Refund policy

Returns & Exchanges

How to start a return
Click Returns & Exchanges at the bottom of any page, enter your order number and email, and follow the steps. You’ll get a prepaid return label by email, plus updates along the way.

Return window

  • You have 30 days from the day your order is delivered to start your return and drop it off with USPS.
  • We go by the date USPS first scans your return label, so as long as it’s in the mail by day 30, you’re all set.

Condition

  • Items should be unworn, clean, and in sellable condition, with tags attached.
  • For refunds (card or store credit), a $10 cleaning fee applies to items with excessive dog or cat hair, and a $10 fee applies to items with missing tags. These fees don’t apply to swaps or exchanges.
  • Worn items can’t be accepted. We’ll email you photos and send the item back to you for a $10 return shipping fee. Items not paid for within 30 days will be donated.

Your options

  • Swap for a different size or color: your new item ships as soon as we receive and inspect your return. +$5 store credit bonus.
  • Exchange for a different item: your new item ships as soon as we receive and inspect your return. Pay or get back any price difference. +$5 store credit bonus.
  • Store credit: your full refund as store credit, issued when your return arrives. +$15 store credit bonus.
  • Refund to your original payment method: minus a $9.95 return shipping fee

Return shipping

  • Added Free Exchange Shipping at checkout? Return shipping is free on swaps, exchanges, and store credit.
  • Otherwise, a $9.95 return shipping fee applies to all returns. For refunds and store credit it’s deducted from your refund; for exchanges it’s paid when you submit.
  • Refunds to your card always have the $9.95 return shipping fee, even with Free Exchange Shipping.
  • Original shipping charges are non-refundable.
  • Damaged, defective, or wrong items? We’ll cover return shipping. Please include photos when you start your return.

Refund timing
Refunds are processed after your return arrives. Your bank or payment provider may take additional time:

  • Credit/debit cards: 3–10 business days
  • PayPal: 1–5 business days
  • Shop Pay / Apple Pay / Google Pay: 3–10 business days

Questions? Email support@ketchi.com.