Refund policy

Refunds at a glance

This policy explains when you can send something back and how we refund you. It sits alongside our terms & conditions.

There are two separate routes:

• You changed your mind: as a consumer you can cancel within 14 days of receiving your order, and we refund you.
• Something is wrong: if what you received is faulty, not as described or not fit for purpose, you are entitled to a remedy regardless of the period above.

Your right to change your mind

If you are a consumer buying at a distance, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

• Services: you have 14 days from the day of the contract. If you asked us to start within that period, you pay for what was provided before you cancelled.

To cancel, email contact@kellykanine.com with your name and order details within the period. A model cancellation form is available from us on request. We refund within 14 days using your original payment method.

When the change-of-mind right does not apply

The change-of-mind right does not apply to:

• a service that has been fully performed, where you asked us to start within the cancellation period and acknowledged you would lose the right once it was done.

These exceptions come from the Consumer Contracts Regulations 2013. They never affect your rights if something is faulty or not as described.

If something is wrong (your statutory rights)

If you are a consumer, the Consumer Rights Act 2015 gives you rights that nothing we write here can take away:

• Services must be performed with reasonable care and skill. If they are not, you can ask us to put it right or, where we cannot, for a price reduction.

This is a summary, not a limit on your statutory rights. To make a claim, email contact@kellykanine.com.

How and when we refund

We refund to the payment method you used, through Shopify Payments. Refunds are made within 14 days: for a change-of-mind return of goods, within 14 days of receiving them back (or of your proof of postage, whichever is sooner); otherwise within 14 days of agreeing the refund.

How quickly the money appears is then down to your bank or card issuer. We never charge a fee for making a refund.

Contact

Questions about a return or refund? Email contact@kellykanine.com with your order details and we will help. The date at the top shows when this policy last changed.