Returns and Refunds

RETURNS AND REFUNDS POLICY

We want you to love every piece you buy from Kandoravela. If something is not quite right, this policy explains how to return it and get a refund. This policy does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.

YOUR RIGHT TO CANCEL

You have the right to cancel your order for any reason within 14 days of the day you receive it. If your order arrives in more than one parcel, the 14 days start from the day you receive the last item.

To cancel, simply tell us within this 14 day period by emailing info@kandoravela.com with your name, order number and the items you would like to return. Once you have told us, you then have a further 14 days to send the items back to us.

CONDITION OF RETURNED ITEMS

You are welcome to handle and inspect your items as you would in a shop. To receive a full refund, items should be returned unused, in the same condition you received them, and ideally in their original packaging.

If an item has been used, damaged or handled more than necessary to inspect it, we may reduce your refund to reflect the loss in value.

HOW TO RETURN AN ITEM

1. Email us at info@kandoravela.com with your order number and the items you want to return.
2. We will reply with our returns address and any instructions you need.
3. Pack your items securely. Many of our pieces are fragile, so please use plenty of protective packaging to make sure they arrive back safely.
4. Include a note with your order number inside the parcel.
5. Send the parcel using a tracked service and keep your proof of postage until your refund has been processed.

RETURN SHIPPING COSTS

If you are returning an item because you changed your mind, you are responsible for the cost of sending it back to us. If the item is faulty, damaged or not what you ordered, we will cover the cost of the return.

REFUNDS

Once we receive your return, we will inspect it and let you know by email. Your refund will be issued to your original payment method within 14 days of us receiving the items back, or within 14 days of you providing proof that you have sent them, whichever is sooner.

If you cancel your entire order, we will also refund the standard delivery cost. If you chose Insured Express Shipping, we will refund the equivalent of our free standard shipping, as the additional £2.95 was for an upgraded service.

Please allow a few extra business days for your bank or card provider to show the refund in your account. If you have not received your refund after this time, please contact us at info@kandoravela.com.

DAMAGED OR FAULTY ITEMS

We pack every order with care, but if your item arrives damaged or faulty, please contact us within 48 hours of delivery at info@kandoravela.com. Include your order number, a short description of the problem and photos of the item and the packaging.

Under the Consumer Rights Act 2015, if an item is faulty, not as described or not fit for purpose, you are entitled to a full refund within 30 days of delivery. After 30 days, you are entitled to a repair or replacement, and if that is not possible or does not fix the problem, a refund.

Please remember that many of our pieces have aged, distressed or hand finished surfaces. Small variations in colour, texture and finish are part of the vintage style design and are not considered faults.

EXCHANGES

If you would like a different item, please return the original for a refund and place a new order. This is the quickest way to make sure you get the piece you want while it is still in stock.

ITEMS THAT CANNOT BE RETURNED

Items that have been made or personalised to your specific requirements cannot be returned unless they are faulty.

CONTACT US

If you have any questions about returns or refunds, we are happy to help:

Email: info@kandoravela.com
Phone: +447719368448

Kandoravela (USHNA LTD)
3 Bute Street
Stoke-on-Trent
England
ST4 3PW