Returns & Refunds

Returns & Refunds Policy (UK, US & Canada)

Thank you for shopping with Kettl (“we”, “us”, “our”). We want you to feel confident in your purchase. This Returns & Refunds Policy explains your options if you need to return an item or request a refund. It is designed to be fair and transparent for customers in the United Kingdom, United States, and Canada, and it does not affect any statutory rights you may have under applicable law.

1. Return Window & Eligibility

You may request a return or refund within 30 days of delivery if:

  • The item arrives damaged or defective
  • You received an incorrect item
  • The item is not as described on our website
  • You changed your mind (see Section 2 for UK cancellation rights)

Please contact us as soon as possible once you notice an issue. This 30-day commercial policy sits alongside (and does not replace) your legal rights as a consumer.

2. UK Customers: Right to Cancel (Change of Mind)

If you are a consumer in the United Kingdom, you may have a legal right to cancel most online purchases within 14 days from the day after you (or someone you nominate) receives the goods, under applicable consumer protection rules.

To exercise this right, email us at support@kettl.shop within the 14-day period and include your order number and a clear statement that you wish to cancel.

3. US & Canada Customers: Change of Mind Returns

Customers in the United States and Canada may request a change-of-mind return within 30 days of delivery, provided the item is returned in unused condition and, where possible, in its original packaging.

Please note: return approvals may depend on the product type and condition upon return (see Section 7 for non-returnable items).

4. How to Request a Return

To start a return or refund request, email support@kettl.shop with:

  • Your full name
  • Your order number
  • Photos or video evidence (required for damaged/defective/incorrect items)
  • A short description of the issue or reason for return

Our team aims to respond within 24–48 hours with confirmation and next steps.

5. Return Shipping Costs

We cover or reimburse reasonable return shipping costs if the return is due to our error, including:

  • Item damaged in transit
  • Item defective
  • Wrong item received
  • Item significantly not as described

If you are returning an item because you changed your mind, ordered the wrong item, or selected the wrong size/colour:

  • You may be responsible for return shipping costs
  • Please return the item in its original condition (unused) and packaging where possible

In some cases, we may resolve the issue without requiring the item to be returned (for example, by offering a replacement or partial refund).

6. Refunds

Once your return is received and inspected (or once we confirm a refund is approved without a return), we will process your refund within 3–7 business days.

Refunds are issued to the original payment method used at checkout. Your bank or payment provider may take additional time to post the refund.

For UK customers exercising the legal right to cancel, we will refund the price paid for the goods and (where applicable) the cost of standard delivery in line with relevant consumer rules, once returned goods (or proof of return) are received.

7. Order Cancellations Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at support@kettl.shop. We will do our best to cancel the order and issue a full refund.

If an order has already shipped, you can follow the return process once it arrives.

8. Items That Cannot Be Returned

The following items may not be eligible for return or cancellation, except where faulty or not as described:

  • Custom-made or personalised items
  • Perishable goods (where applicable)
  • Sealed hygiene/intimate products once opened (for health protection reasons)
  • Digital products once download/access has begun (where applicable)

This list is not exhaustive and may be updated to reflect legal requirements and product categories.

9. Data & Privacy (Returns Processing)

When you request a return, refund, or cancellation, we process personal data (such as your name, contact details, delivery address, and order information) to manage and document your request, fulfil our obligations to you, and comply with legal and accounting requirements.

We handle personal data in accordance with applicable data protection laws. For more details, please see our Privacy Policy.

10. Contact Us

If you have any questions or need help with a return or refund, please contact:

  • Kettl
  • Email: support@kettl.shop
  • Address: 89 Runnymede Avenue BH11 9SG, Bournemouth, United Kingdom

This policy does not affect any statutory rights you may have as a consumer under applicable law.