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Returns & Refunds Policy

 

Effective Date: [January 2026]

Amended June 2026

At KKOL, we take great care in preparing and packaging every order. If there is a problem with your purchase, we will do our best to resolve it quickly and fairly.

This policy explains your rights and our returns process. Nothing in this policy affects your statutory rights under UK consumer law.

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1. Contact Us First

If you wish to return a product, please contact us before sending it back.

Email: team@kkol.co.uk

Providing your order number and a brief description of the issue will help us process your request as quickly as possible. We always encourage customers to contact us first. In many cases, we can resolve an issue without the need to return a product.

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2. Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive:

  • a damaged product;

  • a faulty product; or

  • an incorrect item,

please contact us as soon as possible and, where possible, within 14 days of delivery.

To help us investigate your claim, we may ask you to provide photographs of:

  • the product;

  • any damage; and

  • the packaging.

Depending on the circumstances, we may offer:

  • a replacement;

  • an exchange;

  • a repair (where appropriate); or

  • a full or partial refund.

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3. Returning Products

Before returning any item, please wait for our return instructions.

Unless the return is due to our error or a faulty product, you are responsible for ensuring the item reaches us safely.

We recommend using a tracked postal service and keeping (send us) proof of postage until your return has been processed.

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4. Return Postage Costs

We will reimburse reasonable return postage costs where:

  • we supplied the wrong product;

  • the product is faulty;

  • the product arrived damaged; or

  • we have asked you to return the item because of our error.

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If you are returning an unwanted item, return postage costs are your responsibility unless we agree otherwise.

5. Hygiene and Used Products

For health protection and hygiene reasons, we cannot accept returns of products that have been opened or used unless:

  • they are faulty;

  • they were supplied incorrectly; or

  • your statutory rights provide otherwise.

This includes products such as skincare, cosmetics and other personal care products where the hygiene seal has been broken or the product has been used.

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6. Change of Mind

If you change your mind after receiving your order, please contact us as soon as possible.

Your rights to cancel or return an order may depend on the type of product purchased and whether it has been opened, used or personalised.

Where you have a legal right to cancel your purchase under the Consumer Contracts Regulations, returned items must be:

  • unused;

  • in their original condition; and

  • returned with any original packaging where reasonably possible.

Refunds will be made using the original payment method.

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7. Refunds

Once we have received and inspected your returned item, we will notify you of the outcome.

If a refund is approved, it will be processed using your original payment method.

Please allow a reasonable period for your bank or payment provider to process the refund after we have issued it.

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8. Promotional Offers

If your order included a promotional discount, bundle offer or free gift, any refund may be adjusted if returning part of the order means the promotion's qualifying conditions are no longer met.

Where applicable, we may ask that any free gift supplied with the order is also returned.

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9. Products That Cannot Be Returned

Unless faulty or otherwise required by law, we cannot accept returns of:

  • opened or used hygiene products;

  • personalised or bespoke products;

  • products made specifically to your requirements;

  • products that cannot be resold for health or hygiene reasons once opened.

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10. Your Statutory Rights

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer legislation, including the Consumer Rights Act 2015.

If you are unsure about your rights, please contact us and we will be happy to help.

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11. Contact Us

If you have any questions about this Returns & Refunds Policy, please contact us:

SSR Media Ltd trading as KKOL.Essence and KKOL

Email: team@kkol.co.uk

 

Jjwe pti 2026

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