CUSTOMER SUPPORT

Returns & Refunds Policy

We want you to shop with confidence. This policy explains how returns, refunds and exchanges are handled at Kaurei.co.

1. Introduction

We want customers to feel confident when shopping with Kaurei.co. If you need to return an item, please read this policy carefully before sending anything back.

This policy does not affect your statutory consumer rights.

2. UK Returns

For most online purchases, UK customers have 14 days from receiving their order to tell us they wish to return an eligible item. After notifying us, you have a further 14 days to return it.

To start a return, please include:

  • Your Name
  • Order Number
  • Product Name
  • Reason for Return
  • Photos if the item is faulty, damaged or incorrect

3. International Returns

International returns, including USA returns, may take longer due to courier services, customs procedures and supplier processing.

Refunds are normally processed after the returned goods have been received and inspected, or when acceptable proof of return has been provided.

4. Return Instructions

Please contact Kaurei.co before returning any product. Some products are fulfilled by supplier partners, meaning return addresses may vary depending on the item.

5. Condition of Returned Items

  • Unused where applicable
  • Original packaging
  • Accessories and manuals included
  • Original tags where possible

Refunds may be reduced where legally permitted if returned goods are damaged, incomplete or not in resaleable condition.

6. Refunds

Refunds are made using the original payment method.

UK refunds are generally processed within 14 days after returned goods have been received and inspected.

7. Return Postage

If you are returning an item because you changed your mind, return postage costs may be your responsibility.

8. Faulty, Damaged or Incorrect Items

  • Replacement
  • Refund
  • Repair (where appropriate)
  • Return Instructions

9. Items That Cannot Usually Be Returned

  • Personalised or custom-made products
  • Perishable goods
  • Opened hygiene products
  • Opened health & personal care items
  • Downloaded digital products
  • Products damaged through misuse

10. Exchanges

Exchanges may be offered where replacement stock is available. If an exchange cannot be provided, an eligible refund may be issued instead.

Need Help?

Before returning any item, please contact our support team and wait for return instructions.

support@kaurei.co