This page explains your right to cancel an order, how returns and refunds work, and what happens if an item is faulty, damaged or wrong. Our full Refund policy has the same information in policy form.

At a glance

• Cancellation period: from the moment you order until 14 days after the day you receive your goods
• How to cancel: email returns@kezaro.com with your order number
• Return postage: you pay the cost of returning goods if you change your mind
• Faulty, damaged or wrong items: you never pay for the return
• Refund: within 14 days, to your original payment method

Your right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order without giving a reason. You can do this at any time from placing your order until 14 days after the day you receive your goods. If your order arrives in more than one delivery, the 14 days start on the day you receive the last item.

How to cancel

1. Email returns@kezaro.com with your order number. Any clear statement that you want to cancel is enough, for example an email or a letter. You can also use the model cancellation form in our Refund policy, but you do not have to.
2. We send you a return form with the return address.
3. Send the goods back within 14 days of telling us that you are cancelling.

We do not publish a return address on our website, so please wait for our return form before sending anything back.

Return costs

If you cancel because you have changed your mind, you pay the cost of returning the goods. Our return address is outside the United Kingdom, so a return is an international shipment and the postage can be higher than for a domestic parcel. We recommend a tracked service and keeping your proof of postage until your refund has arrived.

Your refund

We refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever comes first. We refund the full amount you paid, including the original delivery charge (delivery is free, so there is usually none), to your original payment method. Depending on your bank or payment provider, it can take a few working days to show in your account.

We may reduce your refund if the goods have been handled more than was needed to check them, in the way you would check them in a shop.

Exchanges

We do not offer exchanges. If you would like a different item, please cancel your order and place a new one.

Items that cannot be cancelled

The right to cancel does not apply to personalised or made-to-order items, if we sell any.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, the goods you buy from us must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery: you can reject the item and get a full refund.
• Within 6 months of delivery: you can ask for a repair or a replacement. If that is not possible or does not fix the problem, you can get a refund. A fault that appears in the first 6 months is presumed to have been there at delivery, unless we can show otherwise.
• After 6 months: you can still make a claim up to 6 years after delivery (5 years in Scotland).

You never pay for returning faulty goods.

If your order arrives damaged or you receive the wrong item

Email support@kezaro.com with your order number and photos of the item and the packaging. We will send you a free replacement or give you a full refund. Usually you do not need to send anything back. If we do need the item returned, we pay for the return.

These rights are not affected by our optional Kezaro Extended Warranty (4 years from delivery).

Customers in Canada

We offer customers in Canada the same 14-day right to cancel, with the same process. If you change your mind, you pay the cost of returning the goods. The return address is outside Canada, so this is an international shipment and the postage can be higher than for a domestic parcel. For faulty, damaged or wrong items, you never pay. We refund the amount you paid, in Canadian dollars, to your original payment method.

Your rights under the consumer protection laws of your province or territory apply in addition to this page and are not affected by it.

Contact

Returns: returns@kezaro.com
Customer service: support@kezaro.com
Phone: +44 7853 785319
Opening hours: Monday to Friday, 8am to 4pm (UK time)
Response time: within 24 hours on working days

Kezaro is a trading name of Ecom Essence, sole trader, owner Rayell Chavez Ramcharan, Irislaan 28, 2651 PR Berkel en Rodenrijs, Netherlands. Please do not send returns to this address.