Returns & Refunds Policy

Eligibility for Returns

Your eligibility for a return, refund, or exchange depends on the type of product you have ordered.

1. Custom-made / Personalised Products

Most KAYNS products are made to your specifications — design, colours, sizes, names, and logos. Under UK law (Consumer Contracts Regulations 2013), personalised and custom-made goods are exempt from the standard 14-day cancellation right once production has begun.

• You may cancel your order before a mockup is approved by contacting us immediately.
• Once you have approved a digital mockup and production has started, custom orders cannot be cancelled or refunded for a change of mind.
• If your custom order arrives faulty, damaged, or materially different from the approved mockup, you are eligible for a repair, replacement, or refund.

2. Stock (Non-Personalised) Products

For eligible stock (non-personalised) items, we accept returns for a refund or exchange. To qualify, the following conditions must be met:

• The return request must be made within 14 days of delivery.
• The item must be returned unused, undamaged, and in its original packaging.
• Proof of purchase (such as an order confirmation) must be provided.

We encourage you to inspect your items as soon as they arrive. Kayns reserves the right to refuse any return that does not comply with these requirements.

Reporting a Fault or Error

If an item arrives faulty, damaged, or incorrect (e.g., wrong size, colour, or quantity), you must contact us within 7 days of delivery to report the issue.

To report a fault or error, contact us at orders@kayns.co.uk with your order number, a description of the issue, and clear photo evidence.

Claims made after this window, or without photo evidence, may not be eligible for a remedy.

Return Procedure & Costs

To initiate a return for an eligible item, customers must:

• Contact us at orders@kayns.co.uk with your order number and reason for return.
• Await written confirmation and return instructions before sending any items. Do not send items without prior authorisation.
• Returns sent without prior authorisation may not be accepted.

All authorised returns must be sent to the following address:

Kayns
Flat 22 Barons Court, Church Lane
London, England, NW9 8AD

Important condition regarding costs:

• For change-of-mind returns on stock items: Return shipping costs are your responsibility.
• For faulty, damaged, or incorrect items: We will reimburse your return shipping costs upon verification of the fault or error. A return label may be provided.

Refunds & Processing

• All returned items will be inspected upon receipt.
• If the return is approved, a refund will be issued to the original method of payment.
• Approved refunds are processed within 5 business days of inspection.
• Please allow up to 7–14 business days for the refund amount to appear in your account, as processing times vary by payment provider.
• Original shipping fees (if applicable) are non-refundable unless the return is due to an error on our part.
• There are no restocking fees deducted from your refund for eligible returns.

Exchanges

We accept exchanges for eligible stock (non-personalised) items, subject to product availability.

• Contact us at orders@kayns.co.uk with your order number and preferred replacement.
• Faulty or incorrect items will be replaced at no additional cost, including return shipping.
• If the replacement differs in price from the original item, we will invoice or refund the difference as appropriate.

Your Statutory Rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable UK legislation. Our policy is designed to complement, not replace, your legal rights.

See also our Terms of Service and Shipping Policy.

Contact Information