Return & Refund Policy

Last updated: 18 August 2026

At Kiihgoub, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing products from kiihgoub.store, including your statutory rights under applicable UK consumer law.

Nothing in this policy affects or limits any statutory rights you may have under UK law.

1. Your Right to Cancel an Online Order

If you are a consumer purchasing goods online, you generally have the legal right to cancel your order without giving a reason.

You have 14 days from the day you, or a person nominated by you, receives the goods to notify us that you wish to cancel your order.

If an order contains multiple items delivered separately, the cancellation period generally begins when you receive the final item from that order.

To exercise your right to cancel, please contact us at:

Email: help@kiihgoub.store
Website: kiihgoub.store

Your cancellation request must clearly state that you wish to cancel the contract.

2. Returning Goods After Cancellation

After notifying us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after informing us of your decision to cancel.

Please contact help@kiihgoub.store before returning an item so that we can provide the appropriate return instructions and return address.

Do not send a return to an address shown on a shipping label or parcel without first receiving return instructions from us.

3. Condition of Returned Goods

You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you would examine an item in a physical shop.

You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to inspect them.

Where applicable, products should therefore be returned:

• in a clean and reasonable condition;

• with accessories and components originally supplied with the product; and

• with original packaging and labels where reasonably possible.

The absence of original packaging does not automatically remove your statutory rights.

4. Return Shipping Costs

Where you exercise your statutory right to cancel because you have changed your mind, you may be responsible for the direct cost of returning the goods, provided that we informed you of this responsibility as required by law.

If the product is faulty, damaged, not as described, or otherwise does not conform to the contract, your statutory rights apply and you will not be required to bear return costs where UK consumer law requires those costs to be borne by us.

Please contact us before returning a faulty, damaged or incorrect product.

5. Refunds Following Cancellation

Where you validly exercise your right to cancel, we will reimburse payments received from you in accordance with applicable UK consumer law.

This includes the original standard delivery charge, where applicable.

If you selected a delivery method that was more expensive than the least expensive standard delivery option offered by us, we are not required to refund the additional delivery cost.

We may withhold reimbursement until we have received the goods back or until you provide evidence that you have sent the goods back, whichever occurs first, where permitted by law.

The refund will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

You will not be charged a fee by us for receiving the refund.

6. Refund Processing Time

Refunds following a valid cancellation will be processed without undue delay and within the time limits required by UK consumer law.

Where goods must be returned, this will generally be no later than 14 days after the day we receive the goods back, or, where applicable, after you provide evidence that the goods have been returned.

After we issue a refund, your bank, card provider or payment service provider may require additional processing time before the funds appear in your account. Such processing times are outside our control.

7. Faulty, Damaged or Misdescribed Goods

All products supplied by Kiihgoub must meet the standards required under applicable UK consumer law.

Goods must, where applicable, be:

• of satisfactory quality;

• fit for their intended or agreed purpose; and

• as described.

If your product is faulty, damaged, not as described or otherwise fails to conform to the contract, please contact us at help@kiihgoub.store as soon as reasonably possible.

Please provide your order number, a description of the problem and, where useful, photographs showing the issue.

Your statutory remedies may include a refund, repair or replacement, depending on the circumstances and when the problem is identified.

8. 30-Day Short-Term Right to Reject Faulty Goods

Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract.

This right generally lasts for 30 days, subject to the conditions and exceptions established by law.

Where the short-term right to reject applies, you may be entitled to reject the goods and receive a refund.

Your legal rights may continue after this 30-day period. Depending on the circumstances, you may be entitled to request a repair or replacement and, where the legal requirements are met, a price reduction or final right to reject.

9. Items That May Not Be Eligible for Change-of-Mind Cancellation

Certain products may be excluded from the statutory right to cancel where an exception under UK law applies.

Depending on the products sold, these may include:

• goods made to the consumer's specifications or clearly personalised;

• sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;

• goods that are liable to deteriorate or expire rapidly; and

• other goods or services for which UK law provides an exception to the right to cancel.

These exceptions do not remove your rights where goods are faulty, not as described or otherwise fail to conform to the contract.

10. Exchanges

If you would like a different size, colour or product, please contact us at help@kiihgoub.store.

Where an exchange is available, we will provide instructions.

An exchange procedure offered by Kiihgoub does not affect your statutory rights, including your right to cancel an eligible online purchase or your rights concerning faulty goods.

11. Incorrect Items

If you receive an item different from the product you ordered, please contact us at:

help@kiihgoub.store

Please provide your order number and details of the incorrect item.

Where we have supplied the wrong product, we will provide an appropriate remedy and return instructions at no additional cost to you where required by law.

12. Damaged Items

Please inspect your order after delivery.

If your product arrives damaged, contact help@kiihgoub.store and provide your order number, a description of the damage and, where possible, photographs of the item and packaging.

We will assess the issue and provide the remedy to which you are entitled.

13. Lost or Missing Refunds

If we have confirmed that a refund has been issued but you have not yet received it, please first check with your bank, card issuer or payment provider.

Processing times can vary between financial institutions.

If the expected processing period has passed, contact us at help@kiihgoub.store and we will assist you.

14. Sale and Promotional Items

Purchasing a product at a reduced or promotional price does not remove your statutory consumer rights.

Where statutory cancellation rights apply, eligible sale items may be cancelled and returned in accordance with those rights.

Your statutory remedies also continue to apply to discounted products that are faulty, not as described or otherwise fail to conform to the contract.

15. Proof of Purchase

We may reasonably request information allowing us to identify your purchase, such as:

• your order number;

• order confirmation;

• email address associated with the order; or

• another reasonable form of proof of purchase.

This requirement will not be applied in a way that unlawfully restricts your statutory rights.

16. Our Voluntary Returns Policy and Your Legal Rights

Any additional or voluntary return rights offered by Kiihgoub are provided in addition to your statutory rights.

We will not represent rights already provided by law as an exclusive benefit offered only by Kiihgoub.

Nothing in this policy excludes, restricts or attempts to waive rights or remedies that cannot legally be excluded under UK consumer law.

17. Applicable Consumer Legislation

This policy is intended to operate consistently with applicable UK consumer protection legislation, including, where relevant:

• the Consumer Rights Act 2015;

• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and

• applicable consumer protection provisions of the Digital Markets, Competition and Consumers Act 2024.

If any provision of this policy conflicts with a mandatory consumer right under applicable law, the mandatory legal right will prevail.

18. Contact Us

For questions about cancellations, returns, exchanges, damaged products or refunds, please contact:

Kiihgoub
Website: kiihgoub.store
Email: help@kiihgoub.store

Please include your order number when contacting us regarding an existing purchase.

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