Refund policy

RETURN & REFUND POLICY

Last updated: August 31, 2026

At Kelvetic Online Shop, most products are made to order specifically after an order is placed. Because we use a print-on-demand production model, we generally do not accept returns, exchanges, or refunds for buyer's remorse, incorrect size or color selection, or change of mind, except where required by applicable law.

Nothing in this Policy limits any mandatory consumer rights that cannot legally be excluded.

Damaged, Defective, Misprinted or Incorrect Items

If you receive an item that is damaged, defective, misprinted, or materially different from what you ordered due to a production or fulfillment error, please contact us at support.kelvetic@gmail.com as soon as possible.

Claims should be submitted no later than 30 days after receiving the product so that we can investigate the issue with our fulfillment partner.

Please include:

your order number;
a description of the issue; and
clear photographs showing the product and the problem.

We may request additional photographs or information reasonably necessary to investigate the claim.

If we determine that the item is defective, damaged, misprinted, or incorrect due to an error attributable to us or our fulfillment partner, we may, as appropriate, provide a replacement, refund, or other remedy.

You should not return a damaged or defective product unless we specifically instruct you to do so.

Lost in Transit

If your order has not arrived by the estimated delivery date, please first review the tracking information provided for your shipment.

Claims for packages believed to be lost in transit should be submitted to support.kelvetic@gmail.com no later than 30 days after the estimated delivery date.

We may ask you to:

confirm the shipping address provided with your order;
review the carrier's tracking information;
contact your local postal or delivery service; and
check with household members, neighbours, reception desks, building management, or other possible delivery locations.

If the carrier or fulfillment provider confirms that the shipment was lost in transit, we will investigate the claim and may arrange a replacement or refund where appropriate.

Packages Marked as Delivered

If carrier tracking confirms that a shipment has been delivered to the shipping address provided at checkout, the order will generally be considered successfully delivered and fulfilled.

To the fullest extent permitted by applicable law, Kelvetic is not responsible for packages that are lost, misplaced, stolen, or otherwise unavailable after confirmed delivery.

A statement by a customer that a package was not received does not automatically entitle the customer to a refund or replacement where carrier information confirms delivery.

If you believe a package marked as delivered was misdelivered or stolen, please contact the carrier and check with household members, neighbours, reception desks, building management, and other possible delivery locations.

We reserve the right to request additional information, carrier documentation, declarations, or other reasonable evidence before considering a refund or replacement.

We may reject claims that we reasonably believe are fraudulent, abusive, unsupported, or inconsistent with available tracking or delivery information.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Kelvetic is not responsible for delivery failures, delays, losses, or additional costs caused by incorrect, incomplete, outdated, or otherwise inaccurate shipping information provided by the customer, to the fullest extent permitted by applicable law.

If an order is returned because of an incorrect or insufficient address, the customer may be required to pay all applicable reshipping and handling costs before the order is sent again.

If a shipment cannot be recovered or reshipped, the customer may be required to place a new order.

Unclaimed and Refused Shipments

Customers are responsible for accepting or collecting their shipments.

If an order is returned because it was unclaimed, refused, or not collected within the carrier's required timeframe, the customer may be responsible for additional shipping, handling, and reshipment costs.

Unclaimed or refused shipments are not automatically eligible for a refund.

Change of Mind and Buyer's Remorse

Except where required by applicable law, all sales are final for change-of-mind purchases.

We do not provide refunds or exchanges because:

you changed your mind;
you no longer want the product;
you ordered the wrong size;
you ordered the wrong color;
you selected the wrong product or variation;
you entered incorrect personalization information; or
you otherwise made an incorrect purchasing decision.

Please carefully review product descriptions, sizing information, colors, quantities, personalization details, and other product information before placing your order.

Size Exchanges

Because our products are generally made to order, we do not offer free size exchanges if the size ordered by the customer was incorrect.

Customers are responsible for reviewing the applicable sizing information before ordering.

If we sent a different size from the size stated in your confirmed order, please contact us as this may qualify as an incorrect item.

Personalized Products

Products made according to customer-provided specifications or containing customer-requested personalization are produced specifically for that customer.

Except where required by applicable law or where the product is defective or incorrect due to our error, personalized or customized products cannot be returned, exchanged, or refunded.

Returns Required by Applicable Law

If applicable mandatory consumer law gives you a right to cancel or withdraw from your purchase, we will honor that right in accordance with the applicable legal requirements.

Where permitted by law, the customer is responsible for the direct cost of returning products under a statutory change-of-mind or withdrawal right.

Any mandatory exceptions applicable to customized, personalized, sealed, hygiene-sensitive, or other products remain applicable.

Unauthorized Returns

Do not send products to our business address or directly to Printful unless we have instructed you to do so.

Returns must first be authorized by contacting support.kelvetic@gmail.com.

Depending on the product and fulfillment location, we will provide the appropriate return instructions if a return is required.

Sending a product to an unauthorized address does not guarantee that the shipment can be received, identified, processed, refunded, or returned to you.

Refunds

If a refund is approved, it will generally be issued to the original payment method.

Processing times after a refund has been issued depend on your bank, card issuer, payment provider, and other financial institutions involved in the transaction.

Original shipping charges, premium delivery charges, customs duties, import taxes, and other external charges are non-refundable except where required by applicable law or where we expressly agree otherwise.

Fraudulent and Abusive Claims

We reserve the right to investigate suspected fraudulent, abusive, deceptive, or duplicate refund claims.

We may consider order information, customer communications, carrier tracking, delivery confirmations, payment information, fraud indicators, previous transaction history, and other reasonably relevant evidence.

Submitting false information in connection with a refund, return, non-delivery, or payment claim may result in the rejection of the claim and restriction of future purchases, subject to applicable law.