Terms of service

Terms of Service

Last updated: 2026-04-29

These terms cover how we work together when you shop with Ketelier — what you can expect from us, and what we ask of you. We've kept the language as plain as we could without losing what matters legally.

By using ketelier.com or buying anything from us, you agree to what's below. If a clause doesn't sit right, please reach out at hello@ketelier.com before you order.

1. Who We Are

Ketelier is a brand operated by Ketelier LLC, a limited liability company organized under the laws of Wyoming, USA. Our registered address is 30 N Gould St, Ste R Sheridan, WY 82801 United States.

When these terms say "we," "us," or "Ketelier," that's who we mean. "You" means you — the person browsing or buying.

2. Eligibility

You need to be at least 18 years old (or the age of majority where you live) to place an order. By checking out, you confirm you meet that age and that the payment method you're using is yours to use.

3. Account (Optional)

You can shop as a guest — no account required. If you do create one, keep your login details safe. You're responsible for what happens under your account, so let us know promptly if you suspect unauthorized access at hello@ketelier.com.

4. Orders, Pricing, and Payment

  • All prices are in US dollars and shown before tax. Applicable sales tax is calculated at checkout based on your shipping address.
  • Placing an order is an offer to buy. We reserve the right to accept or decline that offer — for example, if a piece is unexpectedly out of stock, if there's a clear pricing error, or if we suspect fraud.
  • We charge your payment method when the order is confirmed, not when it ships. This is consistent with how handcrafted, made-to-order pieces work.
  • If we cancel an order on our end, we'll refund you in full and explain why.

5. Shipping and Delivery

Each piece is handcrafted in Vietnam and ships within 7-10 business days of order confirmation. International transit typically adds 7-14 business days.

For full timing, customs/duties handling, and lost-package process, see our Shipping Policy. The terms there are part of these Terms of Service.

6. Returns and Refunds

We accept returns within 30 days of delivery on most pieces. Custom or personalized work, plus pieces that show wear, are not eligible.

Full process and exceptions live in our Refund Policy, which is part of these Terms.

7. Intellectual Property

Ketelier-owned content

Our brand name, logo, photography (lifestyle and product), copy, and the design tokens that make this site feel like ours — all of it is owned by Ketelier or licensed to us. You're welcome to share our pages and product photos socially with credit; please don't reuse our copy or visuals commercially without written permission.

Partner artisan designs

Some of our pieces are produced under written agreements with named artisan partners. Those designs remain the artisan's intellectual property; we sell the physical work under license. We name the maker on every product page and in the maker tag that ships with your piece.

Your content

If you tag us, leave a review with photos, or send us a "share your space" image, you keep ownership. By submitting, you grant us a non-exclusive license to use that content in our marketing (with credit where possible). You can ask us to stop using a specific piece of your content at any time at hello@ketelier.com.

8. AI Imagery Clause

Some lifestyle imagery on this site is created with the help of AI tools to show how our pieces might look in different rooms. These images are tagged with IPTC provenance metadata (DigitalSourceType: TrainedAlgorithmicMedia) so the disclosure travels with the file.

Artisan and product photography is verified authentic — meaning the photo of the actual product you're buying, and the photo of the maker, are real photographs of real people and real pieces.

For the full breakdown, see AI Disclosure Statement.

9. User Conduct

When you use this site, please don't:

  • Try to break, scrape, or reverse-engineer the store
  • Submit false orders, chargeback fraud, or use stolen payment methods
  • Post reviews that are paid, fake, or threatening
  • Harass our team or our artisans

We may suspend access, cancel orders, or report unlawful activity to authorities. We'd rather just sell you a beautiful piece, but we will protect our community.

10. Disclaimers

We work hard to describe each piece accurately, including its handmade variations. Because every piece is knotted by hand, your item may differ slightly from the photographed sample — that variation is the point of handmade, and we celebrate it rather than apologize for it. If a piece arrives meaningfully different from what you ordered, see Returns.

This site and its content are provided "as is." We don't guarantee uninterrupted availability, and we make no warranties beyond what applicable law requires.

11. Limitation of Liability

To the maximum extent permitted by law, Ketelier and Ketelier LLC are not liable for indirect, incidental, special, or consequential damages arising from your use of the site or your purchase. Our total liability for any claim related to a purchase is capped at the amount you paid for the piece in question.

Some states don't allow these limits, so portions of this section may not apply to you.

12. Indemnification

You agree to defend and hold us harmless from claims arising out of your misuse of the site or violation of these Terms. This is standard, but worth saying once.

13. Governing Law and Disputes

These Terms are governed by the laws of the State of Wyoming, USA, without regard to conflict-of-law principles. Any dispute will be brought in the state or federal courts located in Wyoming.

We'd much rather resolve things by email first — try us at hello@ketelier.com. Most issues sort out in a single thread.

14. Changes to These Terms

We may update these Terms occasionally — for example, when we add a new sales channel or when laws change. The "Last updated" date at the top will reflect the most recent version. Material changes will be flagged on the homepage or by email if you've subscribed.

15. Contact

Questions about anything above? Email hello@ketelier.com and we'll get back within 24-48 business hours.

Last updated: 2026-04-29 | Questions? hello@ketelier.com