Refund policy

Last updated: 5 August 2026

This policy applies to orders placed by consumers in the United Kingdom. It explains your rights to cancel an online order, return goods and obtain a refund. Nothing in this policy limits or excludes your statutory consumer rights.

14-Day Right to Cancel

You may cancel an eligible online order without giving a reason at any time from placing the order until 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

If one order is delivered in separate parcels or on different days, the cancellation period ends 14 days after the day on which the last item is received.

To exercise your right to cancel, email thekirtis@outlook.com before the cancellation period expires. Please include your name, order number and a clear statement that you wish to cancel. You may use the model cancellation form at the end of this policy, but you do not have to.

After notifying us of your cancellation, you must return the goods within 14 days. Please contact us before sending anything so that we can provide the correct return address and instructions. The business address shown in the model cancellation form is not necessarily the address to which products must be returned.

Change-of-Mind Returns

The 14-day cancellation right applies to eligible non-personalised goods, including items produced after an order is placed. A change-of-mind return includes choosing the wrong size, colour or design, or deciding that the item is not right for you.

You are responsible for the direct cost of returning change-of-mind goods. We recommend using a tracked postal service and retaining proof of postage.

You may inspect and try on an item as you would in a physical shop. Returned goods should be unworn beyond what is reasonably necessary for inspection, unwashed and, where reasonably possible, returned with their original packaging and tags.

We may reduce the refund to reflect any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and fit of the goods.

Faulty, Damaged, Incorrect or Misdescribed Goods

Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged, incorrect or not as described, contact us at thekirtis@outlook.com and provide your order number and a description of the issue. Where reasonably possible, please include clear photographs so that we can assess and resolve the matter quickly.

Depending on the circumstances and your statutory rights, the available remedy may include a refund, repair or replacement. Where a return is required because goods are faulty, damaged, incorrect or not as described, we will cover reasonable return costs or provide an appropriate return method.

Please do not return or dispose of an affected item until we have provided instructions, unless it would be unsafe to retain it. This request does not limit your statutory rights.

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract. Further rights, including repair, replacement, a price reduction or a final right to reject, may apply after that period. Any time limit used by our production or fulfilment partners for reporting a problem does not replace or reduce your statutory rights against TheKirtis.

Lost or Undelivered Orders

If an order has not arrived by the estimated delivery date, please contact us as soon as possible at thekirtis@outlook.comwith your order number. We will investigate the shipment and provide an appropriate remedy where the parcel is confirmed lost or where required by law.

Exchanges

We do not currently process direct exchanges. If you would like a different size, colour or design, you may return the original item in accordance with this policy and place a new order separately.

This does not affect any right you may have to a replacement where goods are faulty, damaged, incorrect or not as described.

Refunds Following Cancellation

For an eligible cancellation, we will refund:

the price paid for the returned goods; and
the original delivery charge, up to the cost of the least expensive standard delivery option offered by us.

Any additional amount paid for expedited, upgraded or premium delivery is not refundable beyond the cost of our least expensive standard delivery option.

We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first. If no goods were supplied, we will issue the refund within 14 days after being informed of the cancellation.

Refunds will be issued to the original payment method without undue delay and no later than 14 days after we receive the returned goods or acceptable evidence that they were sent back, whichever occurs first.

After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

Returns Sent Without Instructions

Please contact us before returning goods so that we can provide the correct return address and instructions. Items sent to the business address, an incorrect address or an unauthorised address may be delayed or may not reach the appropriate returns facility. Contacting us first helps us identify and process your return and does not affect your statutory rights.