Refund policy
Refund Policy
Last updated: 2026-04-29
We want you to love your Ketelier piece. If a piece arrives and it's not right for your space, here's how returns and refunds work — and where they don't apply.
We've built this policy to be fair on both sides: generous on returns where we can be, honest about exceptions where we have to be (handmade and custom work doesn't lend itself to restocking).
1. Quick Summary
| You can | We accept |
|---|---|
| Return most pieces within 30 days of delivery | Items in original condition, unused, with maker tag attached |
| Get a full refund (minus original shipping) | After we receive and inspect the returned piece |
| Get a replacement instead of refund | If you prefer — same SKU, contingent on artisan availability |
| You cannot | We do not accept |
|---|---|
| Return custom or personalized pieces | Items where artisan worked to your bespoke spec |
| Return pieces that show wear or damage from use | Cleaned, hung outdoors, exposed to direct sunlight, etc. |
| Get a refund for the original shipping | Unless the issue was on our side (defective, wrong piece, lost in transit) |
2. The 30-Day Return Window
You have 30 calendar days from the delivery date (per carrier tracking) to start a return. After 30 days, we generally cannot offer a refund or exchange — because handmade pieces don't have the resale path that mass-produced inventory does.
To start a return, email hello@ketelier.com with:
- Your order number
- A short note on why you're returning
- A photo if the piece arrived defective or wrong
We'll respond within 24-48 business hours with return instructions and a return mailing address.
3. What's Eligible
A return is eligible when all of the following are true:
- ✅ The piece is from a standard collection (not custom or personalized)
- ✅ It's in the same condition we shipped it in
- ✅ The maker tag is still attached
- ✅ The original packaging is included where reasonably possible
- ✅ You email us within 30 days of delivery
If something's off, we'll discuss case by case — write to us before assuming we won't help.
4. What's Not Eligible
| Category | Why |
|---|---|
| Custom or personalized pieces | Made specifically to your spec — can't be resold |
| Pieces that show wear | Hung, soiled, washed, sun-faded, or damaged from handling |
| Items beyond 30 days | We can't predict resale, and the artisan's been paid |
| Maker tag removed | Tag is part of the piece's authenticity proof |
| Final sale items | Marked clearly on the product page |
5. The Refund Process
- You email us at hello@ketelier.com within 30 days of delivery with your order info.
- We confirm eligibility and send return instructions plus our return address.
- You ship the piece back at your cost (see §6 for exceptions). We recommend trackable shipping; we cannot refund pieces that are lost on the return journey.
- We inspect within 3-5 business days of receiving the package.
- We refund to your original payment method within 5-10 business days of inspection. The refund covers the piece price; original outbound shipping is not refunded for non-defective returns.
You'll get an email at each step so you know where things stand.
6. When We Pay for Return Shipping
For non-defective returns where you simply changed your mind, you cover return shipping. For these cases, we cover it:
- The piece arrived damaged in transit (photo evidence within 48 hours of delivery)
- We shipped you the wrong item or wrong variant
- The piece has a manufacturing defect that's not consistent with normal handmade variation
- The piece was lost in transit entirely (per our Shipping Policy §7)
In those cases, email us first — we'll either send a prepaid return label or refund without requiring the return.
7. Defective vs. Handmade Variation
Handmade macramé carries variation by design — slight differences in knot tension, cord shade, fringe length, or finish. Those variations aren't defects. They're proof of the maker's hand, and they're celebrated in our brand.
A defect looks like: a knot that's coming undone, a structural failure, missing components, hardware that won't hold. If you're unsure whether what you're seeing is a defect or a variation, send us a photo and we'll tell you straight.
8. Damaged in Transit
If your piece arrives with carrier damage:
- Photograph the outer packaging and the piece within 48 hours of delivery
- Email hello@ketelier.com with the photos and your order number
- We'll either send a replacement at no cost, refund in full, or arrange repair — your choice
Don't discard the damaged packaging until we confirm next steps; carriers sometimes need to inspect.
9. Exchanges
We don't offer instant exchanges (because each piece is made-to-order). The cleanest path is: return your current piece for a refund, then place a new order for the size or style you want. That way the artisan can start your new piece without having to wait on the return cycle.
10. Order Cancellations Before Production
If you change your mind, email hello@ketelier.com within 24 hours of order confirmation. If production hasn't started, we'll cancel and refund in full (including shipping). After production begins, cancellation is treated as a return under this policy.
11. Refund Method
Refunds go back to the original payment method. Card refunds typically appear in 3-7 business days after we issue the refund, depending on your bank. PayPal refunds typically appear within 24-48 hours.
If your card has expired or been replaced, your bank usually routes the refund to the new card automatically. If they don't, contact your bank first; if they confirm they can't accept the refund, email us and we'll work out an alternative.
12. Contact
Returns, refunds, anything ambiguous — write to hello@ketelier.com. We're a small team and we respond within 24-48 business hours.
Last updated: 2026-04-29 | Returns questions? hello@ketelier.com