Shipping policy
REFUND, RETURN AND CANCELLATION POLICY
1. Your Statutory Right to Cancel ("Cooling-Off" Period)
In accordance with the UK Consumer Contracts Regulations 2013, you have the legal right to change your mind and cancel your order for any reason within 14 calendar days of receiving your items.
In accordance with the UK Consumer Contracts Regulations 2013, you have the legal right to change your mind and cancel your order for any reason within 14 calendar days of receiving your items.
- The Cancellation Window: You must notify us of your decision to cancel within 14 days from the day you (or a third party nominated by you) take physical possession of the goods.
- How to Cancel: To exercise your right to cancel, you must inform us via a clear statement by email at kelly@khholistics.co.uk.
2. Return Conditions and Timeframes
Once you have notified us of your cancellation, you must send the items back to us without undue delay, and in any event no later than 14 calendar days from the day you communicated your cancellation to us.
Once you have notified us of your cancellation, you must send the items back to us without undue delay, and in any event no later than 14 calendar days from the day you communicated your cancellation to us.
To be eligible for a full refund under your right to cancel, items must be:
- In their original, unused, and undamaged condition.
- Inside their original packaging with all product tags intact.
Note: Under UK law, we reserve the right to make a deduction from your refund if the value of the goods has been diminished by unnecessary handling by you (e.g., if items have been worn, washed, or damaged).
3. Exemptions from the Right to Cancel
In line with UK consumer legislation, you cannot return or cancel orders for the following types of goods unless they are faulty, damaged, or misdescribed:
In line with UK consumer legislation, you cannot return or cancel orders for the following types of goods unless they are faulty, damaged, or misdescribed:
- Goods made to your unique specifications or clearly personalised.
- Goods which deteriorate or expire rapidly (e.g., perishable food, fresh flowers).
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery (e.g., earrings, cosmetics, swimwear, or underwear).
- Sealed audio, video recordings, or computer software, if they are unsealed after delivery.
4. How to Return Your Items
To return an item, please email us at kelly@khholistics.co.uk to obtain our return shipping address and instructions.
To return an item, please email us at kelly@khholistics.co.uk to obtain our return shipping address and instructions.
- Return Shipping Costs: You will be responsible for paying your own shipping costs for returning your items, unless the item is faulty, damaged, or not as described.
- Tracking Your Return: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and the risk of the return transit remains with you until it reaches us.
5. Faulty, Damaged, or Incorrect Items
Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and match the description provided.
Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and match the description provided.
- If you receive an item that is faulty, damaged, or incorrect, please contact us at kelly@khholistics.co.uk as soon as possible with your order number and photographic proof of the issue.
- If the fault is reported within 30 days of delivery, you are entitled to a full refund, repair, or replacement.
- We will cover or reimburse all reasonable return shipping costs for faulty or damaged goods.
6. Processing Your Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed immediately. The money will automatically be applied to your original method of payment within 14 days of us receiving the goods back (or within 14 days of you providing proof that you sent the items back).
- Shipping Refunds: If you cancel your entire order within the statutory 14-day cooling-off period, we will refund the standard delivery cost you paid to receive the item. If you chose a premium or express delivery option, we will only refund the cost up to our standard delivery amount.