Returns Policy
Returns & Cancellations
We hope you love your KaShi Living order. If you would like to return an item, please review the information below before sending anything back.
1. Your Right to Cancel
If you are a consumer purchasing online, you will usually have the right to cancel your order within 14 days of receiving the goods, unless an exception applies.
To request a return or cancellation, please contact us first with your order details. We will then provide the correct return instructions and return address.
2. Change-of-Mind Returns
For eligible change-of-mind returns, items should be returned in unused condition, with original packaging where reasonably possible, and handled with appropriate care.
Unless stated otherwise, return postage for change-of-mind returns is the customer’s responsibility. We recommend using a tracked service and keeping proof of postage until your return has been processed.
3. Faulty, Damaged, or Incorrect Items
If your order arrives faulty, damaged, or incorrect, please contact us as soon as reasonably possible after delivery. Where helpful, we may ask for photographs so we can assess the issue quickly.
Where an item is confirmed to be faulty, damaged, or incorrect, we will work with you to provide an appropriate remedy in line with your statutory rights. This may include a replacement, repair, refund, or reimbursement of return costs where applicable.
4. Refunds
Approved refunds are issued back to your original payment method. Once your return has been received and checked, refunds are usually processed within 5–7 working days.
5. Items That May Not Be Eligible for Change-of-Mind Returns
Some items may not be eligible for the usual change-of-mind cancellation or return rights, including:
- items made to your specification or clearly personalised for your order
- hygiene-sealed items once opened, where return is unsuitable for health protection or hygiene reasons
- digital vouchers or similar digital products, where applicable
This does not affect your statutory rights if goods are faulty, damaged, not as described, or not fit for purpose.
6. Before You Send a Return
- Please contact us first with your order number and reason for return.
- Do not send goods back until return instructions have been provided.
- Please keep proof of postage until your return has been processed.
Returns & Cancellations FAQs
How long do I have to request a return?
If you are a consumer buying online, you will usually have 14 days from receiving your order to request a cancellation or return, unless an exception applies.
Do I need to contact you before returning an item?
Yes. Please contact us first with your order details so we can provide the correct return instructions and return address.
Who pays for return postage?
For eligible change-of-mind returns, return postage is normally the customer’s responsibility. If an item is faulty, damaged, or incorrect, please contact us so we can arrange an appropriate resolution.
How long will my refund take?
Once your return has been received and checked, refunds are usually processed within 5–7 working days to your original payment method.
Can I return a made-to-order item?
If an item is made to your specification or clearly personalised for your order, the usual change-of-mind cancellation right may not apply. This does not affect your rights if the item is faulty, damaged, or not as described.
What if my item arrives damaged or incorrect?
Please contact us as soon as reasonably possible after delivery and, where possible, include photographs so we can review the issue quickly.
Are any items excluded from change-of-mind returns?
Some items may be excluded, including goods made to your specification, clearly personalised items, certain hygiene-sealed products once opened, and digital vouchers where applicable.