Refund policy

 Refund & Returns Policy 

Last updated: 22/07/2025 

This Refund & Returns Policy explains your rights and our procedures regarding cancellations, returns, and faulty goods under UK law. It applies to all purchases made through our online store. 

This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. 

 

1. Definitions 

  • Consumer: A natural person who is acting for purposes outside their trade, business, craft or profession. 

  • Faulty goods: Items that are defective, damaged on arrival, or not as described. 

  • Unused goods: Items returned in the condition received, without signs of wear or use. 

  • Original packaging: The packaging provided when you received the item, including labels, tags, and any protective materials. 

 

2. Who This Policy Applies To 

This policy applies to consumers purchasing goods for personal use. It does not cover business-to-business transactions. 

 

3. Your Right to Cancel (Change of Mind) 

You have the legal right to cancel your order within 14 calendar days of receiving your goods, without giving any reason. 

To cancel your order, you must notify us in writing within this 14-day period. You then have a further 14 calendar days to return the goods to us. 

To cancel your order, please contact us at: 
 Email: [Insert Contact Email] 

 

4. Return Conditions for Cancellations 

  • Items must be returned unused, unworn, and in their original packaging, with all tags intact. 

  • You are responsible for the cost of return postage unless the item is faulty, damaged, or incorrect. 

  • We recommend using a tracked or insured postal service for your return, as we cannot accept responsibility for items lost in transit. 

  • Returns must be received within 14 calendar days of your cancellation notification. 

Return Address: 
 KANDY APPAREL UK LIMITED 
 10 Cherry Tree Drive 
 Coventry, West Midlands 
 CV4 8LZ 
 United Kingdom 

 

5. Items Not Eligible for Return 

For hygiene, safety, and legal reasons, we cannot accept returns of: 

  • Opened gym chalk products 

  • Used or worn clothing or apparel 

  • Items damaged or altered after delivery 

  • Gift cards or digital downloads (if applicable) 

  • Customised or personalised products 

 

6. Faulty or Damaged Items 

If your item arrives faulty, damaged, or incorrect, please notify us within 30 calendar days of receipt, providing photographs or video evidence where possible. 

Upon confirmation of the fault, we will offer you: 

  • A full refund, or 

  • A replacement item, or 

  • A repair (where appropriate) 

For claims made after 30 days, your statutory rights under the Consumer Rights Act 2015 still apply. We may require an inspection or manufacturer’s assessment. 

Return postage costs for faulty or incorrect items will be reimbursed upon approval. 

 

7. Who Pays for Return Shipping? 

You are responsible for the cost of returning items unless: 

  • The item is faulty, damaged, or not what you ordered; in which case, we will reimburse reasonable return postage costs once your claim is approved. 

  • We recommend using tracked postal services as we are not liable for items lost in transit. 

 

8. Refund Processing 

Once your return is received and inspected: 

  • We will notify you by email of the outcome (approved or rejected). 

  • Approved refunds will be issued to your original payment method within 14 business days. 

  • If the goods are returned in a condition that reduces their value beyond normal inspection, we reserve the right to deduct an appropriate amount from your refund. 

 

9. Restocking and Handling Fees 

We reserve the right to deduct a reasonable restocking fee from your refund if returned goods show signs of use or damage beyond necessary inspection. 

 

10. Fraud & Return Abuse 

We monitor returns for patterns of abuse including: 

  • Repeated false claims of faulty or non-delivery 

  • Excessive returns or suspicious usage 

  • Use of products prior to return 

  • Tampering with packaging or product contents 

In such cases, we may request identity verification, refuse refunds, or take legal action. 

 

11. Exchanges 

We do not offer direct exchanges. Please return the unwanted item (if eligible) and place a new order for your desired product separately. 

 

12. Dispute Resolution 

If you are dissatisfied with how your return or refund has been handled, you may: 

  • Contact us to resolve the issue amicably. 

 

13. Legal Rights 

This policy does not affect your statutory rights under UK consumer law. 

 

14. Contact Us 

If you have any questions or need assistance, please contact: 

KANDY APPAREL UK LIMITED 
 Email: [Insert Contact Email] 
 Registered Office: Gables House, 62 Kenilworth Road, Leamington Spa, CV32 6JX, United Kingdom 
 Company Number: 15574159