Refund policy

Last updated: 17 May 2026

Your 14-Day Right to Cancel

Under UK law, you can cancel your order without giving a reason within 14 calendar days after receiving it, except for the products listed under Exceptions. The cancellation period begins the day after delivery. If items from the same order arrive separately, it begins the day after you receive the last item.

You only need to tell us that you wish to cancel before this period expires. After telling us, you have a further 14 calendar days to send the items back.

This is your statutory right to cancel. It does not depend on purchasing any optional service.

Optional 30-Day Extended Returns

Before you complete your purchase, KELDEN may offer an optional paid service called 30-Day Extended Returns. If you choose and purchase this service, you may request a change-of-mind return within 30 calendar days after receiving the product.

The service is voluntary, is never pre-selected and is charged only if you actively choose it before completing your purchase. Any additional cost is clearly displayed before you place your order.

The service extends only the period for change-of-mind returns. It is not a statutory guarantee and does not replace, limit, reduce or make your mandatory consumer rights conditional on payment.

The amount paid for this option is refunded if you cancel the whole order within your statutory 14-day cancellation period, or whenever the law requires a refund. In other circumstances, the service charge is non-refundable.

Where applicable law gives you an equal or longer mandatory return or cancellation period, those rights remain available whether or not you purchase this service.

Change of Mind

For change-of-mind returns made after the statutory 14-day cancellation period using 30-Day Extended Returns, products must:

Be unused and in a condition suitable for resale.
Include the original packaging where reasonably applicable.
Include any relevant tags, accessories and components.
Be free from damage caused by the customer.

These conditions do not apply to cancellations within your 14-day right to cancel: in that case, we may only deduct an amount if an item's value is reduced by handling it more than needed to check it, as you would in a shop. These conditions always apply to returns made after the first 14 days using 30-Day Extended Returns.

Please take reasonable care of products while they are in your possession. These conditions do not restrict your rights concerning faulty, damaged, incorrect or otherwise non-conforming goods.

Exceptions

Where permitted by law, the right to cancel for a change of mind does not apply to goods made to your specifications or clearly personalised. An item is not automatically excluded simply because it is manufactured or ordered after you place your order.

Sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons may also be excluded once their seal has been broken after delivery, where the legal exception applies.

These exceptions do not remove your mandatory rights if goods are faulty, damaged, incorrect or not as described.

Return Costs

Return shipping is free for eligible change-of-mind returns. We provide the necessary return instructions and, where applicable, a prepaid return label.

We also cover the necessary return costs for goods that are faulty, damaged, incorrect or not as described, where applicable. Contact us for instructions before arranging your return so that we can organise the appropriate method.

Faulty or Incorrect Products

Under UK law, you can normally reject a faulty item within 30 days of delivery for a full refund. After that, you are entitled to a repair or replacement, subject to the applicable legal conditions. If repair or replacement is unavailable, fails to resolve the problem or cannot be provided within a reasonable time without significant inconvenience, you may be entitled to a refund or price reduction.

These statutory remedies are provided without charge and never depend on purchasing 30-Day Extended Returns. Nothing in this policy limits any additional or longer-lasting mandatory rights you may have.

How to Return

Email sac@kelden.com to tell us that you wish to cancel or return an item. Please include your order number and the item or items concerned so that we can locate your purchase.

A reason for a change-of-mind return is optional. Where relevant to a fault, damage or incorrect delivery, photographs may help us assess the issue, but they do not replace or restrict your statutory rights.

We will provide return instructions and the appropriate return destination. You may use the model cancellation form below, but this is not compulsory. Any clear statement of your decision to cancel is sufficient, and your cancellation does not depend on our approval.

Refund Process

Refunds are issued to your original payment method within 14 days of receiving the items back or proof that you sent them.

For statutory cancellations, the earlier of those events applies. If we have offered to collect the goods, any earlier statutory refund deadline remains applicable. Refunds due following the statutory rejection of faulty goods are issued within 14 days of our agreeing that you are entitled to a refund.

Where legally required, we also refund the original standard delivery cost. No refund is due for a delivery charge that was not paid.

For a statutory change-of-mind cancellation, a proportionate deduction may be made only where legally permitted if handling beyond what was necessary to inspect the product has reduced its value.

Once we issue a refund, the time it takes to appear in your account may depend on your bank, card issuer or payment provider.

Exchanges

You may request an exchange for another product of equivalent value where appropriate and available. If an exchange cannot be arranged, we can discuss a refund or another suitable solution. An exchange will not be imposed instead of a refund to which you are legally entitled.