Refund and Returns Policy

At Keteke: The Fashion Train, we want you to be completely satisfied with your purchase. We take pride in the quality and craftsmanship of our items. However, if for any reason you are not happy with your order, we are here to help.

Our 14-Day Return Policy

You have 14 calendar days from the date you receive your item to initiate a return.

To be eligible for a return, your item must meet the following conditions:

It must be unworn, unwashed, and in its original condition.
All original tags and labels must be attached and intact.
It must be in its original packaging.

Proof of purchase (your order number or receipt) is required for all returns.

Non-Returnable Items

For hygiene and other reasons, we cannot accept returns or offer refunds for the following items:

Items marked as “Final Sale” or on clearance

Earrings

Custom-made or personalized items

How to Start a Return

Contact Us: Please email our customer support team at returns@keteke.com.gh within the 14-day return period. In your email, please include:

Your full name

Your order number

The name of the item(s) you wish to return

The reason for the return

Await Approval: Our team will review your request. If your return is approved, we will provide you with a return authorization and detailed instructions on how to send your item back to us. Please do not send items back without receiving authorization first.

Ship Your Item: Securely package the item in its original packaging and send it to the address we provide.

Once we receive your returned item, we will inspect it to ensure it meets our eligibility criteria.

Please note that the original shipping costs are non-refundable.

If your return is approved, we will process your refund to your original method of payment. Please allow up to 7-10 business days for the refund to reflect in your account, depending on your bank or payment provider.

You will be notified via email once your refund has been processed.

Exchanges

We are happy to offer exchanges for a different size or color of the same item, subject to availability. If you wish to make an exchange, please follow the return process outlined above and specify the item you would like in exchange.

Received a Faulty or Incorrect Item?

We sincerely apologize if you have received a damaged, defective, or incorrect item. We do our best to ensure every order is perfect.

Please contact us at contact@ketekehivegh.com within 48 hours of receiving your order. Be sure to include your order number and photos of the faulty or incorrect item. We will arrange for a return and send you a replacement at no additional cost to you. In these specific cases, Keteke will cover the cost of return shipping.

Return Shipping Costs

For standard returns (e.g., the item didn’t fit or you changed your mind), the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged in transit.