Refund policy

Returns and Refund Policy

We offer a 30-day return policy. This means that you may request a return within 30 days of receiving your order.

This policy is provided in addition to your statutory consumer rights and does not limit or replace those rights.

Starting a return

To request a return, contact us at info@krigerheim.co.uk and provide:

• Your name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs where the item is damaged, defective or incorrect

If your return is accepted, we will provide return instructions and the appropriate return address.

Please do not return products without contacting us first. Items sent to an unauthorised address, directly to a manufacturer or to an international fulfilment partner without our instructions may not be received or processed.

UK cancellation rights

For most goods purchased online, UK consumers have the right to cancel their order without giving a reason.

You must notify us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

Where an order contains several items delivered separately, the cancellation period begins on the day after the final item is received.

After notifying us of your cancellation, you must return the goods within a further 14 days.

Our voluntary 30-day return policy gives you additional time to request a return. Returns requested after the statutory 14-day cancellation period must satisfy the conditions of our voluntary return policy described below.

Condition of returned goods

During the statutory cancellation period, you may inspect and handle the goods only as you reasonably would in a physical shop.

We may make a reasonable deduction from the refund if the value of the goods has been reduced because they were handled beyond what was necessary to establish their nature, characteristics and operation.

For returns made under our voluntary 30-day return policy after the statutory cancellation period, the item must normally be:

• Unused and unworn
• In the condition in which it was received
• Complete with all supplied parts and accessories
• Accompanied by any tags, manuals and documentation
• Returned in its original packaging where reasonably possible
• Accompanied by the order number or other proof of purchase

Opening packaging solely to inspect a product does not automatically remove your statutory cancellation rights.

Return postage

For change-of-mind returns, the customer is normally responsible for the cost of returning the goods unless we agree otherwise.

We recommend using a tracked delivery service and retaining proof of postage. You are responsible for the returned goods until they are received at the return address provided by us.

Where an item is defective, damaged, incorrectly supplied or not as described, we will provide appropriate return instructions and will cover reasonable return costs where required. We may provide a prepaid return label or reimburse an agreed return-postage cost.

Please contact us before returning any item so that we can confirm the correct procedure and return address.

Damaged, defective or incorrect items

Please inspect your order as soon as possible after delivery.

• The item has arrived damaged
• The item is defective
• You have received the wrong item
• An item or component is missing
• The product is materially different from its description

Please include photographs of the product, packaging and delivery label where relevant. We will assess the issue and arrange an appropriate remedy.

Your statutory rights apply where goods are faulty, not of satisfactory quality, not fit for purpose or not as described. Depending on the circumstances, these rights may include a refund, repair, replacement or price reduction.

Where applicable, UK consumers may have a short-term right to reject faulty goods within 30 days of delivery.

Exceptions and non-returnable goods

Certain goods may be excluded from change-of-mind returns where permitted by law. These may include:

• Personalised, customised or made-to-order products
• Perishable goods
• Goods that deteriorate or expire rapidly
• Sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken
• Hazardous materials, flammable liquids or gases
• Digital products after downloading or access has begun, where the customer agreed to lose the cancellation right

Some first-aid, medical or personal-care components may be hygiene-sensitive and cannot be resold after their individual protective seal has been opened.

These exclusions do not affect your rights where an item is defective, damaged, incorrectly supplied or not as described.

Sale items are covered by the same statutory consumer rights as full-price items and may also be returned under our 30-day return policy, subject to the conditions above.

Exchanges

We do not normally process direct exchanges.

The fastest way to obtain a different product or variant is to return the original item and place a separate order after the return has been accepted.

If we supplied the wrong product or variant, contact us and we will arrange an appropriate replacement or refund.

Refunds

We will notify you after we receive and inspect your return.

Approved refunds will be issued to the original payment method. We will not charge an administration or refund fee.

Where you exercise your statutory cancellation right, we will refund:

• The price paid for the returned goods
• The cost of the least expensive standard delivery option offered for the order

Any additional amount paid for express, premium or upgraded delivery is not normally refundable unless the goods were defective, damaged or incorrectly supplied.

We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Any refund due under statutory cancellation rights will be processed without undue delay and no later than 14 days after we receive the returned goods or acceptable evidence that they have been returned.

After we issue the refund, your bank, card provider or payment service may require additional time to show the funds in your account.

Orders containing multiple products

Products from our UK Dispatch and Global Range collections may be shipped separately and may need to be returned to different addresses.

Please contact us before returning any part of a mixed order. We will provide the correct return instructions for each product.

Do not return a Global Range product directly to an overseas supplier unless we specifically instruct you to do so.

International customers

Customers outside the United Kingdom may have additional mandatory consumer rights under the laws applicable in their country.

Customers in the European Union may generally cancel eligible online purchases within 14 days of receiving the goods, without providing a reason, subject to applicable exclusions.

Where mandatory local consumer law provides greater protection than this policy, those mandatory rights will apply.

Contact us

For return, cancellation, exchange or refund enquiries, contact:

Email: info@krigerheim.co.uk

Please include your order number whenever possible so that we can assist you efficiently.