Refund policy

Returns

Last updated: October 29, 2026

Our Promise to you
Every Karelo is made to last, and we stand behind it for life.

The Karelo Promise: if your Karelo tears, breaks or wears out through normal use, send it back and we’ll replace it free of charge. For life. The Promise covers faults, damage from everyday use and natural wear. It doesn’t cover deliberate damage, such as cutting or burning, or loads over [12kg]. To claim it, message us with a photo of the issue. You cover the return delivery and we will your replacement free.

Something wrong with your order?
Please check your order when it arrives. If it’s damaged, faulty or not what you ordered, message us within [48 hours] with a photo. We’ll replace it or refund you in full, and we cover the return delivery.

Changed your mind?
That’s fine. You have 7 days from delivery to return your item for a refund, as long as it is:

• unused, in the same condition you received it
• in its original packaging, with tags

Message us first so we can arrange the return. All returns are at the customer’s cost.

Exchanges
Want a different colour? Message us before sending anything back and we’ll sort it out, subject to stock. Return delivery is at your cost.

Refunds
Once your return arrives, we’ll check it and let you know within 2 working days. Approved refunds go back to your original payment method within 3 to 5 working days. If you haven’t seen it by then, message us and we’ll chase it.

Your rights
This policy doesn’t take away any rights you have under Kenyan consumer protection law.

Contact us
To start a return, make a Promise claim, ask about an exchange or report an issue, reach us on:
Email: hello@karelo.co.ke
WhatsApp: 0185 055 995
Instagram: karelo_ke