Return & Exchange Policy
Return & Exchange Policy
At Ketano, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer returns and exchanges in accordance with the policy outlined below.
Return & Exchange Period
We accept returns and exchanges within 7 days of delivery. To be eligible for a return or exchange, items must be:
- Unused and in the same condition as received
- In original packaging with all tags attached
- Accompanied by proof of purchase (order confirmation or receipt)
Non-Returnable Items
The following items cannot be returned or exchanged:
- Items without original tags or packaging
- Used, worn, or damaged items
- Items marked as final sale or clearance
- Personalized or custom-made products
How to Initiate a Return or Exchange
To start a return or exchange, please contact us within 7 days of receiving your order:
Phone: +971 54 996 4242
Email: support@ketano.co
Please provide your order number, the item(s) you wish to return or exchange, and the reason for your request. Our customer service team will guide you through the process and provide you with return instructions.
Refund Process
Once we receive and inspect your returned item, we will process your refund within 7–14 business days. Refunds will be issued to the original payment method used for the purchase.
Please note:
- Refunds will reflect the amount paid for the product(s) only
- Original shipping fees are non-refundable
- Return shipping costs are the responsibility of the customer unless the return is due to our error
- Depending on your bank or payment provider, it may take additional time for the refund to appear in your account
Exchanges
If you would like to exchange an item for a different size, color, or product, please contact us using the details above. We will arrange the exchange subject to product availability. If the replacement item has a different price, we will either refund the difference or request additional payment.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at support@ketano.co or call +971 54 996 4242. We will arrange for a replacement or full refund, including any shipping costs, at no additional charge to you.
Shipping Fees
Please note that original shipping fees are non-refundable. Customers are responsible for return shipping costs unless the return is due to an error on our part or a defective product.
Contact Us
If you have any questions about our Return & Exchange Policy, please don't hesitate to reach out:
Phone: +971 54 996 4242
Email: support@ketano.co
Last updated: October 2025