Refund policy
Refund & Returns Policy
We want you to feel confident buying from Keelson. If something isn't right, here's how we'll fix it.
Wrong size? We'll swap it.
If your Keelson briefs don't fit, contact us within 30 days of delivery and we'll exchange them for a different size. Items must be unworn and unwashed, with the original packaging. For hygiene reasons, please try them on over your existing underwear.
Changed your mind?
We accept change-of-mind returns within 30 days of delivery, provided the item is unworn, unwashed and in its original packaging. Once we receive and check the return, we'll refund the price of the item to your original payment method. Original shipping costs and return postage are not refunded for change-of-mind returns.
For hygiene reasons, we can't accept change-of-mind returns or size exchanges on underwear that has been worn or washed.
Faulty, damaged or wrong item?
If your order arrives damaged, faulty, or isn't what you ordered, contact us within 30 days of delivery with your order number and a photo of the issue. We'll send a replacement or give you a full refund, including any postage costs, whichever you prefer.
How to start a return or exchange
- Email us at keelsonsupport@gmail.com with your order number and the reason for your return.
- We'll reply within 1–2 business days with instructions.
Refund timing
Approved refunds are processed within 5 business days of receiving your return. Depending on your bank, it may take a further 3–10 business days to appear in your account.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Questions?
Contact us anytime at keelsonsupport@gmail.com We're a small Australian brand and we read every message.