Return Policy

At Kefino.com, each product is uniquely created for you upon order, reflecting our commitment to quality and customisation. Due to the made-to-order nature of our products, we have a specific return policy outlined below. Your satisfaction is important to us, and we are dedicated to resolving issues related to product quality or order accuracy.

1. General Policy for All Orders

Given that all our products are "made to order" and often personalised, we generally do not accept returns or offer refunds for a change of mind, incorrect size/colour choices (unless due to our error), or if you simply no longer want the item in line with consumer protection laws in both the UK and the EU.

Returns and Refunds are only accepted if:

  • The product is damaged upon arrival: This includes manufacturing defects or damage incurred during shipping.

  • The product is significantly different from what was ordered: This refers to receiving an incorrect design, an item materially different from its description, or a major discrepancy in customisation.

2. How to initiate a return for damaged or incorrect items

If your item falls under the eligible return conditions (damaged or significantly different from what was ordered), please follow these steps:

  1. Contact Us Within 14 Days: You must notify us within 14 calendar days of receiving your order. Please email our customer service at hello@kefino.com with the following information:

    • Your order number.

    • A clear description of the issue (e.g., type of damage, what is incorrect).

    • Photographs or videos clearly showing the defect or discrepancy. This is crucial for us to assess the issue and expedite the resolution process.

  2. Assessment and Resolution: Once we receive your notification and evidence, we will review your case. We may require you to return the item.

    • If a return is required, we will provide you with detailed instructions, including the return address and, where applicable, a pre-paid shipping label. Please do not send items back without our confirmation.

    • Upon receipt and inspection of the returned item, if the fault is confirmed, we will offer a full refund or a replacement, as per your preference and product availability.

  3. Refund Processing:

    • Refunds will be processed within 10 calendar days of our receipt of the returned item or, if a return is not required, within 10 days of confirming the issue.

    • Refunds will be issued to the original payment method used for the purchase.

3. Specific Provisions by Shipping Destination

Our commitment to quality and accuracy remains consistent regardless of destination. However, certain legal frameworks influence how issues are handled.

A. Orders Shipped to the United Kingdom (UK)

  • Your Rights (Consumer Rights Act 2015): As a consumer in the UK, you are protected by the Consumer Rights Act 2015. This means your products must be of satisfactory quality, fit for purpose, and as described.

  • Made-to-Order Exemption: For "made-to-order" or "personalised" goods, the standard 14-day "cooling-off period" for changing your mind does not apply.

  • Faulty/Incorrect Items: If your item is faulty, damaged, or not as described, you have a legal right to a refund, repair, or replacement.

    • Within 30 days of receipt: You can reject the faulty goods and request a full refund.

    • Within 6 months of receipt: If a fault develops and cannot be repaired or replaced, you are generally entitled to a full refund in most cases.

    • Beyond 6 months (up to 6 years): You may still be entitled to a partial refund or repair if the goods do not last a reasonable length of time, though you may need to prove the fault existed at the time of purchase.

  • Return Shipping Costs: If the return is due to a product being damaged, faulty, or incorrect, Kefino.com will cover the cost of return shipping.

B. Orders Shipped to European Union (EU) Countries (Fulfilled in the EU)

  • Your Rights (EU Consumer Rights Directive 2011/83/EU): Consumers in the EU are protected by the Consumer Rights Directive, implemented in each EU member state.

  • Made-to-Order Exemption: Similar to the UK, the right of withdrawal (14-day cooling-off period) does not apply to the supply of goods that are made to the consumer’s specifications or are clearly personalised (Article 16(c) of Directive 2011/83/EU).

  • Damaged/Incorrect Items: If your product is damaged or significantly different from what was ordered (e.g., incorrect design or major error in personalisation on our part), you have rights under the consumer protection laws of your EU member state. We will provide a remedy (refund or replacement) in accordance with these laws.

  • Return Shipping Costs: If the return is due to a product being damaged or incorrect, Kefino.com will cover the cost of return shipping.

C. Orders Shipped to the Rest of the World

  • Policy Basis: For orders shipped outside of the UK and EU, our return policy for damaged or incorrect goods still applies as outlined in Section 1 and 2. While specific local consumer laws may vary by country, our commitment to providing undamaged and accurate products remains.

  • Customs Duties & Taxes: Please note that for international returns, any customs duties, taxes, or fees incurred during the original shipment or the return process are the responsibility of the customer, unless the return is due to our error (damaged or incorrect product).

  • Return Shipping Costs: If the return is due to a product being damaged or incorrect, Kefino.com will cover the cost of basic return shipping. We recommend using a trackable shipping method.

4. Important Notes

  • Proof of Purchase: All returns and refund requests must be accompanied by valid proof of purchase (e.g., order confirmation email, invoice).

  • Condition of Returned Items: Items must be returned in their original condition (unless damaged), ideally in their original packaging. We reserve the right to refuse a refund or replacement if the item has been misused, altered, or damaged by the customer.

  • Processing Time: While we aim to process all claims quickly, please allow up to 14 business days from the date we receive the returned item for refunds to be processed and appear on your statement.

  • Contact Us: For any questions regarding our return policy, or to initiate a return, please contact us at hello@kefino.com.