Refund policy

Last updated: 8/15/2026

At Kitbound, we want you to love your purchase. This policy explains your rights when it comes to cancellations, returns, and refunds, in line with UK consumer law.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order for any reason, without needing to give a reason, within:

  • 14 days from the day after you receive your item(s).

To cancel, simply email us at support@kitbound.co.uk with your order number and a clear statement that you wish to cancel. You do not need to have received the item yet — you can also cancel between placing your order and receiving it.

Once you've told us you want to cancel, you then have a further 14 days to send the item back to us.

Refunds under the cooling-off period

  • We will refund you within 14 days of receiving the returned item back (or, if earlier, within 14 days of you providing evidence that you've sent it back, such as a tracking/proof of postage receipt).
  • Refunds are issued to your original payment method.
  • Original delivery cost: we will refund the standard delivery charge you paid (if any). If you chose a faster/premium delivery option, we will only refund the equivalent of our standard delivery cost.
  • Return postage cost: unless the item is faulty or not as described, you are responsible for the cost of returning it to us.

Condition of returned items

To qualify for a full refund under the cooling-off period, items must be:

  • Unused, unworn, and in the same condition you received them
  • In their original packaging with all tags/labels attached where applicable

We may make a deduction from your refund if the item shows signs of use beyond what's reasonable to check it (similar to how you'd handle it in a shop).

2. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or isn't what you ordered, you're covered separately from the cooling-off period above, under the Consumer Rights Act 2015.

To help us resolve this quickly:

  • Contact us at support@kitbound.co.uk within 48 hours of delivery where possible
  • Include clear photo evidence of the fault, damage, or incorrect item, along with your order number

In these cases:

  • You will not be charged for return postage
  • We will offer a replacement or full refund, including any original delivery charge
  • Refunds are processed within 14 days of us confirming the issue

Photo evidence is required in order for us to process the claim with our fulfilment partner, so please don't dispose of the item or packaging until your claim is resolved.

3. What Isn't Covered

We're unable to offer a refund or replacement where:

  • The fault results from normal wear and tear, misuse, or an accident after delivery
  • The item was returned outside the timeframes above without a valid faulty-goods claim
  • No photo evidence is provided for a faulty/damaged item claim, where reasonably requested

4. How to Start a Return

  1. Email support@kitbound.co.uk with your order number and reason for return (cancellation or fault)
  2. For faulty/damaged/incorrect items, attach clear photos
  3. We'll confirm next steps, including the return address if a physical return is needed
  4. Once received (or once cancellation evidence is confirmed), we'll process your refund within 14 days

5. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

6. Contact Us

Kitbound Email: support@kitbound.co.uk Website: kitbound.co.uk

Business address: Bartle House, 9 Oxford Court, Manchester, M2 3WQ