Refund policy
Last updated: 30 August 2026
We want you to be happy with your Kels purchase. If something isn't right, we're here to help.
30-Day Returns
Kels offers a 30-day return period, giving you 30 days from receiving your order to request a return.
To request a return, contact us at info@kelsoriginal.com with your order number.
For change-of-mind returns under our 30-day returns policy, products should be returned in their original condition, with all accessories and packaging where reasonably possible.
You are welcome to carefully try on and inspect your sunglasses, just as you would reasonably be able to do in a shop.
We may make an appropriate deduction from a refund if a product has been used, damaged or handled beyond what is reasonably necessary to inspect it and its value has been reduced.
Please contact us before sending your return so we can provide the correct return address and instructions.
Return Postage
For change-of-mind returns, the customer is responsible for the cost of returning the product to Kels.
We recommend using a tracked or recorded delivery service, as the item remains your responsibility until it reaches us.
If your item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where Kels is responsible for the return, we will arrange or reimburse reasonable return postage as appropriate.
UK & EU Cancellation Rights
Our 30-day returns policy is in addition to your statutory consumer rights.
If you purchase online as a consumer in the UK or European Union, you will generally have the right to cancel your order within 14 days of receiving it, without giving a reason.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
To exercise your cancellation right, email info@kelsoriginal.com with a clear statement that you wish to cancel your order. Please include your name and order number where possible.
You can inspect your sunglasses to establish their nature, characteristics and fit. If they have been handled beyond what would reasonably be permitted when examining them in a shop and their value has been reduced, we may be entitled to make an appropriate deduction from your refund.
This section does not limit any other rights you may have under applicable consumer law.
Refunds
Once we receive your return, we will inspect it and process your refund in accordance with this policy and your statutory rights.
Where you exercise a statutory right to cancel, refunds will be made within the legally required timeframe, normally no later than 14 days after we receive the returned goods or evidence that you have sent them back, whichever occurs first where applicable.
The refund will be made to your original payment method, unless otherwise agreed.
Where required by law, we will also refund the cost of our standard outbound delivery service. If you selected a more expensive delivery option, any additional cost above our standard delivery charge may not be refundable.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
If you haven't received an expected refund, contact us at info@kelsoriginal.com.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If your sunglasses are faulty, damaged, not as described or you receive the wrong item, contact us at info@kelsoriginal.com and we'll work to put things right.
Please include your order number and, where helpful, photographs showing the issue.
Your rights in relation to faulty or misdescribed goods are protected by applicable consumer law and are separate from our change-of-mind returns policy.
For UK customers, statutory rights may include a right to reject qualifying faulty goods within the applicable period and rights to repair, replacement, price reduction or refund depending on the circumstances.
For EU customers, applicable consumer protection laws also provide legal protections for faulty or non-conforming goods.
Kels 2-Year Warranty
Kels sunglasses are backed by our 2-year warranty, subject to the applicable warranty terms.
Our warranty is provided in addition to your statutory consumer rights and does not replace or restrict those rights.
If you believe your sunglasses have developed a fault, contact info@kelsoriginal.com with your order number and details of the issue.
Exchanges
If you'd like a different product or variation, please contact us at info@kelsoriginal.com.
Depending on availability, we may be able to arrange an exchange. Alternatively, we may ask you to return your original item for a refund and place a new order for the replacement.
Model Cancellation Form
If you wish to exercise your statutory right to cancel, you may use the wording below, although you do not have to use this form.
To: Kels Original Ltd, info@kelsoriginal.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Name:
Address:
Date:
You can send this information to info@kelsoriginal.com.
Contact Us
If you have any questions about a return, refund, warranty claim or exchange, please contact:
Kels Original Ltd
Email: info@kelsoriginal.com
Please include your order number where possible so we can help you as quickly as possible.
Nothing in this Returns & Refunds Policy affects your statutory consumer rights.