KÍLÉNTÀR Sales, Returns & Refunds Policy

At KÍLÉNTÀR, 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 KÍLÉNTÀR, 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 15 days of delivery through our official Return Center.
• Customers are responsible for arranging and paying for the cost of return shipping, except in the case of defective or incorrect items (see Section 4).
• All returns must be shipped via DHL or FedEx with valid tracking information provided to KÍLÉNTÀR. Returns sent without tracking or via unapproved couriers 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 5–7 business days of receiving and approving the return.
• Store credit is valid for 12 months and can only be used on www.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.
• Customers are encouraged to review our size chart and email hello@kilentar.com with measurements for fit support prior to ordering.

4. Defective, Damaged, or Incorrect Items

• If you receive a defective, damaged, or incorrect item, you must notify us within 15 days of delivery by emailing hello@kilentar.com with clear photos or a short video.
• Once verified by our quality control team:
• KÍLÉNTÀR will cover the cost of return shipping.
• KÍLÉNTÀR will cover the cost of shipping for the replacement item.
• KÍLÉNTÀR will cover any secondary customs duties, tariffs, or import taxes applied to the replacement order.
• If the same item is no longer available, KÍLÉNTÀR 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:

• Sample sale, promotional, or discounted items
• Swimwear
• Made-to-measure/customised garments (including those made to customer-provided measurements)
• 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, customs clearance, and duties on return shipments.
• Defective/incorrect items: KÍLÉNTÀR assumes full responsibility for shipping costs (return + replacement) and any associated customs duties or tariffs for the replacement.
• KÍLÉNTÀR 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

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

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