Refund policy
Returns & Refund Policy
At Kwikley, we want you to shop with confidence. If you need to return an item, request a refund, or report an issue with your order, our customer support team is here to help.
30-Day Return Policy
We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.
To qualify for a return under our standard returns policy, your item must:
- Be in the same condition as when you received it.
- Be unused or unworn, with original tags where applicable.
- Be returned in its original packaging where reasonably possible.
These conditions do not affect your statutory consumer rights.
How to Request a Return
Starting a return is simple. You can contact our customer support team directly through WhatsApp.
Alternatively, email us at support@kwikley.com.
When contacting us, please provide your order number, the item you wish to return, and a brief explanation of your request.
Once your return request has been reviewed, we’ll provide instructions and the appropriate return address. Where applicable, we will also provide a return shipping label.
Please contact us before sending items back so we can ensure your return is directed to the correct location.
Return Shipping Costs
For change-of-mind returns under our voluntary 30-day policy, customers may be responsible for return shipping costs. We will explain any applicable costs and return arrangements before you send your item.
Where an item is faulty, damaged, incorrectly described, or otherwise does not meet your statutory rights, we will arrange an appropriate remedy in accordance with applicable consumer law, including covering reasonable return costs where required.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or different from what you ordered, contact us as soon as possible so we can investigate and resolve the issue.
You can also email support@kwikley.com.
Where possible, please include photographs of the issue to help us assess your request more quickly.
Exceptions and Non-Returnable Items
Certain products may be excluded from our voluntary returns policy or statutory change-of-mind cancellation rights, where permitted by law. These may include:
- Perishable goods, including certain food products, flowers and plants.
- Personalised or custom-made products.
- Certain sealed hygiene or personal care products once unsealed.
- Products that cannot safely be returned due to their nature, where a lawful exception applies.
Gift cards and sale items may have different voluntary return conditions. However, purchasing an item at a discounted price does not remove your statutory consumer rights.
If you’re unsure whether your item qualifies for a return, please contact us before sending it back.
Exchanges
If you’d like to exchange an item, the simplest option is to contact us to arrange a return and then place a separate order for your preferred replacement.
For faulty or incorrectly supplied items, your statutory rights to a repair, replacement, refund, or other appropriate remedy remain unaffected.
UK and European Consumer Cancellation Rights
For eligible online purchases, UK consumers generally have the legal right to cancel an order within 14 days of receiving their goods, without giving a reason.
After notifying us of cancellation, you generally have a further 14 days to return the goods.
Customers in the European Union may also have a statutory 14-day withdrawal right for eligible purchases.
Applicable legal exceptions may apply. Customers exercising statutory cancellation rights will receive refunds in accordance with the relevant law, including eligible standard delivery charges. Any lawful deductions for excessive handling will be explained where applicable.
Our voluntary 30-day return policy is offered in addition to these rights.
Refunds
Once your returned item has been received and assessed, we will notify you about your refund.
Approved refunds will be issued to your original payment method. We aim to process voluntary return refunds within 10 business days of completing our assessment.
Where statutory cancellation rights apply, refunds will be processed within the legally required timeframe. For qualifying cancellations, this is generally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Please allow additional time for your bank or payment provider to display the refund.
If more than 15 business days have passed since your refund was approved, please contact us.
Email: support@kwikley.com
Need Help?
Whether you have a question about your order, need to arrange a return, or want an update on your refund, our team is happy to assist.
Alternatively, contact support@kwikley.com.
We aim to make the returns process as straightforward and transparent as possible.