Refund policy

Last updated: September 1, 2026

30-Day Returns

We accept returns on all products within 30 days of delivery. If you change your mind, you can return your order for a refund — here is how it works.

Return eligibility

To be eligible for a change-of-mind return, your item must be unused, in its original condition, and in its original packaging, and you will need your order number. Items that have been used, washed, or damaged after delivery are not eligible for change-of-mind returns (but see "Damaged, defective or incorrect items" below — those are always covered).

How to start a return

Email support@shopkettleback.com with your order number and the reason for the return. We will reply within 1–2 business days with return instructions and the correct return address for your item. Please do not ship anything back before contacting us — return addresses vary by product, and items sent to the wrong address cannot be refunded.

Return shipping

For change-of-mind returns, the customer is responsible for return shipping costs. We do not charge restocking fees. We recommend using a tracked shipping service, as we cannot refund items that are lost in transit to us.

Refunds

Once we receive and inspect your return, we will confirm your refund by email and issue it to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

Damaged, defective or incorrect items

If your order arrives damaged, defective, incorrect, or materially different from what was ordered, contact us at support@shopkettleback.com within 7 days of delivery with your order number and clear photos of the issue. We will make it right at no cost to you with a free replacement or a full refund — your choice where possible. In most cases you will not need to ship the item back; if we do need it back, we will cover the return cost.

Exchanges

We handle exchanges as a return plus a new order: start a return for the item you have, and place a new order for the one you want.

Cancellations

You can cancel an order any time before it ships for a full refund — email us as soon as possible (orders are typically processed within 1–3 business days). If an order is cancelled before fulfillment, or if we are unable to fulfill an order, the refund goes to the original payment method.

Questions

Anything unclear? Email support@shopkettleback.com and we will help.