RETURNS AND EXCHANGES

Last updated: 13 October 2025
Applies to: KELLY GmbH online purchases

§1 Right of Return (EU 14 Days)

You may return your order within 14 days of delivery for a refund. The 14-day period starts the day you (or a person you designate) receives the package.

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§2 Return Shipping & Fees

• Returns are at the customer's expense.
• If you use the pre-paid return label we provide, you agree to the return shipping fee (charged per returned item) which will be deducted from your refund.
• The original shipping cost (if any) and the return shipping fee are not the same and are non-refundable.
• If you choose to ship with your own carrier, you are responsible for the parcel until it reaches us (loss, damage, delays). Please use a registered/trackable service and do not address returns to pick-up points—we cannot collect from there. Contact us for the correct return address before sending.

For the current fee table (by country and number of items), please contact shopdesk@kelly.ski.

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§3 Condition of Returned Items

To be eligible for a refund, items must be:

• Unused, unworn, and in the same condition as received (no marks, stains, odors, or alterations).
• Returned with all original tags, labels, accessories, and packaging (dust bags, hangers, branded boxes, tissue, etc.).
• Placed inside a protective outer carton to avoid damage to the original packaging.

If original branded packaging is missing or damaged, we may deduct a reconditioning fee from the refund.

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§4 How to Start a Return

1. Request a label: Complete our digital return form (link on your order page) or email shopdesk@kelly.ski.
2. Pack: Place the item(s) with original tags/packaging inside an outer box and seal securely.
3. Ship: Use the pre-paid label (recommended) or your own registered carrier. Keep your receipt and tracking number.

If you use your own carrier, email us first for the correct return address.

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§5 Refunds

• Refunds are issued to the original payment method once the return is received, inspected, and approved.
• We aim to process refunds within 14 days after we receive your return.
• During sale or peak periods, processing may take longer.
• If you paid via Klarna or similar services, please mark the return in your Klarna app to avoid reminder fees (we cannot refund any late or reminder fees charged by payment providers).
• For orders returned from outside the EU: any customs, import duties, or taxes paid are not refundable by KELLY.
• Refunds are made in the same currency and amount we received; we are not responsible for exchange-rate differences.

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§6 Declined / Uncollected Parcels

Parcels that are not collected or refused at delivery will be registered as Not Picked Up. In such cases, we charge a handling fee of €30 (covers extra processing and return handling) in addition to the outbound shipping (if applicable) and return shipping fee.

If you change your mind after dispatch, please still collect the parcel and then return it following the instructions above to avoid extra charges.

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§7 Faulty or Damaged Items

If you believe your item is faulty or damaged, please contact us before sending it back:

• Email shopdesk@kelly.ski with your order number, a brief description, and clear photos of the issue.
• Our customer service will review your claim and confirm next steps. Unauthorised returns cannot be processed.
• If your claim is approved, we will (subject to stock) replace the item or refund you. For approved faults or our error, we will cover the return cost (no return fee is deducted).

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§8 Exclusions & Notes

• We cannot accept returns of used, worn, or soiled items.
• Hygiene-sensitive categories (e.g., face masks, certain accessories) may be non-returnable where indicated on the product page.
• Please ensure all components of the item are included (belts, removable trims, spare buttons, tags).

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§9 Dispute Resolution & Governing Law

In case of disputes, German law applies. This does not affect any mandatory consumer rights that apply in your country of residence within the EU.

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