Refund policy

Returns, cancellations and refunds

We hope you love your Kendal & Green order. If you have any questions or concerns, please contact us at hello@kendalandgreen.co.uk.

Cancelling an online order 

Pre-order cancellations

We understand that plans can change.

If you have placed a pre-order for a Kendal & Green Agenda or Starter Bundle and wish to cancel before dispatch, please contact us at hello@kendalandgreen.co.uk with your order number.

Where your order has not yet been dispatched, we will normally arrange cancellation and a full refund to your original payment method.

If an estimated dispatch date changes significantly, we will contact affected customers with an update and explain their available options, including cancellation and a refund where applicable.

Once your order has been delivered, your statutory cancellation and return rights continue to apply as explained in this policy.

Nothing in this policy affects your statutory consumer rights.

You have the right to cancel your order within 14 days of receiving it, without giving a reason. To exercise this right, email hello@kendalandgreen.co.uk within the 14-day cancellation period.

After notifying us, you must return the item within a further 14 days. Please contact us before sending anything back so that we can provide the correct return instructions and address.

Condition of returned items

You may inspect an item as you would in a shop. Returned items should be in their original condition and packaging and must not have been handled beyond what is reasonably necessary to establish their nature, characteristics and function.

We may make a reasonable deduction from the refund if an item’s value has been reduced because it has been handled beyond what is necessary.

Return postage

For change-of-mind cancellations, the customer is responsible for the cost of returning the item. We strongly recommend using a tracked postal service, as the item remains your responsibility until it reaches us.

If an item is faulty, damaged, misdescribed or incorrect, Kendal & Green will cover the reasonable return cost.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or incorrect. Email hello@kendalandgreen.co.uk with your order number and photographs where appropriate so that we can resolve the issue.

Your statutory rights are not affected by this policy.

Exceptions

Personalised or custom-made products cannot normally be returned because you have changed your mind. This does not affect your rights where an item is faulty, damaged, misdescribed or incorrect.

Gift cards cannot be returned or exchanged for cash, except where required by law.

Sale items

Sale items have the same statutory cancellation and consumer rights as full-price items.

Exchanges

We do not currently offer direct exchanges. If you would like a different item, please return the original item in accordance with this policy and place a new order.

Refunds

Once we receive your return—or receive evidence that it has been sent back—we will process any refund due without undue delay and no later than 14 days afterwards.

Approved refunds will be made to the original payment method. We will also refund the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or express delivery service is not refundable.

Your bank or payment provider may take additional time to credit the funds to your account