Enjoy easy 45-day returns or exchanges
Free delivery on orders over AUD 90
Log in

Cart

Your cart is currently empty.

Continue shopping
Total
A$0.00

Return, Exchange and Refund Policy

 

At Keloviren (hereinafter referred to as "we" or "us"), we are dedicated to providing high-quality garden swings, lounge chairs, gazebos, and parasols. We strive to ensure a smooth shopping experience for you. Please read our policy below regarding returns, exchanges, and refunds.

Return & Exchange Validity Period
You have 45 days from the date you sign for the receipt of the goods to request a return or exchange. Requests made after this 45-day window will not be accepted.

Return & Exchange Conditions
We accept returns or exchanges under the following conditions:

  • Appearance Issues: The product has scratches, dents, or other aesthetic defects upon arrival.
  • Quality Issues: The product is defective or malfunctions.
  • Discrepancies: The product has strong odors, severe color differences, or differs significantly from the description.
  • Wrong Item Sent: You received a product that does not match your order.
  • No Reason (Change of Mind): You simply changed your mind and wish to return the item without a specific defect.

Return Process

  • Contact Us: Please contact us via email at care@keloviren.com or call +1 (925) 485-8370 to apply for a return. You must provide your order number, proof of payment, reason for the return, and relevant videos or photos showing the condition of the item.
  • Review: Our customer service team will process your application immediately. If approved, we will inform you via your contact details and provide the specific return address.
  • Ship Back: You are required to ship the product back to our designated return address using the return label provided and wait for us to receive the package.
  • Inspection & Refund: Upon receipt, we will immediately inspect the product to verify it matches the situation you reported. If the inspection passes, we will arrange your refund immediately. Please refer to the Refund Process section for details.

Exchange Process

  • Contact Us: Please contact us via email at care@keloviren.com or call +1 (925) 485-8370 to apply for an exchange. You must provide your order number, proof of payment, reason for the exchange, and relevant videos or photos.
  • Review: Our customer service team will process your application immediately. If approved, we will inform you via your contact details and provide the return address.
  • Ship Back: You are required to ship the product back to our designated return address and wait for us to receive the package.
  • Inspection & Dispatch: Upon receipt, we will immediately inspect the product. If the inspection passes, we will arrange for the new item to be prepared within 1-3 business days. The estimated delivery time for the new item is 7-10 business days. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be issued back to the original bank card (Visa, MasterCard) account used for the purchase.
  • Processing Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive in your account within 1-5 business days. If it is overdue, please contact us for assistance.

Fees Rules

  • Our Responsibility: For returns caused by appearance issues, quality issues, odors/severe color differences, or wrong items sent, we will bear the shipping costs.
  • Your Responsibility: For returns initiated under "No Reason" (Change of Mind), you are responsible for the shipping costs associated with returning the item.

Return Label
For your convenience, a return label is included inside every package we ship. You may use this label to facilitate your return.

Condition of Returned Items
To ensure a successful return or exchange, items must be returned in the same condition as received. This means they must be unused, not assembled (or fully disassembled), and in the original packaging. We reserve the right to refuse a return if the item is returned damaged due to improper packaging by the customer.

Order Cancellation
If you wish to cancel an order, you must contact us before the item has been shipped. Once the item is in transit, the order cannot be cancelled, and you will need to follow the standard Return Process upon receipt.

Liability Disclaimer
We are not liable for any damage or loss resulting from the improper use, assembly, or maintenance of our products (garden swings, lounge chairs, gazebos, parasols). Please ensure you follow all assembly instructions provided. Our liability is limited to the purchase price of the product.

Contact Us
If you have any questions or need assistance, please contact us using the information below:

Address: 9555 RESEDA BLVD 106, NORTHRIDGE, CA 91324, United States
Phone: +1 (925) 485-8370
Email: care@keloviren.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)