Refund policy
RETURN & REFUND POLICY
Last updated: 8 September 2026
At Kellyngston, we want you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing products from Kellyngston.store, as well as the procedures for cancellations, returns, exchanges and refunds.
This policy is intended to operate in accordance with applicable United Kingdom consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy limits, excludes or affects any statutory rights available to you under UK consumer law.
Website: Kellyngston.store
Customer Service: sales@Kellyngston.store
1. 30-DAY RETURN POLICY
In addition to your statutory rights, Kellyngston offers a 30-day return period.
You may request a return within 30 days of receiving your order.
To qualify for our voluntary return policy, products should normally:
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be returned in the condition in which they were received;
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be unworn, other than reasonable handling or trying on;
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be unwashed;
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be free from stains, odours, damage or alterations;
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have the original labels and tags attached where reasonably possible; and
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include any original accessories supplied with the product.
These conditions do not restrict your statutory rights where goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
2. YOUR 14-DAY STATUTORY RIGHT TO CANCEL
If you are a consumer purchasing online, you normally have a legal right to cancel your purchase without giving any reason.
For most goods, the cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, physically receives the goods.
Where an order contains several goods delivered separately, the cancellation period generally runs from the day after you receive the final item covered by the order.
To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period.
You may contact us at:
You do not need to provide a reason for cancelling.
3. RETURNING GOODS AFTER CANCELLATION
After informing us that you wish to exercise your statutory right to cancel, you must send the goods back without undue delay and, in any event, within 14 days from the date on which you informed us of your cancellation.
Please contact:
before sending your return so that we can provide the appropriate return instructions and return address.
Please do not send a return to an address appearing on a parcel or shipping label unless we have confirmed that it is the correct returns address.
4. TRYING ON AND INSPECTING PRODUCTS
You may inspect and handle products to the extent reasonably necessary to determine their nature, characteristics and functioning, similar to the way you would inspect a product in a physical shop.
For clothing, this normally means that you may carefully try the item on.
If you handle a product beyond what is reasonably necessary and this causes a reduction in its value, we may be entitled to make an appropriate deduction from the refund, where permitted by law.
Simply opening packaging or reasonably trying on an eligible item does not automatically remove your statutory cancellation rights.
5. CHANGE-OF-MIND RETURNS
If you have simply changed your mind, ordered the wrong size or colour, or no longer want the product, you may return an eligible item in accordance with this policy.
For returns made under your statutory cancellation rights, you must notify us within the statutory cancellation period.
For returns made under Kellyngston's additional voluntary return policy, you must contact us within 30 days after receiving the goods.
Unless otherwise stated or required by law, customers are responsible for the direct cost of returning goods when returning them because they have changed their mind.
6. RETURN SHIPPING COSTS
Change-of-mind returns
Where a product is not faulty and you are exercising your cancellation or voluntary return rights because you have changed your mind, you will normally be responsible for the direct cost of returning the product to us.
Faulty, damaged, incorrect or misdescribed goods
If the product is:
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faulty;
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damaged when supplied;
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not as described;
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not fit for its intended purpose;
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not of satisfactory quality; or
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different from the product you ordered,
Kellyngston will bear reasonable return costs where required by applicable UK law.
Please contact sales@Kellyngston.store before returning such an item so that we can arrange the appropriate solution.
7. FAULTY OR NON-CONFORMING GOODS
Under the Consumer Rights Act 2015, goods supplied to consumers must, where applicable:
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be of satisfactory quality;
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be fit for a particular purpose made known to the trader; and
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match their description.
Your legal rights relating to faulty goods are separate from the right to cancel an online purchase.
Short-term right to reject
Where goods do not conform to the contract, consumers may in qualifying circumstances have a 30-day short-term right to reject the goods and obtain a refund.
After the initial 30 days
After the short-term right to reject has expired, you may still have statutory rights.
Depending on the circumstances, these may include:
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repair;
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replacement;
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price reduction; or
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a final right to reject the goods and receive an appropriate refund.
These rights depend on the nature of the problem, when it is discovered and the remedies already provided.
Nothing in this policy reduces those statutory rights.
8. GOODS DEVELOPING A FAULT WITHIN SIX MONTHS
Where goods develop a fault within the first six months following delivery, UK consumer law provides additional protections.
Depending on the circumstances, you may be entitled to repair, replacement, a price reduction or rejection of the goods.
Kellyngston may assess the item and the circumstances of the reported fault in accordance with applicable consumer law.
Damage caused by misuse, accidents, improper care, normal wear and tear or unauthorised modifications is not treated in the same way as a fault that existed when the goods were supplied.
9. DAMAGED OR INCORRECT ORDERS
Please inspect your order when it arrives.
If an item arrives:
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damaged;
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defective;
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incomplete; or
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different from what you ordered,
please contact us as soon as reasonably possible at:
Please include:
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your full name;
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your order number;
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a description of the issue; and
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photographs of the product and packaging where reasonably available.
Photographs can help us investigate the matter more quickly, but requesting photographs does not remove any statutory rights you may have.
10. REFUNDS
Once a return has been received and, where appropriate, inspected, we will process any refund due to you.
Where you validly exercise your statutory right to cancel, we will refund payments received from you that we are legally required to refund.
We may withhold the refund until:
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we have received the goods back; or
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you provide evidence that you have sent the goods back,
whichever occurs first, where permitted by law.
Refunds required following cancellation will be made without undue delay and within the applicable statutory time limits.
11. ORIGINAL DELIVERY COSTS
Where you validly exercise your statutory right to cancel an online order, we will refund the basic cost of standard delivery where required by UK law.
If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
For voluntary returns made outside the statutory cancellation period, original delivery charges may not be refundable unless the goods are faulty or the law requires otherwise.
12. REFUND METHOD
Refunds will normally be issued using the same payment method used for the original transaction, unless you have expressly agreed otherwise.
You will not be charged a fee simply for receiving a refund that is legally due to you.
After we issue a refund, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.
13. PARTIAL REFUNDS AND DIMINISHED VALUE
Where permitted by law, we may reduce a refund to reflect a reduction in the value of goods resulting from handling beyond what was reasonably necessary to establish their nature, characteristics and functioning.
Examples may include:
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wearing clothing for an extended period rather than merely trying it on;
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washing an item before returning it;
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causing stains, odours or physical damage;
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damaging goods through improper handling; or
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materially altering a product.
Any deduction will be assessed reasonably and in accordance with applicable UK consumer law.
No deduction will be made merely because a consumer reasonably inspected or tried on a product.
14. EXCEPTIONS TO CHANGE-OF-MIND CANCELLATION RIGHTS
Certain products may be excluded from the statutory right to cancel where an exemption under UK law applies.
These may include, where relevant:
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goods made to the consumer's specifications;
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clearly personalised goods;
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goods liable to deteriorate or expire rapidly;
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sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
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sealed audio, video recordings or computer software once unsealed;
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newspapers, periodicals or magazines, other than certain subscription contracts; and
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goods which, after delivery, have become inseparably mixed with other items.
An exemption from change-of-mind cancellation rights does not remove your rights where goods are faulty, misdescribed or otherwise fail to conform to the contract.
15. HYGIENE-SENSITIVE PRODUCTS
Where Kellyngston sells products sealed for genuine health protection or hygiene reasons, the statutory right to cancel may cease after the seal has been broken where the legal requirements for this exemption are satisfied.
This exception will not be applied more broadly than permitted by law.
Your statutory rights concerning faulty or misdescribed products remain unaffected.
16. SALE AND DISCOUNTED ITEMS
Products purchased during a sale, promotion or with a discount code retain the same statutory rights as full-price goods.
A sale or reduced price does not remove your legal rights where a product is faulty, not as described or otherwise fails to meet applicable statutory requirements.
Unless expressly stated otherwise and legally permitted, eligible sale products are also covered by Kellyngston's 30-day voluntary return policy.
17. EXCHANGES
If you wish to exchange an item for another size, colour or product, please contact:
Exchange availability depends on stock.
Where a direct exchange is unavailable, we may ask you to return the original product and place a new order.
Nothing in the exchange process affects your statutory rights.
18. RETURN PACKAGING
Customers should take reasonable care when packaging returned goods.
Where possible, please use suitable protective packaging to prevent damage during transport.
The absence of the original outer shipping packaging will not automatically prevent a statutory return.
19. PROOF OF PURCHASE
We may reasonably request proof that the goods were purchased from Kellyngston.
Proof of purchase may include:
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an order confirmation;
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receipt;
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order number;
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payment confirmation; or
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other reasonable evidence of the transaction.
20. LOST RETURN PARCELS
Where you are responsible for arranging return shipping, we recommend using a tracked service and retaining proof of postage until your refund has been completed.
This recommendation does not alter any rights you may have under applicable law.
21. CANCELLING AN ORDER BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, contact us as quickly as possible at:
We will attempt to stop the order before shipment.
If the order has already been dispatched, you may still be able to exercise your applicable cancellation and return rights after receiving it.
22. REFUSED OR UNDELIVERABLE PARCELS
Where a parcel is returned to us because it was refused, unclaimed or could not be delivered, we will assess the order in accordance with the circumstances and applicable consumer law.
Any deductions from a refund will only be made where legally permitted.
23. YOUR STATUTORY RIGHTS
This policy provides contractual information about Kellyngston's return procedure and also includes additional voluntary rights offered by us.
It does not replace or restrict rights provided by law.
Consumers may have rights under legislation including:
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the Consumer Rights Act 2015;
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the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
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the Digital Markets, Competition and Consumers Act 2024; and
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other applicable UK consumer protection legislation.
Where this policy conflicts with a mandatory statutory consumer right, the statutory right will prevail.
24. HOW TO START A RETURN
To request a return, contact:
Please provide:
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your name;
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your order number;
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the item or items you wish to return;
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the reason for the return, where applicable; and
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photographs where the product is alleged to be damaged, incorrect or defective and photographs are reasonably available.
For a statutory change-of-mind cancellation, you are not required to provide a reason for cancelling.
After receiving your request, we will provide return instructions where necessary.
25. MODEL CANCELLATION FORM
You may use the following form if you wish to cancel your contract, although use of this form is not compulsory.
To: Kellyngston
Email: sales@Kellyngston.store
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Goods ordered: __________________________
Order number: __________________________
Ordered on: __________________________
Received on: __________________________
Name of consumer(s): __________________________
Address of consumer(s): __________________________
Signature of consumer(s): __________________________
(only if this form is submitted on paper)
Date: __________________________
26. CONTACT US
For questions concerning cancellations, returns, refunds, exchanges or faulty products, please contact:
Kellyngston
Website: Kellyngston.store
Email: sales@Kellyngston.store
We aim to deal with return and refund requests fairly and in accordance with applicable United Kingdom consumer law.
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