Refund policy

Return Policy – Kelmovo

At Kelmovo, customer satisfaction is our priority. We want you to feel confident when choosing your perfect wig. If you are not completely satisfied with your purchase, we offer a 30-day return policy from the date you receive your order.

Return Eligibility

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

The return request must be submitted within 30 days of receiving your order.
The wig must be unworn, unused, and in its original condition.
The lace must not be cut, trimmed, or altered.
The wig must not be washed, dyed, bleached, styled, or customized.
Original packaging, tags, accessories, and proof of purchase must be included.

Due to hygiene reasons, wigs that have been worn, altered, or modified cannot be accepted for return.

How to Start a Return

To request a return, please contact our customer support team at:

Email: contact@kelmovo.com

Please include:

Order number
Reason for return
Photos of the item (if applicable)

Once your return request is approved, we will provide return instructions.

Items sent back without prior return approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.

Please use a trackable shipping service when returning your order. Kelmovo is not responsible for packages lost during return shipping.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

If you receive:

A damaged item
A defective product
The wrong item

Please contact us within 7 days of delivery with photos or videos of the issue. Our team will review the case and provide the best possible solution.

Non-Returnable Items

For hygiene and product quality reasons, the following items cannot be returned:

Wigs that have been worn or installed
Cut lace wigs
Customized or personalized wigs
Dyed, bleached, washed, or altered products
Gift cards

Sale items and promotional products may not be eligible for return unless they arrive damaged or defective.

Exchanges

We currently do not offer direct exchanges.

The fastest way to receive a different item is to return your original order (if eligible) and place a new order for the desired product.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, customers have the right to cancel or return their order within 14 days of receiving the product, without providing a reason.

The item must be:

Unworn
Unused
Unaltered
In original packaging
With proof of purchase

Please note that hygiene-related restrictions still apply to wigs that have been worn, installed, or modified.

Refunds

Once we receive your returned item, our team will inspect it and notify you whether your refund has been approved.

If approved:

Refunds will be issued to your original payment method.
Processing time may take up to 10 business days.
Your bank or payment provider may require additional time to process the refund.

If you have not received your refund after 15 business days from approval, please contact us at:

Email: contact@kelmovo.com