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Returns & Refunds Policy

At By Kes, we take great pride in our handcrafted products and want you to love every purchase. If for any reason you are not completely satisfied with your order, please review our return and refund policy below.

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1. Returns & Exchanges

We gladly accept returns or exchanges under the following conditions:

  • Items must be unused, in their original condition, and in original packaging.

  • A return request must be made within 7 days of receiving your order.

  • Personalized or custom-made items cannot be returned unless defective.

  • Due to hygiene reasons, we cannot accept returns on soaps, wax melts, bath soaks, or other personal care items unless they arrived damaged or defective.
     

To initiate a return, please email us at madebykes@gmail.com with your invoice number, reason for return along with photographs of the damaged or defective goods.

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2. Damaged or Defective Products

We carefully inspect and package all orders, but if your product arrives damaged or defective:

  • Contact us at madebykes@gmail.com within 48 hours of delivery.

  • Provide a clear photo of the damaged item and packaging.

  • We will either replace the item or offer a refund, depending on availability.
     

3. Refunds

Once we receive and inspect your returned item, we will process your refund:

  • Approved refunds will be issued to the original payment method within 7-10 business days.

  • Shipping fees are non-refundable, unless the return is due to a mistake on our part.

  • If a refund is delayed, please check with your bank or payment provider.
     

4. Exchanges

  • We are happy to exchange an item for another of equal value (subject to stock availability).

  • Exchanges follow the same conditions as returns and return shipping costs are the responsibility of the customer.
     

5. Non-Returnable Items

The following items cannot be returned or refunded:

  • Used or opened products.

  • Sale or clearance items.

  • Custom-made or personalised orders.
     

6. Shipping for Returns

  • Customers are responsible for return shipping costs unless the item is defective.

  • We recommend using a trackable shipping method, as we cannot be held responsible for lost returns.
     

7. Contact Us

For any return inquiries, please contact: madebykes@gmail.com

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