Refund policy

RETURN AND REFUND POLICY

Last updated: 28 July 2026

Thank you for shopping with Kessy Wounder.

We want you to be satisfied with your purchase. This Return and Refund Policy explains your rights, how to cancel an order, how to return an item and how refunds are processed.

This Policy applies to purchases made through kessywounder.store by consumers in the United Kingdom. Nothing in this Policy limits or excludes your statutory rights under applicable UK consumer law.

1. Your Right to Cancel an Online Order

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have the right to cancel your purchase without giving a reason.

You may notify us that you wish to cancel your order at any time from the date the order is placed until 14 calendar days after the day on which you, or a person nominated by you, receives the goods.

Where an order contains multiple items delivered separately, the cancellation period will normally begin on the day after the final item is received.

To exercise your right to cancel, you must send us a clear statement confirming your decision before the cancellation period expires.

You may contact us at:

Email: support@kessywounder.store

You may also use the model cancellation form at the end of this Policy, although using that form is not compulsory.

Customers purchasing online generally have 14 days after receiving their goods to notify the retailer that they wish to cancel.

2. Returning an Item After Cancellation

After notifying us that you wish to cancel, you must return the goods without undue delay and no later than 14 calendar days after the date on which you informed us of your decision to cancel.

Please contact us before sending a return. We will provide the correct return instructions and, where applicable, a return authorisation.

Returns must be sent to:

Kessy Wounder Returns

Unless we have agreed otherwise in writing, please do not send products to any address shown on the original parcel or shipping label. The sender’s address may not be our authorised returns facility.

We strongly recommend using a tracked delivery service and retaining the postage receipt until your return and refund have been completed.

3. Condition of Returned Products

You may inspect and handle a product only as reasonably necessary to establish its nature, characteristics and functionality, in the same way that you would normally inspect it in a physical shop.

For clothing, footwear and accessories, this generally means that you may carefully try the item on indoors but should not wear or use it beyond what is reasonably necessary to determine whether it is suitable.

Where reasonably possible, returned items should be:

  • Unworn, other than for reasonable fitting;

  • Unwashed;

  • Free from stains, odours, cosmetics, pet hair or other damage;

  • Returned with their original tags, accessories and packaging;

  • Returned with any protective covers, boxes or documentation supplied with them.

The absence of original packaging does not automatically remove your statutory cancellation rights. However, we may make an appropriate deduction from the refund where handling beyond what is reasonably necessary has reduced the value of the goods.

Customers are permitted to inspect products as they would in a shop, but a retailer may reduce a refund where unnecessary use or damage has diminished the product’s value.

4. Return Delivery Costs

Where you are returning an item because you have changed your mind, selected the wrong size or no longer want the product, you are responsible for the direct cost of returning the goods, unless we have expressly agreed to cover that cost.

Kessy Wounder will cover reasonable return delivery costs where:

  • The product is faulty;

  • The product is damaged when delivered;

  • The wrong product was supplied;

  • The product is materially different from its description; or

  • We are otherwise legally required to cover the return cost.

Please contact us before returning a faulty, damaged or incorrect item so that we can provide appropriate instructions.

We will not normally reimburse premium, express or unusually expensive return delivery methods unless we authorised that method before the item was sent.

5. Refunds for Cancelled Orders

Where you validly cancel an eligible order, we will refund:

  • The price paid for the returned goods; and

  • The cost of the least expensive standard delivery method offered by us for the original order.

If you selected an enhanced, priority or express delivery service, we are not required to refund the additional amount paid above the cost of our standard delivery service.

Refunds will be processed without undue delay and normally within 14 calendar days after the earliest of:

  • The date on which we receive the returned goods; or

  • The date on which you provide satisfactory evidence that the goods have been sent back.

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

The law requires the standard outbound delivery cost to be refunded, but not the additional cost of a more expensive delivery option selected by the customer.

6. Refund Method

Refunds will normally be issued using the same payment method used for the original transaction, unless you expressly agree to another method.

You will not be charged an administration fee for receiving a legally required refund.

After we process a refund, your bank, card issuer or payment provider may require additional time to credit the funds to your account. Processing times controlled by a payment provider are outside our direct control.

7. Faulty, Damaged or Misdescribed Products

Under the Consumer Rights Act 2015, goods supplied by Kessy Wounder must be:

  • Of satisfactory quality;

  • Fit for their intended purpose;

  • As described;

  • Free from undisclosed defects; and

  • Consistent with any sample or model provided, where applicable.

If an item arrives faulty, damaged, incorrect or materially different from its description, please contact us promptly at support@kessywounder.store.

Please include:

  • Your full name;

  • Your order number;

  • A description of the issue; and

  • Photographs or video of the issue, where reasonably possible.

Photographs may help us assess and resolve the issue more quickly, but a failure to provide photographs does not automatically remove your statutory rights.

8. Short-Term Right to Reject Faulty Goods

Where goods do not conform to the Consumer Rights Act 2015, you may have a short-term right to reject them and receive a full refund if you exercise that right within 30 days, beginning from the date on which ownership or possession of the goods passes to you, subject to the applicable legal rules.

The normal statutory short-term right to reject faulty goods lasts 30 days.

Where this right applies:

  • We will provide appropriate return instructions;

  • We will bear reasonable return costs;

  • The refund will include the amount paid for the affected goods; and

  • The refund will be issued without undue delay and within the legally required timeframe.

The 30-day right does not apply merely because you changed your mind. Change-of-mind cancellations are governed by the separate 14-day cancellation rights described above.

9. Repair or Replacement

Where the short-term right to reject has expired, you may be entitled to request a repair or replacement.

A repair or replacement must be provided:

  • Within a reasonable time;

  • Without significant inconvenience to you; and

  • At no additional cost to you.

We may provide the alternative remedy where your selected remedy would be impossible or disproportionate compared with the other available remedy.

If a repair or replacement is unsuccessful, impossible, not completed within a reasonable time or would cause significant inconvenience, you may be entitled to a price reduction or to exercise a final right to reject the goods.

UK consumer law provides rights to repair or replacement and, in qualifying circumstances, a price reduction or final rejection.

10. Faults Reported Within Six Months

Where a fault becomes apparent within the first six months after delivery, the product will generally be treated as having been faulty when supplied unless we can demonstrate otherwise or that presumption is incompatible with the nature of the goods or fault.

After the first six months, you may be required to demonstrate that the fault existed when the product was supplied.

These rules do not cover damage caused by:

  • Normal wear and tear;

  • Accidental damage;

  • Misuse or improper care;

  • Failure to follow washing, care or maintenance instructions;

  • Unauthorised alterations or repairs; or

  • Damage caused after delivery.

Official UK guidance states that goods returned with a fault within six months will generally require repair or replacement unless the seller can prove that the goods were not faulty when purchased.

11. Incorrect or Incomplete Orders

Please inspect your order as soon as reasonably possible after delivery.

If you receive an incorrect item or an item is missing from your order, contact us at support@kessywounder.store with your order number and details of the issue.

Once verified, we will arrange an appropriate remedy, which may include:

  • Supplying the correct or missing item;

  • Providing a replacement;

  • Issuing a full or partial refund; or

  • Providing return instructions at our expense.

12. Exceptions to the Right to Cancel

The statutory right to cancel may not apply to certain products, including:

  • Goods made to your specifications;

  • Clearly personalised or customised goods;

  • Goods that are liable to deteriorate or expire rapidly;

  • Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;

  • Sealed audio recordings, video recordings or computer software once unsealed;

  • Digital content supplied immediately after the customer has expressly consented to immediate supply and acknowledged the loss of the cancellation right; and

  • Other goods or services excluded by applicable law.

For hygiene-sensitive products, including pierced jewellery where supplied in sealed hygiene packaging, a change-of-mind return may be refused after the hygiene seal has been removed or broken. This exclusion does not apply where the item is faulty, damaged, misdescribed or otherwise does not conform to your statutory rights.

UK guidance recognises exceptions for personalised goods and sealed hygiene-sensitive goods once opened.

13. Sale and Promotional Items

Products purchased during a sale, promotion or with a discount code have the same statutory rights as products purchased at full price.

A reduced price does not remove your rights where the product is faulty, damaged, misdescribed or unsuitable for its intended purpose.

Where a product was discounted because of a specific defect that was clearly disclosed before purchase, you may not be entitled to claim a remedy for that particular disclosed defect.

Customers retain the same legal refund rights for sale items as for full-price items.

14. Exchanges

Where stock is available, we may offer an exchange for a different size, colour or product.

Exchanges for change-of-mind returns are subject to:

  • The product meeting the return conditions;

  • The requested replacement being available;

  • Any difference in price being paid or refunded; and

  • The customer covering applicable return or redelivery costs, unless otherwise agreed.

Where a direct exchange is unavailable, you may return the eligible item for a refund and place a new order.

Nothing in this section limits your legal rights regarding faulty, damaged, incorrect or misdescribed goods.

15. Cancelling an Order Before Dispatch

Contact us as soon as possible if you wish to cancel or amend an order before dispatch.

We will attempt to process your request, but we cannot guarantee that an order can be stopped after it has entered fulfilment or been handed to a delivery carrier.

If the order has already been dispatched, you may exercise your applicable cancellation and return rights after receiving it.

16. Refused and Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not always constitute a clear notice of cancellation.

You should contact us directly at support@kessywounder.store to confirm that you wish to cancel the order.

Where a parcel is returned to us because an incorrect or incomplete delivery address was supplied, or because the customer failed to collect it, reasonable additional delivery costs may be deducted or charged where permitted by law.

17. Proof of Purchase

We may request reasonable evidence that the product was purchased from Kessy Wounder.

Acceptable evidence may include:

  • An order confirmation;

  • An order number;

  • A receipt;

  • A payment record;

  • A bank or card statement; or

  • Other reasonable evidence of purchase.

UK retailers may request proof that an item was purchased from them.

18. Gifts

Refunds will normally be returned to the original payment method used by the person who placed the order.

Where permitted, we may offer store credit or an exchange to a gift recipient, but we are not required to refund money directly to someone other than the original purchaser.

19. Return Responsibility and Risk

You are responsible for the returned product until it reaches the authorised return address.

We recommend that you:

  • Use a tracked delivery service;

  • Obtain proof of postage;

  • Package the product securely; and

  • Keep your tracking information until the return is completed.

This does not affect situations where we arrange the collection or provide a prepaid return service.

20. Late or Missing Refunds

If you have received confirmation that a refund was processed but the funds have not appeared:

  1. Check the original payment account;

  2. Contact your card issuer, bank or payment provider;

  3. Allow for the provider’s normal processing period; and

  4. Contact us at support@kessywounder.store if the refund still cannot be located.

21. Statutory Claim Periods

Your statutory rights may continue beyond the cancellation, return or warranty periods described in this Policy.

Depending on the circumstances, consumers may have up to six years to bring a claim in England, Wales and Northern Ireland and five years in Scotland. This does not mean that every product is required to last for that entire period. The expected lifespan will depend on the product, its price, description, quality, use and other relevant circumstances.

Official UK guidance identifies claim periods of up to six years, or five years in Scotland.

22. Our Voluntary Policies and Your Legal Rights

Any commercial warranty, extended returns period, store credit or other voluntary remedy offered by Kessy Wounder is provided in addition to your statutory rights.

We will not use this Policy to exclude, restrict or misrepresent any consumer right that cannot legally be excluded or restricted.

It is unlawful for a retailer to restrict or remove a customer’s statutory rights or mislead customers about those rights.

23. Contact Information

For cancellations, returns, refunds or product issues, contact:

Trading name: Kessy Wounder
Website: kessywounder.store
Email: support@kessywounder.store

Customer service enquiries should be sent by email. Please include your order number whenever possible.

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel your contract.

To:
Kessy Wounder
[INSERT FULL BUSINESS OR CANCELLATION ADDRESS]
Email: support@kessywounder.store

I hereby give notice that I cancel my contract of sale for the following goods:

Description of goods:

Order number:

Ordered on:

Received on:

Name of customer:

Address of customer:

Customer’s signature:

Only required if this fo