Refund and Returns Policy
Cancellation
We aim to despatch all in-stock items within 1 business day of the order being placed. If you wish to cancel your order, you must notify us the same working day.
We will make every effort to cancel your order in time, but cancellation is not guaranteed once an item is being processed for despatch.
For out-of-stock items, cancellation is possible any time prior to restocking and fulfillment.
If your order has already been despatched at the time we receive your cancellation request, you will need to follow the returns process outlined below. Please note: we do not cover return postage costs for cancelled orders.
Warranty -WHEREVER THE PRODUCT WAS PURCHASED IN THE UK.
You may return your KEIS product if it is damaged or faulty and you have the proof of purchase. If this is the case, it will fall within our warranty policy outlined below:
LIFETIME WARRANTY on all heating elements. (Purchased on or after September 2014)
- 2-Year warranty on the garment itself
- 2-Year warranty on KEIS accessories.
- 180-Day warranty on KEIS portable battery packs.
- 2-Year warranty on all other materials.
Please note: Due to the nature of electronic devices, the replacement of internal fuses caused by the garment being plugged into a faulty connection, power supply, or another garment (whether KEIS Apparel or another brand) may not be covered under the warranty policy.
For all Warranty Returns, if your product falls under the above guidelines the return needs to be submitted through our RMA Portal:
1) If you don’t already have an account, create one (top left of the page)
2) Fill in:
ORDER REFERENCE
PRODUCT
REASON FOR RETURN
PREFERRED RESOLUTION (Refund or Exchange)
3) Add any relevant notes
4) Click I am done adding product(s), confirm your details, and click Submit RMA Request
You will receive an RMA number from our Returns Team—please clearly label your parcel with this number to avoid processing delays.
You can always contact us for any return question at hello@keisapparel.com.
Postage Reimbursement
We will reimburse the cost of returning an item only if it is:
- Faulty
- Damaged on receipt
- Incorrectly supplied due to an internal error
- Covered by an approved warranty claim
- Sent back to Royal Mail 2nd Class Signed for
In these cases, we may ask you to provide (a) an image of your postage receipt and (b) the bank details to which the refund should be made. Reimbursement is processed directly to your account once the return is verified.
Returns Policy
We only accept returns that meet all of the following conditions:
- The item was ordered directly from the KEIS Apparel website and delivered to a UK address
- The return request is made within 30 days of receipt, with proof of purchase
- The item is unused, unworn, and in the same condition as when received
- The item is returned in its original packaging, with all tags attached
- All components are included, and the item is in a resale-able condition
All returns are subject to inspection. If your return does not meet the above criteria, it will be sent back to you at your expense. Until your return is approved, the item remains your responsibility.
We cannot accept returns on sale items or gift cards.
Not sure which size will fit?
No problem. If you’re unsure about sizing, you can order multiple sizes and return the ones that don’t fit using our free UK return service (Collect+) within 30 days. We’ll issue a refund for the returned items.
How to Return or Exchange
To start a return or exchange, visit our UK Returns Portal:
Once your return is confirmed, package your item securely, include your Returns Number, and send it to:
KEIS APPAREL – Warranty and Returns
c/o Motohaus Powersports Ltd
Osborn Way
Hook
Hampshire
RG27 9UT
United Kingdom
For help or questions, contact us at hello@keisapparel.com
Refunds
Refunds are processed once your cancellation has been confirmed or your return has been inspected and accepted.
Funds will be returned to the original payment method within 5–10 business days from the date we process your refund.