Returns & Refunds Policy

Overview

We want you to be completely satisfied with your KAYNS order. This policy explains your rights and our process for returns, exchanges, and refunds. It is governed by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 (UK).

Custom-Made Products

The majority of KAYNS products are made to order and personalised to your specifications (design, colours, sizes, and branding). Under the Consumer Contracts Regulations 2013, custom-made or personalised goods are exempt from the standard 14-day cancellation right once production has begun.

We will not accept returns or issue refunds for custom-made items unless the goods are:

• Faulty or damaged on arrival
• Materially different from the approved mockup
• Supplied incorrectly (wrong item, wrong quantity)

Please review and approve all mockups carefully before confirming production, as approved designs cannot be changed or refunded.

Non-Custom (Stock) Products

For non-personalised stock items, you may return goods within 14 days of receipt, provided they are:

• Unused and in their original, undamaged packaging
• Accompanied by proof of purchase (order number or receipt)
• Returned at your cost (unless the item is faulty or we supplied the wrong product)

Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery with:

• Your order number
• A clear description of the issue
• Photographs showing the fault or discrepancy

We will assess your claim and offer a replacement, exchange, or full refund in accordance with your statutory rights. Return shipping costs for faulty or incorrect items will be covered by us.

How to Start a Return

To initiate a return or refund request, contact us before sending anything back:

• Email: orders@kayns.co.uk
• Phone / WhatsApp: +44 7848 163497
• Please quote your order number in all correspondence.

Do not return items without prior authorisation — unauthorised returns may not be processed.

Refund Processing

Once a return is authorised and the item received and inspected, we will notify you of our decision within 5 business days. Approved refunds are processed back to your original payment method within 7–14 business days. Card and bank processing times vary by provider.

Order Cancellations

You may cancel an order before mockup approval by contacting us immediately. Once you have approved a mockup and production has started, cancellations are not accepted for custom-made orders.

We also reserve the right to cancel orders placed due to typographical pricing or product errors; a full refund will be issued if payment has already been made.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK law.

Contact

For any questions about this policy, please contact: