Refund policy

All KeyeNeL items are made to order as soon as you place your purchase. This on-demand model helps us reduce waste and promote sustainable fashion.

No returns for size changes or remorse
In accordance with Article 16 of EU Directive 2011/83/EU, custom-made or made-to-order items are exempt from the right of withdrawal. For this reason, we do not accept returns due to incorrect size selection or change of mind.

Damaged or defective item?
If your order arrives damaged, defective, or incorrect, please email us at info@keyenel.com within 14 days of delivery. Include photos of the issue, and if the error is confirmed, we will send a replacement or issue a full refund at no extra cost.

Return shipping costs
If the error is on our side or the item is defective, we’ll cover the cost. Otherwise, returns are not accepted.

Thank you for your understanding and support 💛