Refund policy

Last updated: September 19, 2026

Thank you for shopping with Kestlow. We want you to have a smooth and satisfactory shopping experience. Please read this Return & Refund Policy carefully to understand when returns, exchanges, and refunds may be accepted.

1. Return Request Period

If you wish to request a return, refund, or report an issue with your order, please contact us within 48 hours of receiving the product.

Requests submitted after this period may not be accepted.

For products that arrive damaged, we strongly recommend contacting us immediately after delivery and providing the required evidence described below.

2. Damaged or Defective Products

If you receive a product that is damaged, defective, or unusable, please contact us within 48 hours of delivery.

An unboxing video is required for damaged-product claims.

The video should clearly show:

The package in its original/sealed condition before opening.
The complete unboxing process without interruption.
The product and the damage or defect clearly visible.
The shipping label/order information where possible.

This evidence helps us verify the condition of the product when it was received and determine the appropriate resolution.

Failure to provide sufficient evidence may result in the return or refund request being rejected.

3. Missing Items

If an item is missing from your order, please contact us within 48 hours of delivery.

Please provide:

An unboxing video showing the package and its contents.
Photos of the received items.
Your order number.

After verification, if the missing item is confirmed and we are unable to provide the missing item, we may issue a refund for the missing item.

4. Wrong Product Received

If you receive a product different from the product you ordered, contact us within 48 hours of delivery.

Please provide photographs or video showing:

The product received.
The packaging.
The shipping label.
Your order details.

If the incorrect product was sent due to an error on our side or our fulfillment partner's side, we will review the case and, where applicable, arrange a replacement or refund.

5. Change of Mind / Incorrect Product Ordered

If you ordered the wrong product, selected the wrong variant, or simply changed your mind, the return may be accepted only if the product is eligible for return and remains:

Unused.
Unwashed.
Undamaged.
In its original condition.
In its original packaging.
Complete with accessories, tags and labels, where applicable.

Return shipping costs for customer-initiated returns may be the customer's responsibility.

Please contact hello.kestlow@gmail.com before sending anything back. Do not return a product without receiving return instructions from Kestlow.

6. Product Condition for Returns

To qualify for a return or refund, the product must generally be returned in its original condition.

The following may cause a return to be rejected:

Product has been used or damaged after delivery.
Product is missing original packaging or accessories.
Product has been altered or modified.
Product is different from the product originally shipped.
Required evidence has not been provided.
The return request was submitted after the applicable time period.

7. Return Shipping

If the return is caused by a Kestlow/fulfillment error, such as receiving a wrong, damaged, or defective product, we will review the case and determine the appropriate return-shipping arrangement.

For eligible customer-requested returns, such as ordering the wrong item or changing your mind, return shipping costs may be the customer's responsibility.

We recommend using a shipping service that provides tracking when returning an approved product.

8. Refusal or Rejection of Delivery

If a customer refuses or rejects a parcel after it has been dispatched, the order may be treated as a return-to-origin (RTO) shipment.

Any refund, if applicable, will be processed after the parcel is returned and inspected.

Applicable shipping, reverse-shipping, handling, or other fulfillment costs may be deducted from the refundable amount.

The exact deduction may vary depending on the courier, supplier, product, and order circumstances.

9. Undeliverable Shipments

A shipment may become undeliverable because of circumstances such as:

Incorrect or incomplete address.
Customer unavailable to receive the parcel.
Customer refusing delivery.
Multiple failed delivery attempts.
Incorrect contact information.
Other circumstances attributable to the recipient.

Where applicable, the parcel may be returned to the supplier/fulfillment facility.

If a refund is eligible, applicable forward and/or return shipping and fulfillment costs may be deducted.

10. Refund Eligibility

Refunds may be issued for eligible cases including:

Damaged or Defective Product

After reviewing the submitted evidence and confirming the issue, Kestlow may approve a refund or replacement.

Missing Product

If an item is confirmed to be missing and cannot be replaced, a refund for the missing item may be issued.

Wrong Product

If Kestlow or its fulfillment partner sent the wrong product, the case will be reviewed and an appropriate replacement or refund may be provided.

11. Refund Process

Once an approved return reaches the designated return location, the product may be inspected.

After inspection:

If the return meets the requirements, the refund will be approved.
If the return does not meet the requirements, the refund may be rejected.
Once approved, the refund will be processed to the original payment method, where technically possible.

Please allow up to 7 business days after refund approval for the refund to be processed. The actual time required for the funds to appear in your account may also depend on your bank or payment provider.

12. Product Expectations

If the product does not meet your expectations or you believe the product is materially different from how it was represented on the Kestlow website, please contact us as soon as possible and preferably within 24 hours of delivery.

Our customer support team will review the complaint based on the product listing, photographs/videos, order information, and circumstances of the case.

Minor differences in color, texture, packaging, dimensions, or appearance may occur where the product description permits reasonable variation.

13. Important Requirements

Please remember:

Report damaged, defective, missing, or incorrect products within 48 hours of delivery.
Keep the original packaging until your order has been fully inspected.
Record an unboxing video when opening your package.
Do not send a product back without receiving return instructions from Kestlow.
Refunds are subject to verification and inspection.
Products returned in an altered, used, damaged, or incomplete condition may not qualify for a refund.