Refund policy

RETURN AND REFUND POLICY

Last updated: 22 July 2026

Thank you for shopping with KAEVO SHOP. We want you to be satisfied with your purchase. This Return and Refund Policy explains your rights and the procedure for cancellations, returns, exchanges and refunds.

1. CONTACT DETAILS

Business name: KAEVO SHOP
Website: kaevoshop.online
Email: support@kaevoshop.online
Business and return address:

KAEVO SHOP
66 Dalby Avenue
Bushby
Leicester
LE7 9RD
United Kingdom

Please contact us before sending any item back so that we can confirm the return instructions and identify your order.

2. YOUR RIGHT TO CANCEL

If you are a consumer purchasing online in the United Kingdom, you normally have the right to cancel your order without giving a reason.

You must notify us of your decision to cancel within 14 days from the date on which you, or a person nominated by you, receives the goods.

After notifying us, you must return the goods within a further 14 days.

To exercise your right to cancel, contact us at support@kaevoshop.online and include:

• your full name;
• your order number;
• the email address used for the order;
• the item or items you wish to return; and
• a clear statement that you wish to cancel the purchase.

3. RETURN CONDITIONS

You may inspect and try on an item in the same way that you reasonably would in a physical shop.

Returned products should, where reasonably possible, be:

• clean and unworn, other than being tried on;
• free from stains, odours, pet hair or damage;
• returned with their original labels and packaging; and
• accompanied by information identifying the order.

We may reduce the refund to reflect any decrease in value caused by handling beyond what is necessary to establish the nature, characteristics and fit of the item.

This does not affect your rights where the product is faulty, damaged, not as described or otherwise does not conform to the contract.

4. RETURN SHIPPING COSTS

For change-of-mind returns, the customer is responsible for the direct cost of returning the item.

We recommend using a tracked delivery service and keeping the proof of postage until the refund has been completed. We are not responsible for returned parcels that are lost before reaching us.

Where an item is faulty, damaged, incorrect or not as described, KAEVO SHOP will cover reasonable return costs or provide an appropriate return solution.

Unauthorised cash-on-delivery returns may be refused.

5. NON-RETURNABLE ITEMS

The right to cancel may not apply to:

• personalised, altered or custom-made products;
• sealed goods that are not suitable for return for health or hygiene reasons after the seal has been broken;
• underwear or similar hygiene-sensitive products where the protective seal has been removed;
• perishable goods;
• digital products after downloading or accessing them with prior consent; and
• gift cards, except where a refund is required by law.

These exclusions do not apply where the product is faulty, damaged, incorrect or not as described.

6. DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order after delivery.

If an item arrives damaged, faulty, incomplete or different from what you ordered, contact support@kaevoshop.online as soon as reasonably possible.

Please provide:

• your order number;
• a description of the issue;
• clear photographs or video showing the product and packaging; and
• a photograph of the shipping label where relevant.

We will assess the issue and may offer a repair, replacement, refund or another remedy in accordance with your statutory rights.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer protection law.

7. EXCHANGES

The fastest way to obtain a different size, colour or product is normally to return the original item and place a new order.

Please contact us before returning the original product. Exchanges remain subject to product availability.

8. REFUNDS

Once the returned item has been received and inspected, we will notify you whether the refund has been approved.

Where you validly exercise your statutory right to cancel, we will refund:

• the price paid for the returned product; and
• the cost of the least expensive standard delivery method offered by us, where applicable.

Any additional cost paid for express, premium or upgraded delivery is not refundable beyond the cost of standard delivery.

We may withhold the refund until we have received the goods or until you provide evidence that they have been returned, whichever occurs first.

Approved refunds will be issued within 14 days of receiving the returned goods or acceptable evidence of return.

Refunds are issued to the original payment method and in the currency used for the purchase. Your bank or payment provider may require additional time to display the funds in your account.

9. ORDER CANCELLATIONS BEFORE DISPATCH

To request cancellation before dispatch, contact support@kaevoshop.online immediately.

We cannot guarantee that a cancellation request will be completed after fulfilment has started. If the order has already been dispatched, you may return it in accordance with this policy.

10. REFUSED OR UNCOLLECTED DELIVERIES

Customers are responsible for providing an accurate and complete delivery address.

Where an order is returned because it was refused, not collected or addressed incorrectly, we may deduct reasonable return or reshipping costs from the refund, except where the delivery failure was caused by us or the carrier.

11. SALE AND PROMOTIONAL ITEMS

Products purchased during a sale or promotion remain eligible for cancellation and return where required by applicable law.

Any refund will be based on the amount actually paid after discounts.

12. CHARGEBACKS AND PAYMENT DISPUTES

Please contact support@kaevoshop.online before opening a payment dispute so that we have an opportunity to investigate and resolve the issue.

This provision does not remove or restrict any legal right to contact your bank or payment provider.

13. CHANGES TO THIS POLICY

We may update this policy from time to time. The policy applicable to your purchase is the version published when your order was placed, unless a later change is required by law.