Return and Refund Policy – Kitchley

Last Updated: 24th October 2025

Return Window

• You may request a return within 30 days of receiving your order.
• After 30 days, unfortunately, we cannot accept returns or offer refunds.

Eligibility:

To be eligible for a return, your item must meet the following:

• Unused, unwashed, and in its original condition
• In the original packaging with tags attached
• Accompanied by proof of purchase (order confirmation or receipt)

Non-Returnable Items:

Gift cards, final sale items, and personalized/custom products.

Process:

• Contact us at support@kitchley.co.uk with your order number, product details, and reason for return.
• We’ll provide you with return instructions and the return shipping address.
• Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.

Return Shipping:

• Defective, damaged, or incorrect items: We cover return shipping costs.
• All other returns (e.g., change of mind, wrong size): The customer is responsible for return shipping costs.

Restocking Fee

We do not charge any restocking fees. You will receive a full refund (minus any applicable return shipping costs, if the return is not due to our error).

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Order changes

If you would like to change your order, please contact us within 2 hours of placing your order. Unfortunately, we cannot change your order after these 2 hours.

Lost packages

If your package is lost in transit, we’ll gladly replace it and ensure your order reaches you—provided the correct address was selected during checkout.
If you don’t request a replacement, we’ll have to wait 30 days before we issue a refund if the package is still received. Our customer service team will check your order regularly during these two weeks and provide updates.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 10 business days have passed since we’ve approved your return, please contact us at support@kitchley.co.uk

Method & Fees

• Return method: By mail
• Restocking Fee: None
• Refund period: 10 working days
• Return shipping cost: Customers are responsible for return shipping costs unless the item is defective or incorrect.

Cancellations

Orders may be cancelled within 24 hours of purchase at no cost. After this period, if the order has shipped, please follow the return process.

For details on delivery times, costs, and shipping restrictions, please see our Shipping Policy.

Contact US

Store Name: Kitchley
Registered Company: Kitchley Limited
Reg. Number: 16249190
VAT Number: GB497576714
Help Line: +442079711291
Email: support@kitchley.co.uk
Company Address: 10 Woodside Close, Wembley, HA0 1UJ, UK.
Support hours: Monday – Friday: 10:00 – 19:00 (GMT+0)