Refund policy
Return Policy Overview
- Return Window: You have 30 days from the date you receive your order to request a return.
- Item Condition: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
- Territorial Scope: This policy applies to purchases made by customers located in the United Kingdom.
Return Shipping Costs
We aim to keep our return process fair and transparent:
1. Defective or Damaged Products
- Cost to you: £0.00 (Free)
- If the product arrives damaged, defective, or incorrect, we will cover the return shipping costs.
2. Change of Mind
- Cost to you: Customer is responsible for return shipping costs
- If you no longer want the item or selected the wrong product, return shipping costs are non-refundable.
3. Restocking Fee
- We do not charge any restocking fees for returned items.
How to Initiate a Return
Returning an item is simple. Just follow these steps:
1. Contact Us
Email our support team at hello@kelvinum.com with your Order Number and the reason for the return.
2. Receive Instructions
We will review your request and send you a return authorization along with detailed return instructions.
Return Address Information
Our products may be shipped from different fulfillment centers depending on the item.
For this reason, the return address is provided only after your return request has been reviewed and approved.
In most cases, approved returns should be sent to:
Return Address (UK):
2 Dean's Rd
Wolverton
Milton Keynes
MK12 5NA
United Kingdom
Please note that sending items without prior authorization may result in your return not being accepted.
3. Pack Your Item
Securely pack the item in its original packaging. Include all accessories, manuals, and tags.
4. Send It Back
Drop off the package at the carrier location specified in our return instructions.
Refunds & Processing Time
- Inspection: Once we receive your return, we will inspect the item to ensure it meets our return criteria.
- Processing: After approval, your refund will be processed within 7 business days.
- Credit Appearance: Depending on your bank or payment provider, it may take an additional 7 business days for the funds to appear.
Exchanges
If you need a different size, color, or model, please contact us to initiate a return.
Once your return is accepted, you can place a new order for the desired item.
Non-Returnable Items
Certain items may not be eligible for return due to hygiene, customization, or product type.
These items will be clearly indicated on the product page.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Store Name: Kelvinum
Registered Business Address:
Albert-Schweitzer-Str. 64
09116 Chemnitz
Germany
Email: hello@kelvinum.com
Phone: +44 7735 369350
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM (GMT)
We aim to respond within 24 hours (Mon–Fri). Weekend inquiries will be answered on Monday.