Refund policy

Return shipping
If your return is accepted, you are responsible for arranging and paying for the return shipping in full. We do not cover, contribute to, or reimburse any return shipping costs, unless the item is faulty, damaged, or incorrect (see “Damages and issues” below).

Return shipping must be tracked. You must use a trackable, insured shipping service and retain proof of postage and tracking information. We are not responsible for items lost, delayed, or damaged in transit back to us. If a tracking number is not provided and we do not receive the returned item, we will be unable to process a refund, as we have no way of confirming the item was sent. Returns sent without tracking are made entirely at the customer’s own risk.

Items sent back to us without first requesting a return will not be accepted.

Customs, duties, and import taxes
All customs duties, import taxes, and any related fees charged by customs authorities or couriers on international orders are the customer’s sole responsibility and are separate from, and in addition to, the price paid at checkout. We do not collect, prepay, or reimburse these charges under any circumstances, including in the case of a return, cancellation, or refused delivery. If a parcel is refused or returned to us due to unpaid customs charges, any costs incurred by us as a result (including return shipping and customs fees) will be deducted from any refund owed.

International orders
For orders shipped outside the UK, please note that customs duties and import taxes are not included in your order total. These are charged separately by the courier or customs authority upon delivery, and are payable directly by the customer.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. In these cases only, we will cover the cost of return shipping.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Order cancellations
Once an order is placed, we’re unable to accept cancellation requests, as orders are processed for shipping promptly.

European Union 14-day cooling-off period
If the merchandise is being shipped into the European Union, you have the legal right to cancel or return your order within 14 days, for any reason and without justification, in accordance with EU consumer protection law. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. The return shipping and tracking requirements above still apply.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@kabanaandco.com.