Refund policy

RETURN & REFUND POLICY

At Krelo, we want you to love every piece you bring into your home. If for any reason you are not completely satisfied with your purchase, we are here to help.

────────────────────────────────────────

1. RETURNS

We accept returns within 30 days of the delivery date.

To be eligible for a return, your item must meet the following conditions:

- The item must be unused and in the same condition that you received it
- The item must be in its original packaging
- The item must not be damaged, stained, or altered in any way
- Proof of purchase (order confirmation or receipt) must be provided

The following items are non-returnable:

- Items marked as "Final Sale" or "Non-returnable" on the product page
- Customized or personalized items
- Items that have been assembled or installed
- Gift cards

────────────────────────────────────────

2. HOW TO START A RETURN

To initiate a return, please follow these steps:

1. Email us at support@krelo.com with your order number and reason for return
2. Our team will respond within 1–2 business days with return instructions
3. Carefully pack the item in its original packaging
4. Ship the item to the address provided by our support team
5. Once we receive and inspect the item, we will notify you of the status of your return

────────────────────────────────────────

3. REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed as follows:

- Refunds will be issued to the original payment method used at checkout
- Processing time is 5–10 business days depending on your bank or payment provider
- Original shipping costs are non-refundable unless the return is due to our error or a defective item
- If your refund has not appeared after 10 business days, please contact your bank before reaching out to us

────────────────────────────────────────

4. LATE OR MISSING REFUNDS

If you have not received your refund after 10 business days:

- First, check your bank account again
- Then contact your credit card company — it may take some time before your refund is officially posted
- Next, contact your bank — there is often some processing time before a refund is posted
- If you have done all of the above and still have not received your refund, please contact us at support@krelo.com

────────────────────────────────────────

5. EXCHANGES

We only replace items if they are defective, damaged, or if you received the wrong item. If you need to exchange an item for the same product, please email us at support@krelo.com with:

- Your order number
- A clear photo of the damaged or defective item
- A description of the issue

We will arrange a replacement at no additional cost to you.

────────────────────────────────────────

6. DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or defective, please contact us within 48 hours of delivery at support@krelo.com. Include:

- Your order number
- A clear photo of the damage or defect
- A brief description of the issue

We will resolve the issue promptly by offering a replacement, store credit, or full refund — whichever you prefer.

────────────────────────────────────────

7. RETURN SHIPPING COSTS

- If the return is due to a defective item, wrong item sent, or our error — we will cover the return shipping cost
- If the return is due to a change of mind or personal preference — the customer is responsible for return shipping costs
- We recommend using a trackable shipping service for returns. Krelo is not responsible for items lost during return shipping

────────────────────────────────────────

8. CANCELLATIONS

Orders can be cancelled within 24 hours of placement for a full refund. After 24 hours, the order may already be in processing or shipment and cannot be cancelled. In that case, please wait for delivery and initiate a return.

To cancel an order, email us immediately at support@krelo.com with your order number and subject line: "Order Cancellation."

────────────────────────────────────────

9. CONTACT US

If you have any questions about our Return & Refund Policy, please do not hesitate to contact our customer support team:

Email: support@krelo.com
Response time: 1–2 business days
Monday – Friday: 9:00 AM – 6:00 PM (GMT)

We are committed to making your Krelo experience a positive one — from first browse to long after delivery.