Refund policy

Our 30-day return request period

We accept returns of defective and non-defective products. Contact us within 30 days after delivery to request a return. This commercial return period does not reduce your statutory rights.

Before returning an item

Email support@kelmereliving.co.uk with your order number, the item concerned and the reason for the return. Do not send goods to our business address. We will provide the correct return instructions.

Return condition

For a change-of-mind return, take reasonable care of the goods. Return them in their original condition, with supplied components and packaging where reasonably possible. You may inspect goods as you would in a shop, but a lawful deduction may be made for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Statutory cancellation rights

For eligible online purchases, you may notify us that you are cancelling within 14 days after receiving the goods. After notifying us, return the goods within 14 days. Some goods may be excluded from statutory cancellation rights where the law provides an exception; any applicable exception will depend on the product and circumstances.

Change-of-mind return costs

You arrange and pay the return postage for a change-of-mind return. Use a suitable service, package the item securely and keep proof of postage. We do not charge a restocking fee.

Faulty, damaged, incorrect or misdescribed goods

Contact us promptly with your order number and details of the problem. Photographs may help us assess the issue. We cover reasonable return costs where required and provide the repair, replacement, price reduction or refund required by applicable consumer law.

Refund method and currency

Approved refunds are issued in GBP to the original payment method. Your bank or payment provider may take additional time to show the credit after we process it.

Refund timing

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. We may withhold the refund until then where the law permits.

Original delivery charges

Standard outbound delivery charges are refunded where legally required. Any additional amount paid for an enhanced or premium delivery option is not refundable beyond the standard delivery amount required by law.

Exchanges

We do not offer direct exchanges. Return the eligible item and place a new order for the alternative you want.

Proof and responsibility

Keep proof of postage until the return and refund are complete. You remain responsible for the parcel until it reaches the instructed return destination, except where the law provides otherwise.