Returns and refunds
At Kravix, we want you to be happy with your purchase.
If you have received an item that is damaged, faulty, incorrect, or you simply need to return an eligible product, please contact us and we'll help you through the process.
This policy explains how returns, refunds and faulty or damaged products are handled.
Your Right to Cancel
If you are a consumer purchasing online in the UK, you may generally have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.
You then generally have a further 14 days to return the goods after telling us that you wish to cancel.
There are some exceptions to these cancellation rights, including certain goods that are sealed for health or hygiene reasons where the seal has been broken after delivery.
Nothing in this policy affects your statutory consumer rights.
How to Request a Return
If you would like to return an eligible item, please contact us before sending the product back.
Please provide:
- Your order number
- Your full name
- The email address used to place the order
- The product you wish to return
- The reason for the return, where applicable
We'll then provide you with the relevant return instructions.
Please do not send items back to the address shown on your parcel or to another address without contacting us first.
Condition of Returned Products
Returned products should, where possible, be in their original condition and packaging.
For health and hygiene reasons, certain products may not be eligible for return once opened, unsealed or used where the law permits this exclusion.
If you are returning an item because you have simply changed your mind, you may be responsible for taking reasonable care of the goods while they are in your possession.
Where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to make a deduction from the refund where permitted by law.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or you receive the wrong product, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Photographs or other relevant evidence where appropriate
We will assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with your statutory consumer rights.
If an item is faulty, your legal rights may provide additional protections beyond the standard change-of-mind returns process.
Refunds
Once your return has been received and assessed, we'll let you know whether your refund has been approved.
Where a refund is due, it will normally be issued to the original payment method.
Refund processing times can vary depending on your payment provider or bank. Although we process approved refunds as promptly as possible, it may take several business days for the funds to appear in your account.
Where you exercise your statutory right to cancel an online purchase, we will generally refund the standard delivery cost you originally paid, subject to the applicable legal requirements.
If you selected a more expensive delivery option than our standard delivery service, we are generally only required to refund the cost of the least expensive standard delivery option available.
Return Delivery Costs
If you are returning an item because you have changed your mind, you may generally be responsible for the cost of returning the goods unless we have agreed otherwise or applicable law requires us to cover the cost.
If an item is faulty, damaged, incorrect or does not conform to the contract, we will deal with the return in accordance with your statutory consumer rights.
Exchanges
If you would prefer an exchange rather than a refund, please contact us before returning your item.
Depending on the product and circumstances, we may be able to arrange a replacement.
Where an exchange is not possible, we'll explain the available options, which may include a refund.
Non-Returnable Items
Certain products may not be eligible for return where permitted by law.
This can include products that:
- Have been opened or unsealed for health or hygiene reasons
- Have been used or consumed
- Have been personalised or made specifically for you
- Are otherwise excluded from cancellation rights under applicable law
This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
Orders That Have Not Yet Been Dispatched
If you change your mind about an order shortly after placing it, contact us as soon as possible.
If the order has not yet entered the fulfilment or dispatch process, we may be able to cancel it before it is shipped.
Once an order has entered fulfilment or has been dispatched, our normal cancellation and returns process may apply.
Important Information
We reserve the right to refuse a return where the product does not meet the applicable return requirements, except where doing so would conflict with your statutory consumer rights.
Nothing within this policy is intended to remove, restrict or replace any rights you have under UK consumer protection law.
If you have a question about whether your order is eligible for a return or refund, please contact us before sending the product back.
Contact Us
If you need help with a return, refund or order issue, please contact our customer support team.
Email: support@kavix.co.uk
Please include your order number in your message so we can deal with your enquiry as efficiently as possible.
Kravix Customer Support
We're here to make your experience with Kravix as straightforward as possible.