Return and refund policy

WORKING TOGETHER TOWARDS A GREENER CLIMATE? PLEASE CONTACT US BEFORE YOU RETURN AN ITEM, SO WE CAN LOOK FOR A SOLUTION TOGETHER.

 

REFUNDS

Unless otherwise stated on the product listing, refunds are only applicable on products that are defective or have been damaged, broken, or disformed due to a manufacturing error, our error or during the shipping process.

Such items must be reported through our support team (info@kmana-london.com) within 48 hours of delivery confirmation, including submission of images that show the defect or damage. Upon approval and at our option, we will issue a refund less shipping and handling fees or send a replacement item to you at our expense. We may require, at our option, that the defective, damaged, or disformed item to be returned.

Products that are in new condition may, at our option, and less shipping and handling fees, be exchanged for a store credit, exchanged for another product of equal or lesser value, or refunded.

 

RETURN CONDITIONS

Several types of goods are ineligible for store credit, exchange or refunds, and are exempt from being returned (unless required by applicable law); these include:

  • On sales Items
  • Gift Cards 
  • Perishable goods (such as food, coffee, seeds, flowers, etc.) cannot be returned;
  • Hazardous materials, or flammable liquids or gases.
  • Products like underwear, lingerie, tights and care products are not covered by the return right due to hygiene and safety reasons. Therefore, these products cannot be returned and will thus not be processed and/or accepted.
  • Items that have been used or show signs of wear.
  • Items with detached labels or tags.
  • Items that have been worn or altered in any way.

 

There are certain situations where no store credit, exchange or refunds or only partial store credit, exchange value or refunds are granted (unless required by applicable law); these include:

  • Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error;
  • Any item that is returned more than 14 days after delivery

 

Full Refund Requests: In cases where the customer is requesting a full refund due to the item not being as described and a partial refund is not accepted, we reserve the right to require photographic documentation of the item.

This documentation must clearly show that the item has been rendered unusable (cut in half). This ensures that the item will not be resold or used after a full refund is issued.

This ensures clarity in our policy while protecting our business from potential abuse.

Once again. We encourage our customers to inspect their items promptly upon receipt and report any issues within 48 hours.

You agree to be solely responsible for any import duties and related customs fees associated with your order, and understand that we do not offer any compensation for these fees.

 

SHIPPING

You will be responsible for paying for your shipping costs to return your item. For orders where you pay shipping and handling charges, these charges are non-refundable once your order has been submitted to our fulfillment partners for fulfillment. If you receive a store credit, exchange or refund, the cost of return shipping will be deducted from your refund.

For orders where you qualify for a Free Shipping Promotion (where your order receives free shipping), you agree the cost of outbound shipping and handling, and these amounts are not refundable or eligible for store credit or exchange value.

Why do we have this policy? Shipping and fulfillment costs are one of the largest costs for any small business, and we incur these costs on every order that requires a physical product to be moved from our fulfillment partners’ warehouse to your delivery address. If you change your mind, and we receive the product back in re-sellable condition, we are not eligible to recoup the original costs for delivering the order to you from the carrier.

 

CANCELLATION:

Customers may cancel their order within 6 hours of placing it. Once the 6-hour window has passed, no cancellations will be allowed, as the production process begins immediately after this period. All orders become final after this timeframe, and no exceptions will be made.

After receiving your order, you have 14 days to return it if you change your mind.
Returns will not be accepted if the customer initiates the return request more than 14 days after receiving the product.

 

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, be advised that depending on the method of payment you used, and the bank you use, refunds can take 5 to 7 business days to credit back to you. This is not within our control, as it falls within your financial institution's policies.

If more than 7 business days have passed since you received a refund confirmation email from us, contact your financial institution for more information.

If 10 business days have passed since we issued you a refund and you have contacted your bank with no resolution, contact our support email and we'll contact our payment processor to see if we can help you.

MAKING A RETURN

If you wish to return your purchase, please email info@kmana-london.com, with the subject line “your last name_order number”. 

Return requests must be emailed within 14 days upon receipt of your purchase. In your email please specify the reason behind your return. Once your request has been emailed and the return is approved, Adverciety will provide you with a return form via email. Please include the return form with the package you are returning.

We do not take title to returned items until the item arrives at our or our fulfillment location as directed during your return process. We have no control over postal and courier services and cannot guarantee when we will receive your return shipment; as such we encourage you to consider using a trackable shipping service that requires a signature upon delivery, or at minimum purchase shipping insurance. At our discretion, a refund may be issued without requiring a return. In this situation, we do not take title to the refunded item.

 

ONCE WE RECEIVE YOUR RETURN

Once your return is received, we will send you an email to notify you that we have received your returned item(s). Once your return is inspected, we will also notify you as to the status of your qualifying store credit, qualifying exchange or qualifying refund.

If you are approved, your store credit will be issued, exchange shipped, or refund processed with a credit being automatically applied to your original method of payment, within a certain amount of days as determined by your financial institution.

     

    DAMAGED PRODUCTS

    1. Initial Resolution:
    • If an item is damaged upon arrival, we require photographic/videographic evidence of the damage, including the packaging and the product itself.
    • Upon verification of the damage, we will ship out a free replacement item, which will be processed within 5 days after approval.

        2.  One-Time Replacement:

    • We offer one-time free replacement for any damaged item (only after approved verification process). This replacement will be shipped out at no cost to the customer.
    • After the replacement is provided, no further refunds or replacements will be issued for the same item or order, even if the replacement item is damaged.

        3. No Further Refunds:

    • If the replacement item also arrives damaged, we do not offer any further compensation, refunds, or replacements beyond the one-time replacement.

     

    1 + 1 FREE PROMOTIONS

     At K'mana London, we strive to provide our customers with the best shopping experience, including exciting promotions like our 1 + 1 Free offers. To ensure clarity and fairness, please review the following policy regarding items purchased under this promotion:

    Free Item Return & Refund Policy:

    • Any item provided for free as part of a 1 + 1 Free promotion is not eligible for return, exchange, or refund.
    • Only the item that was paid for (the "purchased item") can be returned or refunded in accordance with our regular return policy
    Return of Purchased Item:
    • If the purchased item is returned for a refund or exchange, the free item must also be returned in its original, unused condition.
    • If the free item is not returned, the refund amount will be adjusted to reflect the full value of the retained free item.
    Damaged or Defective Items:
    • In the event that the free item is received in a damaged or defective condition, please contact our customer service team, and we will review the issue to offer an appropriate solution.

    By making a purchase under our 1 + 1 Free promotion, you agree to these terms. We appreciate your understanding and thank you for shopping with K'mana London.

     

    PRODUCT IMAGE DISCLAIMER POLICY

    At K'mana London, we work hard to ensure that the images used on our website accurately represent the products available for purchase. However, please be aware of the following important details regarding product images:

    Image Representation:

    • All product images on our website are for illustration purposes only and may not perfectly represent the actual product you receive.
    • Variations in color, shades, texture, or other details may occur due to differences in lighting, screen settings, or production processes.

    Product Variability:

    •  Products may vary slightly from the images displayed, especially in terms of color, design elements, or materials. These differences are normal and expected when sourcing products from different manufacturers and suppliers.

    No Guarantee of Exact Match:

    • While we strive to provide accurate product descriptions and images, we cannot guarantee that the product you receive will be an exact match to the images shown on our website.

    By placing an order on K'mana London, you acknowledge and accept that the product received may differ slightly from the images displayed.

    We appreciate your understanding as we continue to offer a wide range of products from various suppliers. If you have any questions or concerns about a specific product, feel free to reach out to our customer service team before making a purchase.

    Contact us via info@kmana-london.com to indicate a complaint. Include your contact details and order number, and attach clear photos or videos of any defects or damages. We will respond to you as soon as possible.

     

    NOTES & CONDITIONS:

    • The costs of returning your order are always at the expense and risk of the buyer/sender. Return costs are not reimbursed.
    • We are not responsible for incorrect addresses or problems during the shipping process. We reserve the right to not issue a refund.
    • We work with suppliers abroad, which may require your item to be returned to a country other than the United Kingdom. Returns must therefore also be made to the same foreign supplier.

     

    By placing an order with K'mana London, you agree to the terms and conditions outlined in this return and refund policy. We encourage all customers to shop with care and ensure that all product details and descriptions are carefully reviewed before finalizing their purchase.