Return & Refund

We want you to have a smooth and satisfactory shopping experience with Keltve. If you are not completely satisfied with your purchase, please review the return and refund conditions below.

1. Return Eligibility

We accept eligible return requests within 30 days from the date of delivery.

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition as received.
  • The item must be returned in its original packaging, including applicable accessories.
  • Proof of purchase, such as your order number or receipt, is required.
  • The return request must be submitted within the applicable 30-day return period.

Items that do not meet these conditions may not be eligible for a refund.

2. Non-Returnable Items

The following items are generally not eligible for return:

  • Gift cards
  • Personalized or customized items
  • Final sale or clearance items
  • Items specifically marked as non-returnable on the product page

If a product has specific return restrictions, those restrictions will be stated on the relevant product page or at the time of purchase.

3. Return Process

To request a return, please contact our customer service team at:

Email: service@keltve.com

Please include the following information:

  • Order number
  • Reason for the return
  • Photos of the item, if it is defective, damaged, or incorrect

Please wait for return instructions and confirmation before sending your package back.

Return Shipping Address

Hangzhou Chuanliu Tiaodong Technology Co., Ltd.

Room B304, Unit 201, Building 1, Yangliujun Garden District 1, Shangcheng District, Hangzhou City, Zhejiang Province, China

Postal Code: 310000

Please do not send a return to the address above until our customer service team has confirmed the return and provided the applicable return instructions.

4. Return Shipping

  • Customers are generally responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
  • Original shipping fees are generally non-refundable unless otherwise required by applicable law or specifically stated in our return instructions.
  • We recommend using a trackable shipping service when returning an item.
  • Keltve is not responsible for returned packages that are lost or damaged during transit when a trackable shipping method is not used.

5. Refunds

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.

If your return is approved:

  • The refund will be processed within 5–10 business days.
  • The refund will be issued to the original payment method used for the purchase.
  • The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.

If a returned item does not meet the applicable return requirements, we may decline the refund or contact you regarding the available options.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please email service@keltve.com and provide:

  • Your order number
  • A description of the issue
  • Clear photos of the item and, where applicable, its packaging

We will review the information and provide instructions for the next steps.

For damaged, defective, or incorrect items confirmed by our customer service team, we will work with you to determine an appropriate resolution in accordance with applicable laws and our return procedures.

7. Contact Information

If you have any questions about returns or refunds, please contact our customer service team:

Email: service@keltve.com

Phone: +1 205-350-6188

Customer Service Hours: 24 hours a day, 7 days a week

We are happy to assist you with return requests, refund questions, damaged or incorrect items, and other order-related concerns.

Thank you for shopping with Keltve.