Refund & Returns Policy
We want you to be genuinely happy with your Kelaro Lounge order. If something is not right, you have 7 days from delivery to request a return. This page explains what qualifies, what does not, and how your refund is issued.
What Can Be Returned
To be eligible for a return, an item should be sealed/unopened, original packaging + invoice. Start your request within 7 days of delivery by emailing [email protected] with your order number, and we will guide you through the next steps.
What Cannot Be Returned
Used items, personalised or made-to-order pieces, clearance stock and gift cards cannot be returned unless they arrived damaged or faulty.
Damaged, Defective, Wrong or Missing Items
This is the important one: if your order arrives damaged, defective, incorrect or with an item missing, please record a short unboxing video as you open the parcel and email it to [email protected] within 48 hours of delivery. With that clip as proof we arrange a free replacement or a full refund straight away — no return shipping cost to you.
How Your Refund Is Issued
Once we receive and check the returned item, approved refunds are processed within 7 business days. Refunds go back to your original UPI account; for Cash on Delivery orders we arrange a direct bank transfer once you share your account details. You will get an email as soon as the refund is on its way.
How to Start a Return
Email [email protected] with your order number and a line about what went wrong. A real person will reply, usually within one working day, and arrange the return or replacement for you. If you paid by UPI, refunds return to that same account.