Returns & Refund Policy
This does not affect your statutory rights as a consumer.
We genuinely value our customers’ perspectives and are deeply concerned whenever someone feels disappointed with our products or service. This commitment to fairness and care is reflected in our returns and refunds policy.
While we aim to be as generous and accommodating as possible, we do uphold certain boundaries to safeguard against online fraud and misuse.
Our team works diligently to ensure your gifts arrive in perfect condition and on time. However, if something does go wrong—and the issue stems from us or one of our delivery partners—we will take full responsibility and resolve it at no cost to you.
Damaged goods – please inform us within 14 days
Please contact us by phone or email within 14 days of receipt of your order.
Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.
If any item arrives damaged, just let us know which one and what went wrong. We’ll promptly refund your purchase or send a replacement. In some cases, our customer service team may ask you to return the damaged goods.
We do not wish to cause further inconvenience and only require items to be returned within 14 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Incorrect or missing goods – please inform us within 14 days
If you believe your order is incorrect or incomplete, we kindly ask that you contact us by email within 14 days of receiving your delivery. Timely communication helps us resolve issues quickly and ensures your eligibility for a refund or replacement. Unfortunately, we may not be able to offer compensation for errors reported after this 14-day window.
Should you receive the wrong items, or notice that something you paid for is missing—without prior notice or a refund noted on your delivery slip—please provide a clear description of what was received in error or what is absent. Once we’ve reviewed the details, we’ll arrange to send the correct items to you as soon as possible, or issue a full refund.
In cases where incorrect goods were sent, we may ask you to return those items to us. If so, we’ll guide you through the return process and cover any associated costs. Our goal is to make things right with minimal inconvenience to you.
We appreciate your understanding and cooperation, and we’re committed to ensuring every order meets your expectations.
Faulty goods – please inform us within 90 days
If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, Kings Road Company will not accept responsibility for goods after more than 90 days.
Dissatisfaction caused by customer error or decision
If you’re unhappy with any part of your order or customer service experience, and the issue appears to be partly due to circumstances within your control, we’re still here to help. In such cases, we’ll kindly ask you to share in the cost of resolving the issue so we can make things right together.
Incorrect details – please inform us immediately
If upon placing your order you realize you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimize any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.
However we seek to process all orders in the shortest possible timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries.
Returning Goods
If you wish to return goods to us, or if you are asked to do so by our customer service team authorized to do so by the Terms above or verbally or in writing by our customer service team. When you return goods to us, please enclose information pertaining to the return. The information we need is:
- Your name and order number.
- Written confirmation of what items you have returned
- Written confirmation of the reason for your return
- Please also tell us whether or not you have already contacted our customer service team regarding this return.
To ensure we can process your return promptly, please make sure all required information is included with the returned items. Without it, we may be unable to handle your request efficiently, which could result in significant delays in receiving communication, a replacement, or a refund.
Proof of breakages
Kings Road Company reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.