Refund policy

Refund & Return Policy

Last Updated: July 1, 2026

At [KETAUGA.STORE], customer satisfaction is our priority. Please read our Refund & Return Policy carefully before placing an order.

Cash on Delivery (COD)

We currently offer Cash on Delivery (COD) as our payment method. Payment is collected only when your order is delivered to you.

Returns

We accept returns within 7 days of receiving your order if:

  • The item is damaged or defective upon delivery.
  • You received the wrong product.
  • The item is unused, unopened, and in its original packaging.

To request a return, please contact our customer support with:

  • Your order number
  • Your full name
  • Photos of the product (if damaged or incorrect)
  • A brief explanation of the issue

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Used or opened products
  • Items damaged due to misuse or improper handling
  • Products without their original packaging
  • Clearance or final sale items (if applicable)

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved, you may choose one of the following:

  • A full refund.
  • A replacement product.
  • Store credit for a future purchase.

Since orders are paid via Cash on Delivery, approved refunds will be issued through a mutually agreed payment method (such as bank transfer or mobile money), depending on your location. Refunds are typically processed within 5–10 business days after approval.

Exchanges

If you received a defective, damaged, or incorrect item, we will gladly replace it at no additional cost.

Order Cancellation

You may cancel your order before it has been shipped.

Once your order has been dispatched or is out for delivery, it can no longer be cancelled.

Repeated refusals of Cash on Delivery orders without a valid reason may result in restrictions on future orders.

Shipping Costs

If the return is due to our mistake (wrong, damaged, or defective product), we will cover the return shipping costs.

If the return is for any other eligible reason, the customer may be responsible for the return shipping fees.