Returns made simple
At Kirnix, we want you to love your order. If something is not right, we’re here to help with a clear, fuss-free returns and refunds process.
Damaged, faulty or incorrect orders
If your item arrives damaged, faulty, or you have received the wrong item, email us as soon as you can so we can review it properly.
Please include:
– Your order number
– A short description of the issue
– Clear photos of the item and packaging
Once we’ve reviewed it, we’ll confirm the next step. That may be a replacement, refund, or another suitable resolution.
How to start a return
o request a return, email us with your order number and the reason for the return.
– Email us with your order number and reason for return
– Wait for return approval and instructions
– Send the item back if approved
Please do not send items back without contacting us first, as unapproved returns may not be accepted.
What can be returned
To be eligible for a return, your item must meet all of the following conditions:
– Requested for return within 30 days of delivery
– Unused and in its original condition
– Includes the original packaging where possible
Non-returnable items
We cannot accept returns for the following:
– Custom or personalised items, unless damaged or faulty
– Items returned in used condition
– Items returned incomplete or with missing parts not caused by us
– Extras sent back without return approval
– Return requests made more than 30 days after delivery
Return postage costs
Customers are responsible for return postage unless the item arrived damaged, faulty, or we sent the wrong item.
For higher-value returns, we recommend using a tracked service, as we cannot refund items that do not arrive back with us.
Refunds
Once your return has been received and checked, we will confirm whether your refund has been approved.
– Approved refunds are sent to the original payment method
– Refunds are processed within 7 working days
Your bank or card provider may take a little longer to show the funds
Please note
Shipping costs are non-refundable unless the return is due to damage, a fault, or our error.
Partial refunds
In some cases, only a partial refund may be given if an item is returned:
– In a condition that is not original
– With parts missing for reasons not caused by us
– Showing signs of use
If this applies, we will explain the reason clearly before processing anything.
Late or missing refunds
If you have not received a refund but it has been approved:
– Check your bank or card account again
– Contact your bank or card provider
– If it is still not showing, contact us for help
If all else fails, get in touch and we’ll help you find the next sensible step.
Exchanges
We do not offer direct exchanges.
If you would like a different item, request a return for the original item, wait for approval, then place a new order.
Gift returns
If the item was marked as a gift and sent directly to the recipient, we may issue store credit once the item has been received and approved.
If the item was purchased by the buyer and shipped to them first, any approved refund will go back to the original payment method. Shipping costs are shown clearly at checkout before payment.
If you’re unsure whether your item is eligible for a return, or you need help with a damaged or incorrect order, email us and we’ll point you in the right direction.
Email: hello@kirnix.co.uk
