Refund policy

Our commitment to you

We want you to be completely satisfied with your purchase. If something isn't right, this policy explains how returns, exchanges, refunds and warranty claims work for orders delivered within the United Kingdom.

Return window

You may return your order within 30 days of delivery — no reason needed. This window begins on the date your parcel is delivered, so it's worth noting our typical fulfilment times: orders are usually dispatched within 1–2 business days and arrive within 2–4 business days of dispatch. For full details on the statutory withdrawal right that underpins this window, please see our Right of Withdrawal terms.

Conditions for a valid return

To be accepted, returned items must meet the following conditions:

  • Goods must be complete and returned in their original packaging.
  • Labels and any protective films should remain attached and undamaged.
  • Hygiene items and sealed products are excluded from return once the seal has been opened.

Items that do not meet these conditions may not be eligible for a refund or exchange.

How to start a return

Starting a return is straightforward. Simply follow the steps below:

  1. Email contact@ketora.shop with your order number and details of the item(s) you wish to return.
  2. We will send you a return label within one business day of receiving your request.
  3. Repack the goods securely, ideally in their original packaging, and attach the return label to the parcel.
  4. Take the parcel to your local post office to send it back to us.

Please hold onto your proof of postage until your return has been processed, in case it's needed for reference.

Return shipping costs

We cover the cost of return shipping, so you will not be charged for sending an eligible item back to us.

Exchanges

If you'd prefer a different size, colour or item rather than a refund, we're happy to help. Just let us know when you contact us and we'll arrange an exchange as an alternative to refunding your payment, subject to stock availability.

Refunds

Once we have received and inspected your return, we will process your refund within 5 business days. Refunds are issued to your original payment method.

Accepted payment methods

We accept payments via Visa, Mastercard, American Express, Discover, Diners Club, Google Pay and Apple Pay. Refunds will be returned using the same method used for the original purchase, and all amounts are processed in GBP.

Warranty

Products purchased from us are covered by a warranty period of 2 years from the date of purchase. If you believe an item is faulty within this period, please contact us using the details below and we will advise on the next steps.

Questions?

If you have any questions about your order, a return, an exchange, a refund or a warranty claim, please don't hesitate to reach us at contact@ketora.shop or by phone on +44483889577.