Order cancellations will be accepted with a full refund of the amounts paid only if the orders have not yet been dispatched. If the orders have already been shipped, we request that they be returned in their unopened packaging, accompanied by the invoice, and the refund will be processed by deducting shipping costs.
For exchanges and returns, the product must be sent back in its original packaging, including all manuals and accessories, and accompanied by the second copy of the invoice. If the invoice is not available, please provide a written declaration of purchase describing the reasons for the exchange or return. Products sent to us due to defects will be evaluated by our technical department to confirm or deny the manufacturing defect. If it is determined that there is no defect in the product, Kelan will arrange for the same product to be sent back to the customer's address. If the product requires repair, the return time for the repaired product is 30 days from the date we receive the product in our warehouse.
Kelan is exempt from the obligation to exchange or repair any product whose defect was caused by misuse, according to our technicians' assessment. We clarify that even if the request is made within the seven-day period for withdrawal from the purchase, the store reserves the right to arrange for the product's repair, as per the Consumer Protection Code.
To return a product due to withdrawal or regret, the time frame for canceling or exchanging your purchase is 7 (seven) calendar days from the date of receipt of the product.
The product must be in its original packaging, without signs of use, without attempts at installation, and accompanied by the invoice, manual, and all accessories. We do not exchange promotional gifts.
When requesting a return through communication channels (WhatsApp 18 991556608 - icon in the corner of the site - direct message on Instagram @oficialkelan, contact page of the site), we will send an authorization for the posting of the merchandise via mail or carrier.
Refunds for withdrawal or regret will be processed as follows:
Purchases Paid with Credit Card: The customer may choose to receive a store credit voucher for the amount paid, which can be used for purchasing any product in the store; or request the store to refund the amount charged on their credit card statement. Note: in most cases, the refund is credited only on the subsequent statement.
Purchases with Bank Slip or Deposit: The customer may choose to receive a store credit voucher for the amount paid, usable for purchasing any product in the store; or request a refund to their bank account from Kelan. For refunds via DOC, it is necessary for the account holder to be the same person who placed the order in the store.
The store credit voucher is valid for 90 days from the date it is sent. If any product was shipped by mistake or exchanged in relation to the order, please return it after notifying us by email or by calling +55 (18) 2191-0999.
If our error is confirmed, we will refund all amounts paid.
If you have any further questions, please contact us.
