Returns & refunds

You can withdraw from your order within 14 days of receiving it, without giving a reason. Faulty items are covered by your statutory rights.

Your right to withdraw (change of mind)

The withdrawal period ends 14 days after the day on which you, or someone you name (other than the carrier), receive the goods. If an order arrives in several parcels, it ends 14 days after the last one arrives.

To withdraw, tell us clearly before the period ends. The quickest way is Withdraw from contract here: two steps, and you get a confirmation with the date and time straight away. You can also email support@kalunexo.shop, or use the model withdrawal form below. You do not have to give a reason.

Sending items back

After you withdraw, we email you the return address and instructions within two working days. Please send the items back no later than 14 days after you told us you are withdrawing. You pay the cost of sending items back, unless the item is faulty or not what you ordered. We recommend a tracked service.

You may handle the items as you would in a shop to check them. If an item shows wear, washing, perfume or removed labels, we may reduce the refund by the loss in value this caused.

Refunds

We refund everything you paid, including the standard delivery cost, within 14 days of the day we receive your withdrawal. We may wait until we have the items back, or until you send proof that you have posted them, whichever is earlier. If you chose a more expensive delivery than our standard one, we refund only the standard cost. Refunds go back to the payment method you used, in the currency you paid in; we do not charge a fee.

Faulty or not as described

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• within 30 days of delivery you can reject them for a full refund;
• after that, you can ask for a repair or replacement; if that is not possible or does not work, you can ask for a price reduction or reject the goods for a refund (which may be reduced to reflect use after the first six months).

If you live in the EU, you also have at least two years from delivery to ask for a remedy for goods that are not in conformity with the contract. Email support@kalunexo.shop with your order number and a photo; we pay the return postage for faulty items. These rights are in addition to your right to withdraw.

Time limits for court action

Your statutory rights under the Consumer Rights Act 2015 are not limited to a fixed number of years. Separately, under the Prescription and Limitation (Scotland) Act 1973, a claim in the Scottish courts must generally be raised within five years. In England and Wales the equivalent period is six years. This is the period in which a claim can be brought; it is not a warranty period.

Model withdrawal form