Refund policy

This policy applies to customers in the United Kingdom.

We want you to love what you order from kiwli. If something is not right, here is exactly how returns and refunds work, from start to finish.

Your right to return

You can return an item within 30 days of delivery for a refund. This includes and extends beyond your statutory rights under the UK Consumer Contracts Regulations, which provide a 14-day cooling-off period that runs until 14 days after the day you receive your order.

Condition of returned items

To be accepted, items must be unused and in their original condition and packaging, with any tags still attached. Please take the same care trying something out at home as you would in a shop.

Items we cannot accept

A few things cannot be returned for a change of mind:

• Gift cards
• Personalised or made-to-order items
• Items that have been used or damaged after delivery through no fault of ours
• Lighting that has already been installed or wired in

This does not affect your rights if an item arrives faulty, damaged or incorrect, which we cover below.

Check your order on arrival

When your order arrives, please check the parcel and the items before installing or using them. If anything is damaged, faulty or not what you ordered, let us know as soon as possible, ideally within 48 hours of delivery, with a clear photo, so we can put it right quickly.

How to start a return

Email us at hello@kiwli.com with your order number, and a photo if the item is faulty or damaged. Our team will review your request and reply within 24 hours. If your return is approved, we will send you the address of our designated returns warehouse along with instructions. Please do not send anything back before you hear from us, as returns sent without approval cannot be processed.

Return postage

For a change-of-mind return, you cover the cost of return postage, and we recommend a tracked service so your parcel can be followed on its way back. If an item arrives faulty, damaged or incorrect, we cover the return cost in full.

How and when you are refunded

Once your return arrives at our designated returns warehouse and has been checked, we process your refund to your original payment method. Refunds are issued within 14 days of us receiving the returned item. As we offer free shipping, there are no delivery charges to deduct from your refund. Depending on your bank, it can take a few extra days for the money to appear in your account.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or not what you ordered, contact us at hello@kiwli.com as soon as you can, with a photo. We will arrange a replacement or a full refund, including any return postage, at no cost to you.

Cancelling an order

Under the UK Consumer Contracts Regulations you have a 14-day cooling-off period, which runs until 14 days after the day you receive your order. You can cancel within this period, and you can also cancel any time before your order is dispatched, with no cancellation or restocking fee. To cancel, email us at hello@kiwli.com. If your order has not yet been dispatched, we refund you in full. If it has already arrived, return it in line with this policy, where you cover return postage for a change of mind. After the cooling-off period, you can still return an item within 30 days of delivery for a refund, as set out above.

Late or missing refunds

If you have not received your refund within the timeframe above, please check your bank account again, then contact your card provider, as it can take a little time to post. If you have done this and still have not received it, email us at hello@kiwli.com and we will chase it up for you.

Exchanges

The quickest way to exchange an item is to return it for a refund and place a new order for the one you want.

Contact us

kiwli is a trading name of Ondale Ltd, a company registered in England and Wales.

• Company name: Ondale Ltd
• Company registration number: 17153690
• Registered office: Piccadilly Business Centre, Unit C, Aldow Enterprise Park, Blackett Street, Manchester, M12 6AE, United Kingdom
• Email: hello@kiwli.com
• Phone: +44 7518 735413
• Customer service hours: Monday to Friday, 9am to 5pm (UK time)

We aim to reply to every message within one working day.

Please note: returns are processed at our designated returns warehouse, not our registered office. Email us at hello@kiwli.com before sending anything back and we will provide the correct return address and instructions.