Last updated: 24 September 2026

At KayFeldspar Ltd, we want you to be happy with your purchase. If you change your mind or there is a problem with your order, we will deal with your return or refund in accordance with applicable UK consumer law.

1. Cancelling Your Online Order

If you purchase products from our website as a consumer, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

After telling us that you wish to cancel, you generally have a further 14 days to return the goods to us.

Some exceptions may apply, including certain personalised or made-to-order products and other goods excluded by law.

2. Products Must Be Returned in Appropriate Condition

If you are returning an item because you have changed your mind, please take reasonable care of the product while it is in your possession.

Where possible, items should be:

• Unworn
• Unwashed
• In their original condition
• Returned with original packaging, tags and labels where applicable
• Returned with any accessories supplied with the product

You may handle and inspect the goods as you would reasonably be able to do in a shop. However, you may be responsible for any reduction in the value of goods resulting from unnecessary handling beyond what is reasonably required to establish their nature, characteristics and functionality.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible.

Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction or refund.

Please provide your order number and, where appropriate, photographs showing the problem to help us investigate the issue.

Your statutory rights are not affected by this policy.

4. How to Request a Return

To request a return, contact us using the customer service details provided on our website.

Please include:

• Your name
• Order number
• Item(s) you wish to return
• Reason for the return, where applicable
• Any relevant photographs if the item is damaged or faulty

We will provide instructions on how and where to return your item.

5. Return Postage

If you are cancelling your order because you have changed your mind, you will generally be responsible for the direct cost of returning the goods unless we have agreed otherwise.

If an item is faulty, damaged, incorrect or does not conform to the contract, we will deal with reasonable return costs in accordance with your legal rights.

6. Refunds

Once your return has been received and assessed, we will process any refund you are legally entitled to.

For a valid cancellation under the Consumer Contracts Regulations, refunds will generally be made using the original payment method.

Where required by law, refunds will be made without undue delay and normally no later than 14 days from the relevant date specified by law.

We may withhold reimbursement until we have received the goods back or you have provided evidence that you have returned them, whichever occurs first.

7. Original Delivery Charges

Where you exercise your statutory right to cancel an online order, we will generally refund the standard delivery charge paid for the original order.

If you selected a more expensive delivery service than the least expensive standard delivery option we offered, the additional cost may not be refundable.

8. Exchanges

If you would like a different size, colour or product, please contact us.

Where an exchange is not available, we may ask you to return the original item and place a new order.

Your statutory rights remain unaffected.

9. Items That Cannot Be Returned

Certain products may be excluded from cancellation rights where permitted by law, for example:

• Personalised or customised products
• Goods made to your specifications
• Certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed

Where an exception applies, we will make this clear before or at the time of purchase.

10. Sale and Promotional Items

Sale and promotional items are still covered by your statutory consumer rights.

A reduced price does not remove your legal rights if an item is faulty, damaged or otherwise does not conform to the contract.

Additional terms may apply to specific promotions and will be communicated at the time of purchase.

11. Lost or Damaged Returns

Customers should obtain proof of postage when returning an item.

If a return is lost in transit, we may require evidence that the item was sent before processing the refund, subject to your legal rights.

12. Contact Us

For questions about returns, refunds or exchanges, please contact KayFeldspar Ltd through the contact details provided on our website.

KayFeldspar Ltd
Email: [contactus@kayfeldsparltd.com]