Before returning an item

We recommend contacting us before sending a return so we can provide the correct return address and instructions for your order.

Email admin@kashiliving.co.uk and include your order number, the item you wish to return and the reason for contacting us.

Contacting us first helps ensure your return is sent to the correct location, but it does not remove or restrict any statutory right you may have to notify us that you are cancelling an eligible order.

Your right to cancel an online order

If you are a UK consumer purchasing eligible goods online, you will usually have the right to cancel your order without giving a reason within 14 days after receiving the goods.

Once you have notified us that you are cancelling, you will normally have a further 14 days to send the goods back.

International customers may have similar or additional mandatory cancellation or withdrawal rights under the consumer laws that apply in their country or region. Nothing in this policy is intended to remove rights that cannot legally be excluded.

Change-of-mind returns

You may inspect an eligible product to understand its nature, characteristics and suitability in a similar way to how you could examine it in a shop.

Please take reasonable care of the item while it is with you. Where permitted by law, we may reduce a refund if the value of the goods has been diminished because they have been handled beyond what is reasonably necessary to inspect them.

Where reasonably possible, please return the product with its original packaging and included accessories. Original packaging is helpful for protecting the item during transit, but its absence does not remove statutory rights relating to eligible cancellations or faulty goods.

Who pays for return postage?

For eligible change-of-mind returns, the direct cost of returning the goods is normally the customer's responsibility unless KaShi Living agrees otherwise or applicable law requires a different arrangement.

We recommend using an appropriate tracked delivery service and keeping proof of postage until your return has been received and processed.

If goods are faulty, damaged, incorrect or not as described, please contact us before arranging a return so we can provide the appropriate resolution and return instructions in accordance with your applicable consumer rights.

International returns

KaShi Living accepts eligible returns from supported international destinations, including the United States, Canada, Australia, Japan and selected countries across Europe, subject to this policy and any mandatory consumer rights that apply in your location.

International customers should contact us before posting a return so we can provide the correct return instructions. Please do not send an international return to an address shown on a parcel or shipping label unless we have confirmed that it is the correct returns address.

International return postage for an eligible change-of-mind return is normally the customer's responsibility unless applicable law requires otherwise.

International duties, taxes and refunds

If duties, import taxes or similar charges were collected in connection with an international order, the way these amounts are treated when an order is returned can depend on how they were collected, the destination country's rules and whether the amounts can be recovered from the relevant authority or carrier.

We will apply any mandatory refund rights that apply to your order. Please contact us before arranging an international return if your order included duties or import taxes so we can review the relevant order information.

Faulty, damaged, incorrect or misdescribed goods

If your item arrives faulty, damaged, incorrect or materially different from its description, please contact us as soon as reasonably possible after delivery.

Please include your order number and, where reasonably possible, clear photographs showing the item, packaging and the issue. Photographs help us assess the problem efficiently but do not remove or restrict your statutory rights.

Depending on the circumstances and applicable consumer law, an appropriate remedy may include a refund, repair, replacement or price reduction.

UK consumer rights for faulty goods

UK consumer law gives customers specific rights when goods are faulty, not as described or not fit for purpose. Depending on the circumstances, these can include a short-term right to reject certain faulty goods within 30 days and rights to repair, replacement, price reduction or refund.

Nothing in this Returns & Cancellations Policy limits those statutory rights.

Refunds

Where a refund is due, it will normally be returned to the original payment method unless otherwise agreed or technically necessary.

For eligible UK statutory cancellations, we will make the required refund within the applicable legal timeframe. We may be entitled to wait until we have received the goods back or you have provided evidence that they have been sent back, whichever occurs first.

We aim to process approved refunds within 5–10 working days where possible and, where statutory deadlines apply, within those required deadlines.

After we issue a refund, additional time may be required for your bank, card issuer or payment provider to display the funds in your account.

Original delivery charges

Where applicable law requires the original standard delivery charge to be refunded following a valid cancellation, we will refund the amount required by law.

If you chose a more expensive delivery service than the standard option, any refund of the original delivery charge may be limited to the cost of the standard delivery service where permitted by law.

Products excluded from change-of-mind cancellation rights

Some products may be excluded from statutory change-of-mind cancellation rights. This can include goods genuinely made to your specification or clearly personalised for you.

A product being described as made to order does not automatically mean that statutory cancellation rights are excluded. Where an exclusion applies because a product is personalised or made specifically to your individual specification, this should be made clear before purchase.

These exclusions do not remove rights relating to goods that are faulty, damaged, incorrect, misdescribed or otherwise fail to meet applicable consumer-law requirements.

How to tell us you want to cancel

You can notify us clearly that you wish to cancel an eligible order by emailing admin@kashiliving.co.uk .

Please include your name, order number and enough information for us to identify the order you wish to cancel. You may also use the model cancellation form below, although you are not required to use it.

Model cancellation form

Returns & Cancellations FAQs

Delivery and other customer information

For additional information, please review our Shipping & Delivery , Terms & Conditions and Privacy Policy .