Refund policy
Free 30-day returns and exchanges (UK)
If you bought directly from keisapparel.com and your order was delivered to Mainland UK, the first return on each order is free when you start it within 30 days of delivery. Order several sizes and send back the ones that do not fit, all in that one return. Any later return on the same order is paid for by you. A new order gets its own free first return.
Enter your order number and the email address you used to order, choose the item(s) and tell us what you need. We'll email you a returns number once we've reviewed it, and a free returns label for Mainland UK addresses. Please label your parcel clearly with that number.
Warranty claims, repairs and returns after 30 days
For a warranty claim, a repair, or any return outside 30 days (including orders from outside the UK), start here instead:
Enter your order number and the email address you used to order, choose the item(s) and tell us what you need. For a warranty claim or repair, add a clear description of the fault and photos. Please do not send anything back until you have your returns number.
Return conditions
We accept returns that meet all of the following:
- Ordered directly from the KEIS website
- Requested within 30 days of delivery
- Unused and unworn, and in resaleable condition
- In the original packaging with tags attached
- All components included
Sale items and gift cards cannot be returned. Returns are inspected on arrival. If an item does not meet these conditions, it will be sent back to you at your cost. Until your return is approved, the item remains your responsibility.
Warranty
- Heating elements: lifetime (bought on or after September 2014)
- Garments and accessories: 2 years
- Portable battery packs: 180 days
- All other materials: 2 years
KEIS warranty applies wherever the product was bought in the UK. Replacing internal fuses because the garment was plugged into a faulty connection, power supply or another garment may not be covered.
Return postage
The first return on each Mainland UK order, started within 30 days, uses the free label above. Otherwise you pay return postage, and we do not cover return postage for orders outside Mainland UK. We reimburse postage only where the item is faulty, damaged on receipt, sent in error by us, or covered by an approved warranty claim. To qualify, send it Royal Mail 2nd Class Signed For and keep your postage receipt. We will ask for a photo of the receipt and your bank details.
Refunds
Refunds go to your original payment method within 5–10 working days of us processing them, once your cancellation is confirmed or your return has been inspected and accepted.
EU 14-day cooling-off period
If your order was shipped into the EU, you may cancel or return it within 14 days of delivery, for any reason. Items must be unused, unworn, with tags, in the original packaging and with proof of purchase. Start your return on the Returns Portal.
Cancelling an order
We aim to despatch in-stock items within 1 working day. To cancel, email us the same working day. We will do our best, but cancellation is not guaranteed once processing has started. Out-of-stock items can be cancelled any time before they are restocked and fulfilled. If your order has already been despatched, use the returns process above. We do not cover return postage for cancelled orders.
Questions and returns address
For any returns question, email hello@keisapparel.com. Once you have your returns number, send your parcel to:
Motohaus Powersports Limited
Unit 1a Rose Estate
Osborn Way
Hook
RG27 9UT
United Kingdom