At Kelme USA, we stand behind the quality of our authentic soccer gear and athletic apparel. If you are not completely satisfied with your purchase, our streamlined returns and exchange process is designed to ensure a smooth, transparent experience.

1. General Return Guidelines & Eligibility

To qualify for a return or exchange, all items must meet the following criteria:

Timeframe: Return or exchange requests must be initiated within 15 days of delivery.

Condition: Items must be unused, unworn, unwashed, and in their original packaging with all tags intact. Proof of purchase (order confirmation or receipt) is required.

Exceptions: Final sale items, customized apparel (e.g., custom names/numbers), hygiene-related products, and World Cup Jerseys are not eligible for returns or exchanges.

Note: We reserve the right to decline returns or exchanges that do not meet these conditions.

2. Exchanges (One-Time Free Exchange)

We want to ensure you get the perfect fit for your game.

First Exchange Free: We offer a one-time complimentary exchange for size or color on the same item (or an item of equal value) at no extra charge.

Upgrades: If exchanging for an item of higher value, you will only be responsible for paying the price difference.

Process: Once your request is approved, we will send you a prepaid shipping label via email. The replacement item will be dispatched after we receive and inspect your original purchase.

3. Refund Process & Shipping Cost Deduction

If you prefer a monetary refund rather than an exchange:

Return Shipping Fee: If your order was already shipped, the cost of return shipping—typically $10.00 to $15.00 USD depending on location and weight—will be deducted from your final refund total.

Receipt Requirement: Refunds are processed only after our warehouse team physically receives and inspects the returned item.

Processing Time: Once received and verified, refunds are issued to your original payment method within 1–3 business days (excluding weekends and U.S. federal holidays). Please allow additional processing time for your bank or card issuer to reflect the credit.

Direct Support First: If you encounter any delivery or product issues, please contact our support team directly before initiating a chargeback. We are committed to resolving matters swiftly.

4. Communication & Status Updates

We believe in complete transparency throughout the process.

Our support team will communicate with you via email at every step of your return or exchange journey—from authorization to package receipt and final refund/exchange confirmation.

We kindly ask for your patience as carrier transit and warehouse inspection times can vary.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

Notify our team within 2 days of delivery.

Provide clear photos or video proof of the issue.

Upon verification, we will issue a replacement at zero additional cost or provide a full refund (including shipping fees) if a replacement is out of stock.

6. Bulk, Team & Group Orders

To maintain competitive pricing for clubs and teams, special terms apply to bulk orders:

Custom Products: Items customized with player names, team numbers, or custom branding are final sale and non-refundable.

Standard Bulk Items: We offer exchanges for sizing on non-customized team items (provided they are unworn with original tags).

Final Sale: Once a bulk order is fulfilled, full monetary refunds are not permitted unless the items are confirmed defective upon arrival.

7. How to Initiate a Return or Exchange

All returns and exchanges must be pre-authorized by our team before shipping back. Items returned without prior approval cannot be processed.

Contact Us:

Email: info@kelme.store

Phone: +1 (443) 678-9454

Provide Details:

Order Number

Reason for return or exchange (including desired new size/color, if applicable)

Supporting photos/videos (required for damaged or defective items)

Thank you for choosing Kelme.store USA—where high-performance athletic wear meets dedicated customer care.