Refund policy
We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us on the live chat or email hello@keosupply.uk. Alternatively you can self-request returns within your customer account portal.
Please note that returns will need to be sent to the following address:
Keo Supply Ltd
Unit 3, 118 - 120 Garratt Lane,
London SW18 4DJ
If your return is accepted, we’ll send you a return confirmation, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The buyer is responsible for the return shipping costs, unless the item is confirmed to be faulty by the seller.
You can always contact us for any further return questions.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products).
Unfortunately, we cannot accept returns on sale items or gift cards.
Nail and Gel polishes
In the UK, nail polishes are generally considered non-returnable if they were not faulty, due to health and hygiene regulations. Once the product has been opened or used, even if the item is unused but unsealed, because it's difficult to guarantee the product hasn't been tampered with.
However, if the nail or gel polish is faulty (e.g., damaged packaging, dried out or unusual consistency), you are entitled to a refund or replacement under the UK's consumer protection laws.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@keosupply.uk