Returns & Refunds
1. Return Eligibility
We accept returns within 30 days of receiving your order, provided that:
- The item is unused, unworn, and in its original condition (including all tags and packaging)
- Proof of purchase (receipt or order confirmation) is provided
- The item is not a final sale item, gift card, or custom order
- A return request has been submitted and approved prior to sending the item back
Returns sent without prior approval may be refused.
2. How to Request a Return
To initiate a return, please submit a return request through your order page.
👉 Start your return here:
https://ketodancewear.com/account/orders
Alternatively, you can access your order via the link in your order confirmation email.
If you’re unable to locate your order or have any trouble submitting your request, please contact us - we’re happy to assist.
Please include:
- Your order number
- The item(s) you wish to return
- The reason for your return
- Any supporting details or photos (if applicable)
Once your request has been submitted, we’ll review it and provide further instructions if approved.
We aim to respond as soon as possible. Requests submitted during weekends, public holidays, or closure periods will be processed once we return.
Approved returns must be shipped within 7 days of approval and include a valid tracking number.
Please include your order number inside your return parcel.
Returns must be requested and approved before being sent back. Returns sent without prior approval may be refused and returned to sender.
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
3. Exchanges
We do not process direct exchanges.
If you would like a different size or style:
- Submit a return request as outlined above
- Place a new order for your preferred item
If you need help selecting the right size or style, feel free to reach out - we’re happy to assist.
4. Refunds
Once we receive and inspect your return, we will notify you if the refund is approved.
- Approved refunds are processed within 10 business days to your original payment method
- Refunds are issued in the same currency as the original purchase
- Refunds are only issued once returned items have been received and inspected. We do not issue refunds prior to receiving the returned item
If more than 15 business days have passed since approval and you have not received your refund, please contact us.
5. Faulty or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible with:
- Your order number
- Photos of the issue
- A brief description
We will assess the issue and provide a repair, replacement, or refund as appropriate.
Return shipping will be covered in these cases.
6. Non-Returnable Items
The following items are not eligible for return:
- Sale items (unless faulty)
- Gift cards
- Custom or personalised items
- Undergarments (for hygiene reasons)
7. International Returns
- International returns must be sent within 30 days of receiving your order
- Customers are responsible for return shipping costs and any applicable duties or taxes
- A valid tracking number must be provided for all returns
8. European Union – 14 Day Cooling Off Period
If your order is shipped to the European Union, you may return your order within 14 days for any reason.
Items must be unworn and returned in original condition with all tags and packaging intact.
9. Chargebacks & Dispute Resolution
We are committed to resolving any issues as quickly and fairly as possible.
By placing an order with us, you agree to contact us directly and allow a reasonable timeframe for response before initiating a chargeback or payment dispute.
Refunds are only processed once returned items are received and assessed in accordance with this policy.
Initiating a chargeback or payment dispute without returning the item may result in the recovery of goods or further action.
We reserve the right to dispute any chargeback where our returns process has not been followed.
If you have any questions at all, feel free to reach out - we’re always happy to help.