Refund policy

Returns & Refunds Policy

1. Overview

We are committed to providing a clear and transparent returns process. This policy outlines your rights and our procedures in line with UK consumer law.

2. Return Window (Non-Personalised Items)

You have the right to return non-personalised items within 30 days of delivery.

To be eligible for a return:

  • Items must be unused and in their original condition
  • Items should be returned in original packaging where possible
  • Proof of purchase is required

Returns requested outside of this period may not be accepted.

3. Personalised & Custom Items

Personalised or made-to-order items cannot be returned or refunded, unless they are:

  • Faulty
  • Damaged
  • Not as described

Please ensure all personalisation details are correct before placing your order. We are not responsible for errors submitted by the customer.

4. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We will offer a replacement or full refund where applicable.

5. How to Request a Return

To start a return, contact us at:
hello@kookycorner.co.uk

]Include:

  • Your order number
  • Item(s) you wish to return
  • Reason for return

We will respond with return instructions within 1–2 working days.

6. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect
  • We recommend using a tracked delivery service, as we cannot accept responsibility for lost returns

7. Refunds

Once your return is received and inspected:

  • Refunds will be processed within 5–10 working days
  • Refunds will be issued to your original payment method

Original shipping charges are non-refundable unless the return is due to our error.

8. Exchanges

We only offer exchanges where items are faulty, damaged, or incorrect.
For all other cases, please place a new order and return the original item (if eligible).

9. Cancellations

Orders may only be cancelled within a short time after purchase. As many of our products are made to order, processing begins quickly and cancellation may not be possible once production has started.

10. Your Legal Rights

This policy does not affect your statutory rights under UK consumer law. If your item is faulty or not as described, you are entitled to a repair, replacement, or refund.

11. Contact Information

Email: hello@kookycorner.co.uk
Response Time: Within 1–2 working days