Refund policy

Last updated: 29 October 2026

At Kezaro we want you to be happy with your purchase. This policy explains your right to cancel, how returns and refunds work, and what happens if an item is faulty, damaged or wrong.

At a glance

• Cancellation period: from the moment you order until 14 days after the day you receive your goods, no reason needed
• How to cancel: email returns@kezaro.com with your order number
• Return postage: if you change your mind, you pay the cost of returning the goods. For faulty, damaged or wrong items, you never pay
• Return address: outside the United Kingdom and outside Canada. We send it to you with our return form. It is not published on our website
• Refund: within 14 days, to your original payment method, including the original delivery charge

Sections 1 to 7 apply to all orders. Section 8 explains what is different for customers in Canada.

1. Your right to cancel

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

2. How to cancel

To cancel, tell us clearly that you want to cancel. The easiest way is to email returns@kezaro.com with your order number. Any other clear statement, such as a letter, also works. You can use the model cancellation form below, but you do not have to. To meet the deadline, it is enough to send your message before the cancellation period ends.

Once we have your message, we send you a return form with the return address. Please do not send goods back before you have received it.

3. Sending the goods back

Please send the goods back within 14 days of telling us that you are cancelling. The deadline is met if you send them before the 14 days are up.

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.

4. Your refund

We refund all payments we received from you, including the original delivery charge (standard delivery is free, so there is usually none). We make the refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever comes first.

We use the same payment method you used for your order, unless we agree otherwise with you. You will not be charged any fees for the refund. Depending on your bank or payment provider, it can take a few working days to show in your account. If you paid in instalments, we also inform the instalment provider.

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

5. Exchanges

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

6. Exceptions

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

7. 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, you have the following rights:

• 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.

Damaged or wrong delivery: 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).

8. Customers in Canada

We offer customers in Canada the same 14-day right to cancel described above, with the same process: email returns@kezaro.com with your order number and we send you a return form with the return address. If you change your mind, you pay the cost of returning the goods. Because the return address is outside Canada, this is an international shipment, so 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, for example if your order is delivered late or not at all or turns out to be faulty, apply in addition to this policy and are not affected by it.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: Ecom Essence (Kezaro), Irislaan 28, 2651 PR Berkel en Rodenrijs, Netherlands, email: returns@kezaro.com

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):
Order number:
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.

The address above is for cancellation notices only. Please do not send returns to this address.

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

Company details

Kezaro is a trading name of Ecom Essence, sole trader (eenmanszaak), owner Rayell Chavez Ramcharan. Registered with the Netherlands Chamber of Commerce (KvK), no. 94983682. VAT no. NL005122897B40. Address: Irislaan 28, 2651 PR Berkel en Rodenrijs, Netherlands. Please do not send returns to this address.