Refund policy

KELOO Warranty & Returns Policy
This policy explains how warranty claims and returns are handled for machines and
ingredients purchased from KELOO.
By purchasing from KELOO, customers agree to the terms outlined below.
Machine Warranty Coverage
For all machines purchased in 2026, the manufacturer’s warranty is valid for 2 years
from the date of purchase.
This warranty covers manufacturing defects and mechanical or electrical faults that
occur under normal, intended use.
What Voids the Warranty
The warranty will be void if any of the following apply:
• The machine is damaged due to external impact or physical damage
• The machine has been misused or operated incorrectly
• The machine has been modified, opened, or repaired by unauthorised
persons
• Damage is caused by incorrect installation, incorrect power supply, or improper
maintenance
In these cases, repairs or replacements will not be covered under warranty and may be
chargeable.
Warranty Claim Process
If a machine develops a fault during the warranty period, KELOO will follow this process:
1. Repair First
We will first attempt to repair the customer’s original machine.
2. Refurbished Replacement
If the machine cannot be repaired, it will be replaced with a refurbished unit of
equal or better performance.
3. New Replacement
If a refurbished unit is not available, a new machine will be provided.
4. Refund (Last Resort)
If repair, refurbished replacement, and new replacement are all not possible, a
full refund will be issued.
This staged process ensures the fastest and most practical resolution while keeping
costs fair for both sides.
Returns & Shipping Responsibilities (Machines)
• Customers are responsible for secure and proper packaging when returning
machines.
• Machines must be packed to prevent movement, impact, and moisture during
transit.
• KELOO is not responsible for damage caused during return shipping if
packaging is inadequate.
Return Shipping Costs
• The customer is responsible for return shipping costs to KELOO.
• However, KELOO is happy to assist customers in finding the most costeffective and suitable courier option if needed.
Return Form & Resolution Time
• Before returning any machine, customers must complete the Return & Warranty
Form available on our website.
• Once the form is submitted and the machine is received, we aim to resolve the
issue within 14 days (repair, replacement, or refund decision).
Resolution time may vary slightly depending on parts availability and diagnostic
requirements, but we always aim for the fastest possible turnaround.
Change-of-Mind Returns (Machines)
If a customer changes their mind after purchasing a machine and no longer wants it:
• The machine must be returned within 14 days of the purchase date
• The machine must be:
o Unused
o In original condition
o In original packaging with all accessories
Once received and inspected, a refund will be issued.
Shipping costs for change-of-mind returns are the responsibility of the customer.
If the machine shows signs of use or damage, the return may be refused, or a deduction
may be applied.
Ingredients & Consumable Products
For ingredients and consumable products purchased from KELOO:
• It is our responsibility to ensure products reach the customer safely and in
good condition.
• If items arrive damaged or incorrect, customers must notify us immediately.
No Returns on Ingredients
Due to food safety and hygiene regulations, we do not accept returns on ingredients
under any circumstances, including:
• Change of mind
• Overstocking
• Taste preference
• Opened or unopened products
This policy protects all customers and complies with food safety standards.
Need Help?
If you have any questions about warranty or return, our team is always happy to help
and guide you through the process.
Please contact KELOO support or complete the return form on our website to begin a
claim.
WWW.KELOO.CO.UK
0121 769 3436
109 New Rd, Rubery, Birmingham B45 9JR