Return and Refund Policy

1. How Our Fulfilment Works

At KETINIA, we believe in being upfront about how orders reach you. To keep our product collection accessible and fairly priced, we work with an international fulfilment partner based in China, who handles storage, quality checks, and dispatch on our behalf.

This means that for standard returns (such as a change of mind), items are shipped back to this international location. Return shipping costs for these cases are the customer's responsibility, and we recommend using a tracked shipping service. We are not able to take responsibility for items lost in transit without tracking.

If something goes wrong on our end, it is on us. If you receive a faulty, damaged, or incorrect item, you will not pay anything to return it. We will arrange a replacement or full refund directly, at no cost to you.

2. The Essentials

• Return Window: 30 days from delivery

• Refund Processing: 5–10 business days

• Restocking Fees: None

3. How to Return Something

Email us at support@ketinia.com within 30 days of receiving your order, with your order number and reason for return. Items need to come back unused, undamaged, and in their original packaging.

Once approved, we will send you clear instructions on where and how to send it back.

4. Refunds & Cancellations

Refunds are issued to your original payment method within 5–10 business days of us receiving and checking your returned item. You will receive an email confirmation once it is processed.

Cancellations are only possible before an order has been processed or shipped — email us as soon as possible if you need to cancel. Once an order has shipped, our standard return process applies instead.

5. Statutory Consumer Rights

In addition to our 30-day voluntary return policy, consumers under applicable regional law (including EU/UK statutory cooling-off periods) have the right to cancel their order within 14 days of delivery without providing a reason. This statutory right stands regardless of our standard return terms.

6. Get in Touch

• Email: support@ketinia.com

• Phone: +44 20 7998 3935 (Mon–Fri, 9:00 AM – 5:00 PM GMT)

• Address: 36 Gloucester Ave., London NW1 7BB, United Kingdom