Payments & Billing Policy

This policy explains pricing, payment authorisation, billing information, refunds and payment-related support for Kelmere Living orders.

Currency

Storefront and checkout prices are displayed and charged in pounds sterling (GBP) unless Shopify clearly shows otherwise during checkout.

Prices and taxes

The product price and any applicable charges are shown before you submit the order. Applicable taxes are included where stated at checkout. We do not claim a VAT registration or display a VAT number unless valid registration information is separately confirmed.

Delivery charge

Standard delivery to eligible United Kingdom addresses is free, with no minimum spend. Any different charge would need to be clearly shown before the order is submitted.

Accepted payment methods

The payment methods currently available are the methods displayed at checkout. We do not promise a specific card network, wallet or provider unless it appears there.

Payment authorisation

When you submit an order, the payment provider may authorise, verify or collect the amount shown at checkout. An order is not accepted where payment is declined or cannot be authorised.

Billing information

You must provide complete and accurate billing information. The billing name, address or other verification details may need to match information held by your payment provider. Incorrect details can delay or prevent authorisation.

Security and fraud checks

Shopify, payment providers and fraud-prevention services may perform security checks. We may hold, decline or cancel an order where payment is not authorised, information is materially inconsistent or fraud is reasonably suspected. Any payment taken for a cancelled order will be refunded.

Pending and duplicate-looking charges

A declined, interrupted or retried payment can sometimes appear temporarily as a pending authorisation. Your bank or payment provider controls how quickly an unused authorisation disappears. Contact your provider first if a pending entry remains, then contact us with your order details if further help is needed.

Order confirmation

An automated order acknowledgement confirms that we received the order request. A sales contract is formed when we accept the order and confirm dispatch, as explained in our Terms of Service.

Price or payment errors

If a material pricing or payment error is identified before acceptance, we may contact you, decline the order or cancel it and refund any amount taken. We will not substitute a different charge without presenting it for your agreement.

Refunds

Approved refunds are issued in GBP to the original payment method. Where statutory cancellation rules apply, we process the refund within 14 days after receiving the returned goods or evidence that they were sent back, whichever occurs first. Additional bank or payment-provider processing time may apply after we issue the refund.

Refund amount

The applicable product amount is refunded in accordance with our Refund Policy. Standard outbound delivery charges are refunded where legally required; premium-delivery uplifts are not. Lawful deductions may apply for diminished value caused by handling beyond what is necessary to inspect the goods.

Exchanges and store credit

We do not offer direct exchanges. Return the eligible item and place a new order. Refunds are made to the original payment method rather than being automatically converted into store credit.

Payment disputes

Contact us first if you do not recognise a charge or believe an amount is incorrect. This gives us an opportunity to identify the order and investigate. Nothing in this policy removes rights you may have through your bank, payment provider or applicable law.

Contact

Email support@kelmereliving.co.uk or telephone +44 20 3496 2309. Include the order number where available, but do not send complete card details or security codes.

Kelmere Living is operated by ALDERSTEEL LTD, company number 17243968, registered in the United Kingdom.