Cancellation and Refunds: Your questions answered:
Here at KL Art we prefer our customers to be happy, but in real life we know that can’t always be the case. We also know that our products might look different on your computer screen to the way they look on ours, and different again from the real thing!
Mostly, we hear that the touchable versions are even better than the virtual ones seen on screen, but if you’re really disappointed when an item turns up or simply changed your mind overnight, here’s how we see it…
1. Can I cancel my order?
Of course you can! The Distance selling regulations give you Your Rights When Buying to make sure you are protected when you’re shopping on line in our shop. You can cancel your order up to 7 working days after you have received the goods, all we ask is that you send them back with the same care we sent them out so they are returned in the same condition. We will ensure you receive a full refund within 30 days of cancellation (including the postage costs for that item that we added to your purchase price).
2. Who pays for the return postage?
Just to play fair and discourage anyone from bulk ordering to “try on”, we ask you to stand the return postage costs. We hope you’ll understand as a small business it would be difficult for us to do anything else.
(We would encourage you to make sure you have appropriate cover in case anything happens on the return journey).
3. Can I cancel if I didn’t buy from the shop?
If you commissioned a bespoke item from KL Art (i.e. a made to order item) we will have shared progress pictures and got your input along the way, so we’ll be very surprised if you’re not happy with the finished item.
In the rare situation where that’s not the case the Distance Selling rules mean you’re not automatically allowed to return the goods for a refund. Because we’d prefer a happy you we will take a broader view…if we can’t fix what caused your disappointment we’ll consider at least a partial refund (excluding delivery costs).
Our views do not affect your statutory rights on cancellation and refund – please see our seriously formal Terms and Conditions for more information.