1. OUR RETURNS POLICY
If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This two-week cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) at section 4. If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
2. FAULTY GOODS
In the unlikely event that you receive an item that’s not in perfect condition, send us a message at email@example.com
Please tell us:
Product name and code
Picture of the fault / problem
Description of the fault / problem
Please note, we cannot offer refunds on cosmetics, shaving products or razors for hygiene reasons.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
3. HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?
We make returns easy:
Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels still attached.
Cover your original address label with a returns label
Return your package via the Post Office, remembering to get proof of postage. Please don’t post your package without getting proof of postage. We also recommend you send good back recorded delivery. Keep it safe in case you need to use this as evidence of your return.
Please post returns to:
Kairn product returns, 14 Queen Square, Bath, BA1 2HN.
Please note, we do not pay for the cost of returning items to us, nor will we refund the price of posting out the original item to you.
4. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.
On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).
We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
5. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?
Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.