Refund policy

Keilora Return & Refund Policy
Last Updated: January 5, 2026

At Keilora, every watch strap and bracelet is handmade with care and attention to detail. We want you to love your purchase, but we understand that sometimes a return or exchange may be necessary. This policy explains how we handle returns, exchanges, and refunds.

1. Damaged or Incorrect Items

If your item arrives damaged, defective, or not as ordered, we will resolve the issue promptly.

What to do:

  • Contact us at support@keilora.com within 7 days of delivery.

  • Include your order number and a photo showing the issue.

Resolution:

  • We will send a replacement item if available.

  • If a replacement isn’t possible, we will issue a full refund to your original payment method.

2. Returns for Other Reasons

If you change your mind or the product isn’t right for you, returns may still be possible under certain conditions:

Conditions:

  • Return requests must be made within 30 days of receiving your order.

  • Items must be unused, in original condition, and with all packaging intact.

  • Customers are responsible for return shipping costs, except when the item is defective or incorrect.

Refunds:

  • Refunds will be issued to the original payment method after we receive and inspect the returned item.

  • Please allow 10–15 business days for the refund to appear in your account.

Note: Handmade or personalized items cannot be returned or refunded unless defective or damaged during shipping.

3. Exchanges

If you would like to exchange an item for a different style, size, or color:

  • Contact support@keilora.com with your request.

  • Return the original item in its original condition.

  • Replacement items will be sent once we receive the returned item, subject to availability.

4. Shipping Issues

If your order does not arrive within 90 days of purchase, you are entitled to a full refund. Please contact us immediately so we can investigate and resolve the issue.

5. How to Return or Exchange an Item

  1. Email support@keilora.com with your order number and reason for return or exchange.

  2. Follow the instructions provided for returning your item safely.

  3. Keep your return tracking number until your refund or exchange is complete.

6. Terms and Conditions

All returns and exchanges are handled on a case-by-case basis to provide the best experience for our customers. We reserve the right to determine whether an item is eligible for return, including verifying that it is unused and in its original condition.

To prevent misuse or abuse of this policy, excessive or unreasonable returns may result in the denial of future returns or exchanges.

In certain cases, such as returns requested beyond the standard 30-day window or without proof of purchase, refunds may be issued as store credit or handled according to applicable local laws.

For verification purposes, we may request additional information, including personal information, when processing a return or refund. All such information is handled in accordance with our Privacy Policy.

At Keilora, we are committed to making your shopping experience smooth, secure, and enjoyable. If you have any questions or concerns about returns, exchanges, or refunds, our customer support team is ready to assist.