Return & Refund Policy

This Return and Refund Policy governs return, exchange and refund requests for handbag orders purchased on the Kaelvira Philippine website. This policy is only applicable to products bought directly from our official site. By placing an order, you acknowledge and accept this policy.

Eligibility for Returns

You may submit a return request within 14 calendar days from the date you receive your Kaelvira handbag. To qualify for return:

  1. The item must be unused, unwashed, without stains, scratches, wear marks or damage caused by customer use.
  2. All original accessories, dust bags, tags, packaging must be intact and returned together with the bag.
  3. Provide clear photos showing the item condition, packaging and order information when submitting your return request.

We do NOT accept returns for:

  • Items beyond the 14-day return window
  • Items that have been worn, damaged, modified, stained by customer
  • Customized or personalized products
  • Minor differences in color caused by screen display difference (screen color variation is not considered product defect)
  • Final sale items marked non-refundable on product page

Valid Reasons for Return

  1. Received wrong item: you received a bag different from what you ordered.
  2. Product defect: manufacturing flaw, broken hardware, stitching fault upon arrival.
  3. Item damaged in transit: obvious damage caused during shipping (photo evidence required).

Return for change of mind: You can return unused items within 14 days. The return shipping cost shall be borne by you. Original shipping fee paid at checkout will not be refunded.

Return Process

  1. Send a return application email to well@kaelvira.com within 14 days of receipt. Please state your order number, reason for return, and attach required photos.
  2. Our team will review your request and reply with approved return instructions and return address. Do NOT send back items without our prior written approval. Unauthorized returned packages will not be processed.
  3. Pack the item securely using suitable packaging. Ship the returned item to the return address provided by us. Keep your return shipping tracking number.
  4. After we receive and inspect the returned goods and confirm the item meets return requirements, we will proceed with your refund or exchange.

Refund Details

  • Refund will be processed to your original payment method. Refund processing usually takes 5–10 business days after our inspection approval. The actual arrival time of funds depends on your payment provider’s processing schedule.
  • For defective or wrong item delivered due to our mistake: we will refund the full product price, original shipping cost.
  • For customer-initiated return due to change of preference: only product price will be refunded. Original shipping fee is non-refundable, and you cover return shipping cost.

Exchange

If you want to exchange your handbag for another color or style, you can submit an exchange request within the 14-day window. Exchange shipping fees may apply. Exchange stock is subject to availability. If the target replacement item is out of stock, we can process a refund instead.

Refusal of Return

We reserve the right to reject return requests if the returned product is damaged, missing original parts, or fails to meet our return eligibility rules after inspection. We will send you photos of the inspected item and explain the rejection reason via email.