KÍLÉNTÁR SALES, RETURNS & REFUNDS POLICY

At KÍLÉNTÁR, every garment is made-to-order by our artisans with exceptional care and craftsmanship. Due to the bespoke nature of our work, we ask all customers to carefully review this policy prior to purchase. By placing an order with KÍLÉNTÁR, you agree to the following legally binding terms.

1. Sales Policy
All orders are made-to-order and considered final once placed. Cancellations may only be requested in writing to hello@kilentar.com within 8 hours of purchase. Once production has started - including fabric sourcing, dyeing, cutting, or sewing — cancellations will not be accepted under any circumstance. Prices shown on our website are exclusive of customs duties and import tariffs. Customers are responsible for all applicable duties, tariffs, and import taxes unless otherwise specified.

2. Returns & Store Credit
Refunds are not offered. Any approved return will be issued as store credit only.
Return requests must be submitted within 14 days of confirmed delivery through our official Returns Centre at kilentar.returnscenter.com. Returns requested outside this window will not be accepted. 

To initiate a return, visit kilentar.returnscenter.com, enter your order number and email address, select the item you wish to return, and follow the on-screen steps. Our team will review your request within 1 to 2 business days.

Customers are responsible for the cost of return shipping. A prepaid DHL return label can be requested through the Returns Centre - the label fee will be deducted from your store credit. Alternatively, customers may arrange their own tracked shipping to our return address.

All returns must be sent via a tracked service. Returns sent without valid tracking information will not be processed.

To qualify, returned items must be:

• Unworn, unwashed, and in original condition
• Free from alterations, stains, odour, or damage
• Returned with all original tags and packaging intact

Non-compliant returns will be rejected and returned to the customer at their own expense.

Store credit is issued within 5 to 7 business days of receiving and approving the return. Store credit is valid for 12 months and can only be used at kilentar.com. Sale, promotional, and discounted items are final sale and not eligible for return or store credit.

3. Exchanges & Fit Support
Direct exchanges are not offered. Instead, approved returns are converted into store credit which may be applied towards a new order in a different size. Size exchanges can be requested through the Returns Centre at kilentar.returnscenter.com.

Customers are encouraged to review our size guide at kilentar.com/pages/size-chart and email hello@kilentar.com with their measurements for fit support prior to ordering. We stock sizes UK 4 to UK 24.

4. Defective, Damaged, or Incorrect Items
If you receive a defective, damaged, or incorrect item, you must notify us within 14 days of confirmed delivery by emailing hello@kilentar.com with clear photos or a short video. Once verified by our quality control team:

• KÍLÉNTÁR will cover the cost of return shipping
• KÍLÉNTÁR will cover the cost of shipping for the replacement item 
• KÍLÉNTÁR will cover any secondary customs duties, tariffs, or import taxes applied to the replacement order

If the same item is no longer available, KÍLÉNTÁR reserves the right to issue store credit in place of a replacement.

5. Non-Returnable Items
The following items cannot be returned, exchanged, or refunded:

• Sale, promotional, or discounted items
• Earrings
• Swimwear
• Made-to-measure or customised garments
• Items showing wear, stains, alterations, odour, or damage

6. Shipping & Tariff Responsibility

Original orders: Customers are responsible for shipping fees, customs duties, tariffs, and import taxes in their country.
Returns (customer choice): Customers are responsible for return shipping costs. A prepaid DHL label is available through the Returns Centre at kilentar.returnscenter.com — the label fee will be deducted from store credit.
Defective or incorrect items: KÍLÉNTÁR assumes full responsibility for shipping costs (return and replacement) and any associated customs duties or tariffs for the replacement.
KÍLÉNTÁR is not liable for delays caused by couriers, customs clearance processes, or force majeure events beyond our control.

7. Governing Law & Jurisdiction
This Sales, Returns & Refunds Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or related to purchases, returns, or refunds shall fall under the exclusive jurisdiction of the courts of England and Wales. Nothing in this policy affects your statutory rights under applicable consumer protection laws.

8. Amendments
KÍLÉNTÁR reserves the right to amend or update this Sales, Returns & Refunds Policy at any time. The version published at kilentar.com at the time of your purchase will apply to your order.

Every KÍLÉNTÁR piece reflects artistry and heritage. This policy ensures our craftsmanship is respected while protecting your rights as a valued customer.