Politique de remboursement
Our Returns Policy is really simple!
Send us an email at info@kellica.com and we will help you from there.
2.1 When you receive your item, you must check it as soon as possible following receipt and always before use.
2.2 Please ensure that a returns authorisation number is obtained before attempting to return any items to us.
Your right to change your mind.
2.3 We've all done it, ordered something and then realised later that it is no longer needed. You have 14 days to return your order, which starts on the day after you received the item. This type of return is at the cost of the customer as the item is not faulty or incorrect. Cost for the return is disclosed upon request.
How do I return my product?
2.4 It's so simple, please follow the steps set out below (please see the section headed 'What to do to return your item to us').
Do you need me to do anything else?
2.5 All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it on or inspecting it and that any security seals or tags are still intact.
3. WRONG ITEM RECEIVED
3.1 We apologise if you have received the wrong item by mistake. To receive a refund or a replacement, you must return the item in the same condition you received it. Please contact us before returning your parcel.
3.2 This is not common and we want to resolve this as quickly as possible for you so please let us know within 14 days from the day on which you received the item. If you notify us after this then depending on the circumstances we may not be able to refund or offer a replacement.
4. DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS
4.1 Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
4.2 If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Email us at info@kellica.com .
4.3 For more information about your rights and the remedies available to you please see section 17 of our General Terms and Conditions of Sale.
5. ITEM NOT RECEIVED
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you so please let us know within 21 days from the day on which you received an email from us confirming that the item had been dispatched. If you notify us after this then depending on the circumstances we may not be able to offer a refund or replacement. Contact us at info@kellica.com .
6. YOUR LEGAL RIGHTS
6.1 Our Returns Policy does not affect your legal rights.
6.2 For more information about your other legal rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
7. WHAT TO DO TO RETURN YOUR ITEM TO US
7.1 To return your item, you will need to contact us at info@kellica.com with your order number and full name on the order. We will get back to you within 1 working day.
7.2 Once we have confirmed your return via email communication, you have a further 14 days to return your item to us. Please make sure your items are securely wrapped and your parcel contains all the information requested.
7.3 Remember to ask for a receipt as proof of sending. Proof of postage does not cost anything however without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
7.4 If you have any queries or need any help then please contact us at info@kellica.com
8. WHAT HAPPENS IF I REQUEST A REPLACEMENT AND IT ISN’T AVAILABLE?
8.1 If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
8.2 Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods. Please only return to us after confirming with our Customer Service Team at info@kellica.com
9. WHAT WE'LL DO NEXT
9.1 Once we have processed your return you will receive a notification via email.
9.2 All successful returns will be credited to the original method used for payment. Please note refunds can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show in your account.
10. COMPLAINTS
10.1 If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.
10.2 Please contact our customer service representatives on info@kellica.com or by post at Customer Service Department, Kellica, Grasslands, Pye Corner, Gilston, CM20 2RB.