Return and exchange

Return and exchange

1. Damaged goods or mistake in the order?

If ever you receive products you did not order or if the products are damaged when received, please contact Ketto within 30 days of purchasing your order at [email protected], or dial 418-522-2264. Ketto will send you a prepaid return envelope, which you can use to send us your return order. Upon reception of your return, Ketto will proceed with a refund or exchange of the merchandise as per your instructions.

2. Changed your mind?

If you simply have a change of heart when you receive your order and wish to exchange it or be refunded in whole or in part, you need to contact us first within 30 days of purchasing your order and you can send us the merchandise at your own expense, in its original package with labels, and we will proceed with the refund or exchange. Please note that the initial shipping fees won’t be refunded. If the initial shipping was free, a basic fee of 12$ plus taxes might be subtracted from the credit amount. For more information on this policy, contact us at: [email protected], or dial 418-522-2264.

3. Defective products? Guarantee-Quality-Service

All our products are guaranteed agains defects in material and workmanship, for a duration of 1 year following the purchase, 6 months for the lunch bags. A proof of purchase will be necessary for any product that is on the market for a longer period than its warranty. Products in final sale are no longer covered by the warranty. If you are not fully satisfied with the quality, please contact us by e-mail at [email protected], or dial 418-522-2264.