Refund policy

This policy explains your options for returning, exchanging and getting a refund on any purchase made from KEPT. It forms part of our terms of service.

1. In short

You have thirty days from delivery to change your mind. Return shipping is on us. Your refund is issued within fourteen days of your return reaching us, to the original payment method.

2. Thirty-day returns

You may return a bag within thirty days of receiving it, for any reason, without having to justify your decision.

Where an order contains several items delivered separately, the period runs from the day you receive the last item.

Nothing in this policy limits any statutory rights you may have under the consumer law of your own country. Where those rights are more favourable, they apply.

3. How to start a return

  • Write to us through the contact form on the site, giving your order number and the item or items concerned.
  • We acknowledge your request within forty-eight working hours and send you a prepaid return label.
  • Send the item back within fourteen days of that message.

Please do not ship anything back before contacting us. Without a label issued by us, we cannot match the parcel to your order, which delays handling considerably.

4. Condition of returned items

The bag must come back complete and in its original condition, with its strap, packaging and any accessories supplied.

You are free to handle and try the bag as you would in a shop, to check its nature, characteristics and proper working order. Use that goes beyond that may reduce its value, and we may deduct a proportionate amount. Any amount withheld is explained to you before a partial refund is issued.

5. Return costs

We cover return shipping in full, including when you simply change your mind. You never have to pay anything up front.

6. Refunds

We refund the amount paid for the returned items, including the original shipping where you return the whole order, no later than fourteen days from the day we receive the items back or, if earlier, the day you provide proof that they have been sent.

Refunds go back to the payment method used for the order, unless you expressly agree to another method. There is no charge to you.

Depending on your bank, the credit can take a few extra working days to appear on your statement after we issue it.

7. Buy 1, Get 1 Free orders

When a bag was received free as part of an offer, the refund is based on what you actually paid. If you return both bags, you are refunded in full. If you return only one bag and keep the other, we refund the amount paid minus the regular price of the bag you keep.

8. Exchanges

If you would rather have another colour than a refund, say so in your message. We exchange it at no extra cost, subject to availability. If the colour you want is unavailable, we refund you.

9. Faulty or incorrect items

A faulty or incorrect item is not a change of mind, and is handled differently and more favourably:

  • repair, replacement or refund is carried out at no cost to you, in line with the statutory guarantees that apply in your country;
  • if the fault appears within thirty days of delivery, you can ask for a refund straight away.

Describe the problem through the contact form, attaching a photograph or a short video if you can: it speeds things up considerably.

10. Damaged or missing parcels

If a parcel arrives visibly damaged, note precise reservations with the carrier on delivery, keep the packaging and tell us straight away with photographs.

If tracking shows a delivery you have not received, contact us: we open an enquiry with the carrier. Items travel at our risk until they are physically handed to you.

11. Complaints

Any difficulty with a return or a refund should first be raised with us through the contact form. We aim to resolve every complaint within forty-eight working hours.