Refund policy
REFUND POLICY
We want you to love what you've ordered. If something isn't right, we'll sort it — quickly and without fuss.
1. 30-Day Returns
You may return any item within 30 days of delivery for a full refund, provided it meets the following conditions: the item is unused and in its original condition, returned in original packaging with all included accessories, and has not been installed, mounted, or wired. Proof of purchase is required.
Items showing signs of installation or use cannot be returned.
2. Non-Returnable Items
The following cannot be returned: installed or mounted products, products that have undergone any electrical work, custom or personalised items (unless defective), and clearance items sold as final sale. Original shipping fees are non-refundable unless the item is faulty.
3. How to Return
To begin a return, email support@kaitoandco.co.uk with your order number, reason for return, and photos if the item is damaged. We'll respond within 24 hours with return instructions.
Please do not send items back before receiving instructions — returns sent without prior approval may not be processed.
4. Refunds
Once we receive and inspect your return, refunds are issued within 5–7 business days to your original payment method. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.
5. Damaged or Defective Items
If your order arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery. Keep the original packaging, take clear photographs, and email them to support@kaitoandco.co.uk. We will arrange a replacement or full refund, including any return shipping costs, at no charge to you.
6. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. You retain the right to cancel your order within 14 days of delivery without giving a reason.
7. Questions?
Email us at support@kaitoandco.co.uk — we aim to respond within 24 hours.