been dispatched, or transferred to a delivery provider, cancellation cannot be guaranteed.

CUSTOMER RESPONSIBILITY

Customers are responsible for entering a complete and accurate delivery address and contact information. Additional delivery expenses resulting from an incorrect or incomplete address may be charged to the customer.

This policy does not limit any consumer rights that cannot legally be excluded.