We strive to ensure that our customers are satisfied with their purchases. If you're not completely happy with your order, we're here to help with returns, exchanges, and refunds.
1. Return Eligibility
- Timeframe: Returns must be initiated within 30 days of the original purchase or delivery date.
- Condition of Items: Products must be unused and in their original condition and packaged in their original box.
- Items that have been altered, customised, or damaged by improper use are not eligible for return.
2. Return Process
- Contact Us: Start your return by contacting our customer service team at support@kickinconfectionery.co.uk. Include your order number, the product details, and the reason for return.
- Return Approval: We will respond within 2 business days with approval and further instructions. If your return is accepted, you will receive a prepaid shipping label.
- Packaging: Ensure the item is securely packed to prevent damage during shipping.
3. Refund Policy
- Refund Approval: If your return is approved, a refund will be issued to the original payment method.
- Processing Time: Refunds are typically processed within 5-7 business days from the date of receipt of the returned item.
- Refund Notification: You will receive an email notification once the refund has been processed.
- Damaged/Defective Products: If the product arrives damaged or defective, we will cover the shipping costs.
4. Damaged or Defective Items
If you receive a product that is damaged or defective:
- Report the issue within 48 hours of receiving the item by contacting customer service with photos of the damage.
- Replacement: If the item is verified as defective, we will arrange for a free replacement or a full refund.
5. Exchanges
- Exchanges are accepted within 30 days for items that are in stock.
- Defective Exchanges: For faulty or defective items, we will cover all exchange-related shipping fees.
6. Cancellation Policy
- Order Cancellations: You may cancel your order within 24 hours of placing it for a full refund. After this window, cancellations may not be possible if the item has already been processed or shipped.
7. Non-Delivery or Lost Packages
- Missing Packages: If your package is marked as delivered but you have not received it, please contact our customer service team within 14 days to initiate an investigation. We will work with the shipping carrier to locate your package or provide a replacement if the carrier confirms non-delivery.
- Incorrect Address: We are not responsible for items lost or delayed due to an incorrect address provided at checkout. Please ensure your address is accurate before completing your order.