Returns & Exchanges


Our return/ exchange policy at a glance

Returns and Exchanges can only be made for regular priced purchases and must be made through withlovekei.co. Orders made with promotional codes; sale items, and accessories are not eligible for return/ exchange. 

Please note that refunds and exchanges are strictly not allowed if the size does not fit you as measurements are clearly stated on the website. 

KEI provides returns and exchange only for the following reasons:

1. Defective item received
2. Incorrect item/ size received 

Kindly note that all returns will be provided in the form of store credits, and cash refunds are strictly not provided. Store credits have no expiry date, and do not cover shipping charges/ duties and/ or taxes that are non-refundable.  A default amount of $2 will be deducted from the store credits provided as part of the transaction and restocking fees involved on our end. 

 

 Defective/ Incorrect items received

Something must have gone wrong at our end! We are incredibly sorry that you have received a defective/ incorrect item. 

In an event where a defected item is received, we will do an exchange for the exact same product. A defective item is defined as a product that has manufacturing defects such as major stains, zip not sewn, or missing parts such as buttons that affect the overall function of the item.

The following list below are not considered as manufacturing defects, and are therefore not eligible for returns/ exchange:

  • Slight difference in measurements
  • Slight differences in item color due to inevitable discrepancies arising from individual computer resolutions
  • Slight stains on inner lining
  • Items with minute imperfections such as crease marks, loose threads, small thread bumps, slight stains that do not affect the overall look of the item 
  • Variation in prints placement (if any). Due to prints placement variation, customers should not expect to receive an exact same piece as product image. 
  • Item does not fit well 
  • Item has been washed or used (any perfume smell or washing powder smell will be considered as worn and washed, and will therefore not be eligible for return)
  • Items that have been deliberately damaged
  • Items that have become defective after washing/ironing or mishandling

 

For incorrect item/ size received, we will do an exchange for the correct item/ size.

In the event that an item to be exchanged is out of stock, returns will be provided in the form of store credits within 2-3 working days upon every successful return. Kindly note that store credits are non-refundable and non-transferrable. 

 

 How do I return the item(s) if I meet the above criteria? 

*For defective item received: All defects will be reviewed on a case-by-case basis, and must be a manufacturing defect of the item. KEI will solely determine its eligibility for return/ exchange.

To request for a return, please kindly notify us via email at withlovekei.co@gmail.com/ send us a Direct Message on Instagram with the following details within 10 working days from the delivery date.

Email subject: Defective/ Incorrect item received (*Choose one)
Order Number: 
Name of Item:
Image of defected/ incorrect item received:

 

For all returns, customers have to notify us prior to mailing the return package out and failure to do so may result in rejection of returns. Please do not send the defected or incorrect item back on your own accord.

KEI reserves the right to reject any request (defective or non-defective inclusive) for return, if the returned merchandise(s) do not meet our requirements; or when customer fail to provide proof of return.

  

 Terms

In order to return your item(s), you must meet the following criteria:

1. Request for return or exchange has to be submitted within 10 working days from date of shipment. We regret to inform that we will not be able to accept any return/exchange of the defective item if we are not notified within the stipulated time frame. All items in question have to reach us within 14 working days from the date of shipment and failure to do so may be deemed as unsuccessful return. 

2. Discounts & Store Credits must not have not used in the order. We're sorry but we strictly do not allow recycling of store credits. 

3. Returns must be in their original condition — packed in their original packaging, unworn, unwashed, with all tags intact so as to be eligible for return. KEI reserves the right to reject a return if we conclude that the item is not in a sellable condition.

4. Postage costs for all returns will be borne by the customers. We will not be held liable for any loss mail sent through non-traceable mailing options and returns will not be processed if the item does not reach us.  Return packages are highly advised to be sent back to us via a traceable courier as exchange/ refunds will only be processed once your return parcel has reached us.

5. Proof of returns has to be submitted and not to be sent back on own accord. 

KEI reserves the right to refuse any returns or exchanges if the return item does not meet the above conditions.

In the event that a customer has mailed out a return parcel that is not eligible for returns, the customer will be required to bear the postage fees to return the parcel back to them. KEI will not be responsible for the costs of returning the parcel to the customer. Should such parcels not be claimed, they will be disposed off in 3 months upon receiving of the parcel. 

 

KEI reserves the right to amend the terms from time to time without prior notice. By shopping on our website, you are deemed to have agreed to the above terms and conditions listed. Should you have any queries, feel free to drop us an email at withlovekei.co@gmail.com