Refund policy
Returns & Refunds Policy
Last updated: September 28, 2026
At Kazel, we are committed to providing premium women’s gym wear that meets our standards for quality, comfort, and craftsmanship.
We want you to shop with confidence. Please review the following Returns & Refunds Policy before placing your order.
1. Return Period
You may request a return within 14 days of receiving your order.
To be eligible for a return, you must contact us within this 14-day period and receive return instructions from our customer service team.
Returns requested after 14 days may not be accepted, except where a longer period is required by applicable consumer protection laws.
2. Return Conditions
To be eligible for a return, the item must:
- Be unworn and unused
- Be unwashed
- Be in its original, resalable condition
- Have all original tags and labels attached
- Be returned with its original packaging where reasonably possible
- Not show signs of makeup, perfume, deodorant, stains, pet hair, or other wear
- Not have been altered, damaged, or otherwise used
For hygiene and product-quality reasons, we reserve the right to refuse returns that do not meet these conditions.
3. Sale & Promotional Items
Items purchased at a sale, clearance, promotional, or discounted price are generally final sale and are not eligible for return or refund, except where required by applicable law or where the item arrives damaged, defective, or incorrect.
Any exclusions applicable to a specific promotion will be clearly stated at the time of purchase.
4. Incorrect Size or Change of Mind
Please carefully review the size chart, product measurements, fit information, and model measurements provided on each product page before ordering.
We do not normally offer refunds or exchanges for:
- Incorrect size selected by the customer
- Change of mind
- Ordering multiple sizes for comparison
- Personal preference regarding fit, color, or style
However, nothing in this policy limits any mandatory consumer rights that may apply to your purchase under the laws of your country or region.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
To help us resolve the issue quickly, please provide:
- Your order number
- Clear photographs or video showing the issue
- Photographs of the packaging, where applicable
- A brief description of the problem
Please contact us within 48 hours of delivery whenever possible.
If the item is confirmed to be damaged, defective, or incorrectly supplied, we may offer an appropriate remedy, which may include a replacement, exchange, refund, or other remedy required by applicable law.
We will assess each case fairly and may request additional information where necessary.
6. How to Request a Return
Before sending anything back, please contact our customer service team.
Please include:
Order Number:
Name:
Reason for Return:
Photos (if applicable):
Do not send a return to the sender’s address or any address other than the return address provided by our team.
Unauthorized returns may experience delays or may not be accepted.
7. Return Shipping Costs.
Unless the item is defective, damaged, incorrect, or otherwise covered by applicable consumer law, return shipping costs are the responsibility of the customer.
Return shipping costs may vary depending on your country, location, courier, and shipping service selected.
For international returns, customers are responsible for any applicable shipping charges, customs duties, taxes, or other costs associated with returning an item, unless applicable law requires otherwise.
We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.
Kazel is not responsible for returns that are lost or damaged while being shipped back to us when the customer has arranged the return shipment.
8. Refunds
Once we receive and inspect your returned item, we will notify you whether your return has been approved.
If approved, your refund will be processed to the original payment method used for the purchase.
Please allow your payment provider or bank additional processing time before the refunded amount appears in your account.
The time required may vary depending on your payment method, bank, card issuer, and country.
Shipping Charges
Original shipping charges are generally non-refundable, except where the item was defective, damaged, incorrectly supplied, or where applicable law requires otherwise.
9. Partial Refunds & Rejected Returns
If a returned item does not meet our return conditions, we may be unable to provide a refund.
If a return is rejected because it is worn, washed, damaged, missing tags, or otherwise not in resalable condition, we may return the item to the customer at the customer’s expense.
10. Exchanges
Because product availability and sizes can change quickly, we do not guarantee exchanges for a different size, color, or product.
Where permitted, customers may instead return an eligible item and place a new order.
This does not affect your legal rights regarding defective, damaged, or incorrectly supplied products.
11. International Orders
Kazel accepts orders from customers in different countries. International orders may be subject to customs duties, import taxes, VAT, handling charges, or other fees imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.
Customers are responsible for providing accurate delivery information and complying with applicable import requirements.
12. Refused or Undeliverable Packages
If an order is returned to us because the customer:
- Provided an incorrect or incomplete address
- Failed to collect the package
- Refused delivery
- Failed to pay applicable import duties or taxes
any refund may be reduced by applicable return shipping, handling, customs, or other costs incurred by Kazel, to the extent permitted by applicable law.
13. Consumer Rights
This policy is intended to provide clear and fair guidelines for returns and refunds.
Nothing in this policy is intended to exclude, restrict, or override any mandatory consumer rights or statutory warranties that apply to you under the laws of your country or jurisdiction.
Where applicable law provides you with rights that are more favorable than this policy, those legal rights will continue to apply.
14. Contact Us
If you have questions about a return, refund, damaged item, or your eligibility for a return, please contact our customer service team before sending your item back.
Kazel Customer Care
Website: kazel.store
Email: joanmagezi777@gmail.com
We are committed to handling every eligible return fairly, professionally, and transparently.
Thank you for choosing Kazel.