Returns & Exchanges


Our return and exchange policy at a glance

Returns and exchanges can only be made for regular priced purchases and must be made through withlovekei.co. We will not be liable should the customer purchase our items from any third party and we will not accede to any request for exchange.   

KEI provides returns and exchange only for the following reasons:

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

The following items are strictly NOT eligible for return or exchange:

  • Orders made with promotional codes
  • Sales Items
  • Jewelry (due to hygiene reasons)
  • Item does not fit you well (measurements are clearly stated on site) 

All returns will be provided in the form of store credits, and cash refunds are strictly not provided under any circumstances. Store credits have no expiry date, and do not cover shipping charges, duties or taxes that are non-refundable.  

 

 Defective or incorrect items received

Something must have gone wrong at our end! We are incredibly sorry that you have received a defective or 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 return or 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 or size received, we will do an exchange for the exact same item in correct item or 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 successful return. Store credits are non-refundable and non-transferrable. 

 

 How do I return an item if I meet the above criteria? 

To request for a return, drop us an email straight away along with the details, supporting images and your order number at withlovekei.co@gmail.com within 5 days of receiving your item.  

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 defective or incorrect item back on your own accord.

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 or exchange.

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

  

 Terms

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

1. Request for return or exchange has to be submitted within 5 days of receiving your items. 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.

2. All general exchanges must reach us within 10 days from the delivery date and failure to do so may be deemed as unsuccessful return.

3. We will not be held liable for any lost or damaged return packages. All return items must be in their original condition, unwashed and unworn with the tag intact, packed in our care bag. KEI reserves the right to reject a return if we conclude that the item is not in a sellable condition.

4. Discounts & store credits must not have been used in the order. We are sorry but we do not allow recycling of store credits!

5. 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 return parcel does not reach us. Return packages are highly advised to be sent back to us via a traceable courier as the return will only be processed once your return parcel has reached us.

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

Items that do not fulfill these criteria will be duly rejected, and the customer will be required to bear the delivery fees to return the parcel back to them. Should such parcels not be claimed within 30 working days, they will be deemed as forfeited.

 

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.