Shopping online should feel risk-free. That’s why we’ve made our returns process as simple as possible. If something’s not right, just let us know.
1. Our 30-Day Return Promise
We offer a full 30-day return window on all orders — well beyond the 14-day minimum required by UK law (Consumer Contracts Regulations 2013). If you change your mind for any reason, simply return the item unused and in its original packaging within 30 days of delivery and we’ll refund you in full. No awkward questions.
Your legal rights: Under the UK Consumer Contracts Regulations 2013, you have a statutory right to cancel your order within 14 days of receiving it and receive a full refund. Our 30-day policy gives you even more time.
2. How to Return — Three Simple Steps
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1
Contact Us
Email returns@keldwickandbyrne.co.uk with your order number and reason for return. |
2
We Send Your Label
We’ll email you a prepaid return label within 1 working day. Print it, attach it, drop it off. |
3
Refund Issued
Once we receive your return, your refund is processed within 5–7 working days back to your original payment method. |
3. Refund Timeline
Once we’ve received and inspected your return, we’ll process your refund within 5–7 working days. You’ll receive a confirmation email the moment it’s done. Depending on your bank, funds may take a further 2–3 days to appear in your account — this is outside our control, but we’ll always refund our end promptly.
4. Damaged or Faulty Items
We take great care in packaging every order, but occasionally things happen in transit. If your item arrives damaged or faulty, please email us at returns@keldwickandbyrne.co.uk with a photo and your order number.
We will replace or refund you immediately — no quibble. For items under £20, we won’t ask you to return the damaged item. Just send us a photo and we’ll sort it straight away.
5. Exchanges
Yes, we offer exchanges. If you’d like a different size, colour, or variant, just let us know when you contact us to start your return. We’ll do our best to get the right item to you as quickly as possible. Exchanges are subject to stock availability.
6. Items That Cannot Be Returned
To keep things fair for everyone, the following items are non-returnable:
- Personalised or custom-made items (made specifically for you)
- Opened consumables (candles that have been burned, opened food items, etc.)
- Items returned after 30 days without prior agreement
- Items that are not in their original condition or packaging (unless faulty)
If you’re unsure whether your item qualifies, just drop us an email — we’d rather talk it through than leave you stuck.
7. Get in Touch
Our returns team is here to help. Reach us at kedlwickandbryne@gmail.com and we aim to respond within 1 working day. We’re a small team and we genuinely care — you’ll always speak to a real person.
Keldwick & Byrne Ltd • Returns policy last updated June 2026 • Your statutory rights under the UK Consumer Contracts Regulations 2013 are not affected by this policy.