Refund policy
Return & Refund Policy
Last updated: July 3, 2026
This Return & Refund Policy explains the comprehensive consumer rights, eligibility rules, and structured steps available to Kexle customers after delivery. These pages are written to remove uncertainty, define our store's explicit financial responsibilities, and show customers exactly what to expect at each step. We accept returns for both defective and non-defective products within our target market of Singapore, and we welcome exchanges whenever the requested replacement inventory is available. All transactions, credits, and refund evaluations are valued and processed strictly in United States Dollars (USD).
1. 30-Day Return Window
We provide a comprehensive 30-day return policy. This means you have exactly 30 calendar days after the courier timestamp marks your item as "Delivered" to formally submit a return request. Requests transmitted after this 30-day window has expired will be declined unless required under applicable statutory consumer protection frameworks.
2. Return Condition & Product Eligibility
To qualify for a full credit restoration, the product's condition upon return must be New Only. The sports towel must remain in the exact identical condition that you received it: completely unworn, unwashed, free of any stains or scents, with all commercial brand tags securely attached, and encased in its original protective packaging. You must also supply the original checkout confirmation email or a valid receipt linked to kexle.shop.
Returns impacted by consumer misuse, improper laundering, unauthorized physical alterations, or normal long-term wear-and-tear will be declined. To preserve hygiene standards for all clients, towels that have been taken to active workouts or exposed to body sweat are strictly ineligible for standard return.
3. Structured Return Process
All return processes are managed systematically via email to ensure that all authorization records, shipping documents, and inspectable evidence are maintained within a single transparent thread. Please follow this sequence:
- Step 1: Contact our team at support@kexle.shop to state your order number, checkout email, and specific item reason. For incorrect, damaged, or defective products upon delivery, you must attach clear close-up photos of the product and the outer logistics packaging.
- Step 2: Upon verification, our customer care division will issue a digital Prepaid Return Shipping Label via email along with detailed drop-off logistics instructions. Do not mail parcels back without explicit store authorization.
- Step 3: Print your prepaid label, attach it to the original package, and deliver it to the designated carrier node in Singapore.
4. Return Shipping Fees & Restocking Policy
- Return Shipping Costs: 100% Free. Whether the return is due to a product defect (damaged/incorrect items) or a customer change of mind (non-defective products), Kexle provides a fully prepaid return label. Consumers bear 0 USD in return shipping fees.
- Authorized Return Destination: Approved cross-border returns are routed securely back to our corporate facility at: 58 SPORING AVE KINGS LANGLEY, 2147 Australia. The provided return label is fully prepaid for international routing; no postal charges will be demanded from the customer at the Singapore drop-off center.
- Restocking Fee: Exactly 0 USD. No restocking, handling, or administration fees will ever be charged to the consumer for returning an eligible product.
5. Sports Towel Technical Condition Review
Returned Kexle fitness products undergo careful physical inspection. We audit the microfiber pile, ribbed knit textures, border perimeter stitching, integrated hanging loops, storage pouch ventilation components, and overall cleanliness. Items will be immediately disqualified from new-only status if they exhibit sweat indicators, external odors, laundry detergent fragrances, sunscreen compounds, cosmetics transfer, lint accumulation, pet hair, pulled threads, or missing structural pouch pieces, unless such defects are verified transit damages reported at delivery.
6. Refund Disbursal Timeframe
We will transmit an automated email notification the moment your return parcel is received and inspected at our fulfillment hub. If your return meets all eligibility benchmarks, a 100% full refund will be initiated immediately. The funds will be automatically credited back to your original payment gateway (Shopify Payments, authorized Credit Card, or alternative checkout method) within 10 business days. Please note that exact posting dates onto your statement balance sheet depend on your local bank or credit card issuing institution's standard handling speed.
7. Exchanges & Cancellations
Exchanges are processed exclusively if the product satisfies the general return benchmarks and the requested color or model variation remains available in our inventory. If a suitable replacement item is out of stock, the transaction will automatically resolve as a full refund. Order cancellation requests must be received within 12 hours of purchase and can only be executed before the package moves into the processing or shipping carrier phase.
8. Contact Information
For direct support regarding returns, refund tracking, or exchange inquiries, reach out to our team during our active hours:
- Parent Legal Entity: BOBECO LIGHTING PTY LIMITED (ACN: 055 393 069)
- Corporate Business Address: 58 SPORING AVE KINGS LANGLEY, 2147 Australia
- Customer Support Email: support@kexle.shop
- Business Phone Number: +61468246812
- Support Hours: Monday - Saturday: 9:00 AM - 5:00 PM (SGT - Singapore Time / GMT+8)