Please note that all products are now being advertised at sale/discount prices and therefore all sales are excluded from the returns policy. 4 (d).
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers in our core markets the United Kingdom and the countries of the European Union. Orders and returns from other countries not included in the list in Section 1.3 will be subject to review on a case by case basis.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product within 14 days following the date of dispatch of the product to you;
(b) the returned product is unused, in its original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us via the contact form on our website or via email to firstname.lastname@example.org.
3.2 Products returned under this policy must be sent by recorded delivery to our postal address (137 Westwood Park, London SE23 3QL, United Kingdom).
3.3 You will be responsible for paying postage costs associated with returns under this policy.
4.1 The following kinds of products may not be returned under this policy:
(a) the supply of sealed goods (e.g. swimwear or intimate clothing) which are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed by you;
(b) the supply of bespoke goods that are made on the basis of an individual choice of or decision by you, or goods that are clearly personalised; and
(c) the supply of goods which are, according to their nature, inseparably mixed with other items after delivery.
(d) the supply of goods that are sold at discounted/sale price
5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2 We will not refund to you the original delivery charges relating to the returned product.
5.3 We will not refund to you any costs you incur in returning the product to us.
5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.5 We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.
6. Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
7. Our details
7.1 This website is owned and operated by the company KinaMara Ltd.
7.2 Our principal place of business is at 137 Westwood Park, London SE23 3QL, United Kingdom.
7.3 You can contact us by writing to the address given above, by using our website contact form, by telephone on the number given on our website from time to time or by email to the email address given on our website from time to time.