Refund & Returns | kelunatrix

Refund and Returns Policy

We want you to love every piece you order from Kelunatrix. If something doesn't fit, doesn't suit you or isn't quite right, here is how returns and refunds work.

Right of Withdrawal
If you are a consumer in the European Union, you can withdraw from your purchase within 14 days of receiving your order, without giving a reason. To do this, email us at info@kelunatrix.com with your order number and tell us you would like to return your items.

Return Conditions
You are welcome to try your items on at home, just as you would in a store. To help us process your return smoothly, please:

Send items back unworn, unwashed and undamaged, with all original tags still attached.
Use the original packaging if possible, or another secure packaging.
Include your proof of purchase, such as your order number or receipt.

If an item shows signs of wear, washing, perfume, makeup or damage beyond what is needed to check it, we may reduce your refund to reflect the loss in value.

For hygiene reasons, underwear, swimwear and similar items can only be returned if their hygiene seal or protective liner is still intact. Items made to your personal measurements are also excluded from the right of withdrawal, unless they arrive faulty or incorrect.

How to Start a Return
Email us at info@kelunatrix.com with your order number and the items you want to return. Our team will send you the return address and walk you through the next steps.

Refunds
We will refund your payment, including the original standard shipping cost, within 14 days of receiving your withdrawal notice. We may hold the refund until we have received the returned items or you have shown us that you sent them, whichever comes first. The refund goes to your original payment method.

Return Shipping Costs
Unless your item was faulty, damaged or incorrect, you pay the cost of sending it back. If you received the wrong item or it arrived damaged or faulty, we will cover the return shipping and find the best solution with you.

Exchanges and Wrong Sizes
If you ordered the wrong size or want a different style, contact us as soon as possible. The easiest way to get the right item is usually to return the original for a refund and place a new order. Our team is happy to help you with sizing before you do.

Late or Missing Refunds
If you haven't received your refund yet, please check with your bank or payment provider first, as processing times vary. If it still hasn't arrived, email us at info@kelunatrix.com and we'll look into it right away.

Damaged, Faulty or Incorrect Items
If your order arrives damaged or faulty, or you received the wrong item, contact us as soon as possible at info@kelunatrix.com. Include your order number and photos of the item and packaging so we can put it right quickly. This does not affect your statutory warranty rights.