Refund policy
This Return and Refund Policy explains the procedures applicable to purchases made through kingsizex.shop.
Our objective is to handle cancellations, returns, refunds and product problems fairly and consistently while respecting mandatory consumer rights available to customers in the United Kingdom.
For assistance concerning a return or refund, contact:
Email: info@kingsizex.shop
Nothing in this policy excludes, limits or replaces rights available to consumers under applicable UK law.
14-Day Statutory Right to Cancel Online Purchases
Where the statutory right of cancellation applies to a distance contract, a consumer may cancel an eligible order without giving a reason.
For purchases of goods, the cancellation period generally expires 14 days after the day on which the customer, or a third party nominated by the customer other than the carrier, takes physical possession of the goods.
Where a single order contains multiple goods delivered separately, the applicable cancellation period may begin after receipt of the final relevant item as provided by law.
This statutory cancellation right is separate from rights relating to faulty or non-conforming products.
How to Exercise the Right to Cancel
To exercise an applicable statutory cancellation right, customers must communicate a clear decision to cancel before the applicable cancellation period expires.
Customers may contact us by email at:
The message should preferably contain:
- The customer's name;
- The order number;
- The product or products being cancelled; and
- A clear statement that the customer wishes to cancel the relevant purchase.
Customers do not have to use any particular wording provided their decision to cancel is clear.
Returning Goods Following Cancellation
After notifying us of a statutory cancellation, customers must return the applicable goods without undue delay and normally no later than 14 days after communicating the cancellation, unless another arrangement has been agreed.
Customers should contact info@kingsizex.shop before dispatching a return so that the appropriate return instructions can be provided.
Goods should not be sent to an address appearing on a parcel, supplier label or carrier document unless our customer-service team has confirmed that the address is the appropriate return destination.
Using an unauthorised return destination may result in significant delays in locating and processing the return.
Condition of Returned Goods
Customers may examine goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly comparable to how they could inspect them in a physical shop.
Customers should:
- Handle goods reasonably;
- Avoid unnecessary use;
- Keep accessories and components together;
- Take reasonable care while goods are in their possession; and
- Package returned goods securely.
Where permitted by law, we may make an appropriate deduction from a refund if the value of the goods has been diminished as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
This does not affect statutory rights concerning genuinely faulty goods.
Change-of-Mind Return Costs
For a statutory change-of-mind cancellation, the customer will normally be responsible for the direct cost of returning the goods unless:
- We have expressly agreed to bear that cost;
- The goods are faulty, damaged, incorrect or otherwise non-conforming in circumstances where we are legally responsible for the return cost; or
- Applicable law requires us to bear the cost.
We recommend using an appropriately tracked return method and retaining evidence of dispatch until the return has been completed.
Refunds Following Statutory Cancellation
Where a valid statutory cancellation applies, we will reimburse payments that must legally be refunded.
This will ordinarily include the amount paid for the returned goods and, where required by law, the cost of the least expensive standard delivery method offered for the original purchase.
Because kingsizex.shop provides free standard shipping on all orders, there is normally no standard outbound shipping charge to reimburse.
If an optional premium or expedited delivery method were made available and selected, any amount exceeding the cost of the least expensive standard delivery service does not have to be reimbursed where permitted by law.
Refund Timing
We will process refunds without undue delay and within the time required by applicable law.
For returned goods, we may generally withhold reimbursement until we have received the goods back or the customer provides evidence that the goods have been sent back, whichever occurs first, where permitted by law.
Once approved and processed by us, the time required for the amount to appear in the customer's account may depend on the bank, card issuer or payment provider.
Refund Method
Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and legally permissible.
We do not intentionally impose a refund fee simply because a customer exercises a statutory cancellation right.
Faulty, Damaged, Misdescribed or Non-Conforming Goods
Statutory rights for faulty or non-conforming goods are separate from the 14-day change-of-mind cancellation right.
Goods supplied to consumers must satisfy applicable statutory requirements, including requirements concerning satisfactory quality, fitness for purpose and conformity with description where those requirements apply.
If an item:
- Arrives damaged;
- Is defective;
- Is materially different from its description;
- Is the wrong product;
- Is missing important components; or
- Otherwise fails to conform to the contract,
please contact info@kingsizex.shop as soon as reasonably possible.
Include the order number, an explanation of the problem and, where useful, photographs or other reasonable evidence showing the issue.
Photographs can help us investigate quickly but will not be used to unlawfully deprive a customer of statutory rights.
Short-Term Right to Reject
Where the Consumer Rights Act 2015 applies, consumers may have a short-term statutory right to reject qualifying faulty or non-conforming goods.
That right generally lasts 30 days, subject to the rules and exceptions established by law.
Where a valid short-term right to reject is exercised, the consumer may be entitled to a refund.
Repair or Replacement
Depending on the circumstances and the stage at which a defect arises, a customer may have statutory rights to repair or replacement.
Where applicable, the remedy will be provided within a reasonable time and without significant inconvenience to the customer, subject to statutory rules concerning impossibility or disproportionate cost.
Further remedies, including an appropriate price reduction or final right to reject, may arise where statutory conditions are satisfied.
Return Costs for Faulty Goods
Where goods are validly rejected because they breach statutory consumer rights and we are legally responsible for their return, we will bear reasonable return costs in accordance with applicable law.
Customers should contact us before incurring substantial return expenses so that an appropriate return method can be arranged.
Incorrect Items
If you receive a product materially different from the product ordered, please contact:
Do not intentionally use an incorrect product once the error has been identified.
We will review the matter and, where appropriate, arrange a replacement, return, refund or other legally required remedy.
Items Damaged During Delivery
Where a package appears damaged upon delivery, customers are encouraged to photograph the external packaging and the goods.
Please contact us promptly so that we can investigate with the carrier and provide an appropriate solution.
A carrier investigation does not remove or reduce any statutory rights the customer has against the retailer.
Missing Items
If an order arrives with an item missing, contact info@kingsizex.shop with the order number and details of the missing product.
We may verify shipment records, package weight, fulfilment information or carrier records before resolving the claim.
Lost Deliveries
If tracking indicates a delivery problem or an order does not arrive within a reasonable period, please contact us.
We may investigate with the applicable carrier before determining whether replacement, refund or another remedy is appropriate.
Nothing in this process limits statutory rights relating to delivery.
Exceptions to Change-of-Mind Cancellation
Statutory cancellation rights may not apply to certain categories of goods or may be lost in circumstances specified by UK law.
Examples can include, where applicable:
- Goods made to the customer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
- Sealed audio recordings, video recordings or computer software once unsealed;
- Goods that become inseparably mixed with other items after delivery; and
- Other products expressly excluded from the statutory cancellation right by law.
An exception to a change-of-mind right does not automatically remove statutory remedies where goods are faulty or not as described.
Personalised and Custom-Made Goods
Products made specifically to a customer's instructions or clearly personalised may be excluded from the ordinary statutory change-of-mind cancellation right.
However, if a personalised product is faulty, materially incorrect or does not conform to the agreed specification, statutory consumer rights may still apply.
Hygiene-Sensitive Products
Where legally applicable, sealed goods that are unsuitable for return for health-protection or hygiene reasons may cease to qualify for change-of-mind cancellation after their seal has been broken.
This restriction does not remove rights concerning defects or lack of conformity.
Sale and Promotional Products
Statutory consumer rights apply to eligible goods regardless of whether they were purchased at full price, during a promotion or in a sale.
A discounted price does not remove legal rights relating to faulty or misdescribed products.
Exchanges
We do not guarantee that direct exchanges will always be available.
Where an exchange is requested, availability may depend on stock and fulfilment conditions.
Where a statutory refund right applies, that right does not depend upon acceptance of an exchange.
Refused Deliveries
Simply refusing delivery may not always provide sufficient information for us to determine the customer's intended legal action.
Customers who wish to cancel should also communicate their decision clearly to info@kingsizex.shop.
Additional carrier or handling consequences caused by an unjustified refusal may be considered where legally permissible.
Incorrect Address Provided by Customer
Customers are responsible for providing accurate delivery information.
If an incorrect or incomplete address causes a parcel to be returned, lost or otherwise undeliverable, we will review the circumstances before determining the appropriate resolution.
This provision does not affect rights arising from a failure for which we are legally responsible.
Chargebacks
We encourage customers to contact us first regarding unresolved order issues so that we have an opportunity to investigate and resolve the matter.
Nothing in this policy removes any lawful right a customer may have through a card issuer, payment service provider or statutory consumer-protection mechanism.
Fraudulent or Abusive Claims
We may investigate suspected fraudulent, fabricated or abusive return claims and may take reasonable action to protect the store and legitimate customers.
This does not permit us to reject a genuine statutory claim merely because a return is inconvenient or costly.
Statutory Rights
Nothing in this Return and Refund Policy is intended to restrict rights provided by the:
- Consumer Rights Act 2015;
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or
- Other mandatory UK consumer-protection legislation applicable to the transaction.
Where this policy conflicts with a mandatory statutory consumer right, the mandatory legal right prevails.
Contact Us
For cancellations, returns, refunds, damaged products, faulty products or other order concerns, contact:
Email: info@kingsizex.shop
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