At Kallos — Golden Hour, your satisfaction is the heartbeat of our boutique. We understand that sometimes a piece may not be exactly what you envisioned for your space or ritual. Our refund and returns policy is designed to be as graceful and straightforward as possible, ensuring that you can shop with absolute confidence. We honour your statutory rights under UK law while providing the premium service that defines our brand.
1. Right of Withdrawal (Cooling-Off Period)
In accordance with the Consumer Contracts Regulations 2013, you have a statutory right to change your mind and cancel your purchase within 14 days of receiving your goods. This "cooling-off period" is designed to give you the same opportunity to inspect the goods as you would have in a physical shop. The rationale is to ensure that every purchase from Kallos is a deliberate and joyful addition to your life, free from the pressure of a final sale.
To exercise this right, you must notify us of your decision to cancel within the 14-day window by emailing support@kallosgoldenhour.co.uk. You do not need to provide a reason, though we always appreciate feedback to help us refine our collection. Once you have notified us, you have a further 14 days to return the items. This clear timeframe ensures that the process remains efficient for both you and our boutique.
The consequence of exercising this right is a full refund of the price paid for the goods, including the basic delivery cost. Please note that if you opted for an enhanced delivery service (such as Express), we are only required to refund the cost of our standard delivery. This policy aligns with UK consumer law and ensures a fair balance of costs between the boutique and the customer.
2. Timeframes and Procedures for Physical Returns
Once you have notified us of your intent to return an item, the physical goods must reach us within 14 days. We recommend using a tracked delivery service to ensure the parcel arrives safely, as the items remain your responsibility until they are received at our return centre. The rationale for this requirement is to prevent disputes regarding lost parcels and to ensure that the return process is documented and secure.
To initiate a return, please follow these steps: (1) Email our support team to receive the return authorisation and the correct return address; (2) Pack the items securely in their original packaging; (3) Include a note with your order number inside the parcel. This structured procedure allows our team to identify your return quickly and process your refund without unnecessary delays. We value your time and aim for a seamless experience.
Failure to return the goods within the specified 14-day window after notification may result in the return being rejected or issued as store credit rather than a cash refund. We maintain these timeframes to manage our curated stock levels effectively and to ensure that we can continue to offer a fresh and sophisticated selection to all our clients.
3. Refund Processing and Credit Options
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. Approved refunds are processed immediately and will be applied to your original method of payment. The rationale is to return your funds as quickly as possible, respecting your financial choices. Depending on your bank or card issuer, it may take 5 to 10 working days for the credit to appear on your statement.
As a sophisticated alternative, we also offer the option to receive your refund as a **Kallos Digital Gift Card** (store credit). Many of our clients prefer this option as it allows them to quickly select a different piece from our collection. If you choose store credit, we often include a small complimentary bonus as a token of our appreciation for your continued trust in our brand. This is entirely optional and will only be processed upon your express request.
If you have not received your refund after 10 working days, we recommend first checking with your bank and then contacting us. Sometimes there is a delay in the banking system that is beyond our control. We will provide you with the transaction reference number to help you track the payment with your financial institution. We are committed to ensuring you receive every penny you are owed.
4. Condition of Goods for Return
To be eligible for a full refund, items must be returned in the same condition in which you received them. This means they must be unused, unwashed, and in their original, undamaged packaging with all tags and seals intact. The rationale is that our products are premium lifestyle items, and we must ensure that any returned stock is in a pristine condition suitable for resale. We ask that you handle the items with care while they are in your possession.
Under the Consumer Contracts Regulations 2013, we are permitted to reduce your refund amount if the value of the goods has been diminished by unnecessary handling. For example, if a candle has been lit, a planner has been written in, or the original decorative box is torn, we may deduct a percentage from the refund to reflect the loss in value. This ensures that our boutique can maintain its high standards of quality and sophistication.
We recommend taking a photo of the items before you pack them for return. This serves as proof of their condition should any damage occur during the return transit. We believe in mutual transparency and this simple step protects both you and Kallos from misunderstandings. We treat every return with the same attention to detail that we give to our new orders.
5. Warranty for Defective or Incorrect Items
If you receive an item that is faulty, not as described, or simply the wrong product, your rights are protected by the Consumer Rights Act 2015. In these instances, the 14-day cooling-off period does not apply; you have a much broader window to claim a remedy. The rationale is that you should never be out of pocket for a mistake on our part or a manufacturing defect. We take full responsibility for the quality of our curation.
For defective items, we will cover the cost of the return delivery and offer you the choice of a full refund, a repair, or a replacement. Please contact us at support@kallosgoldenhour.co.uk as soon as you notice the issue, providing photos of the fault. We will provide a pre-paid return label or arrange for a courier collection at your convenience. This ensures that the resolution process is as effortless as possible for you.
The consequence of receiving a defective item is our immediate priority. We will fast-track your replacement or refund to ensure your Golden Hour ritual is restored without delay. We use these instances as learning opportunities to improve our artisan partnerships and our quality control protocols, ensuring the continued excellence of the Kallos brand.
6. Shipping Costs and Related Fees
For standard "change of mind" returns, the cost of the return delivery is the responsibility of the Customer. The rationale is that as a boutique brand, we offer competitive pricing and curated quality, and absorbing the cost of voluntary returns would impact our ability to maintain these standards. We recommend using a service that provides proof of postage and insurance for the value of the items.
If you are returning an item because of an error we made (wrong item sent) or because the item is defective, Kallos — Golden Hour will bear all delivery costs. We will either reimburse your postage costs (up to the value of a standard tracked service) or provide a pre-paid label. This ensures that you are not penalised for a situation that was not your fault, adhering to the principles of fairness and UK consumer law.
Please note that original delivery charges are only refunded if the entire order is returned. If you choose to keep some items from a multi-item order, the delivery charge will not be refunded. This reflects the fact that a delivery service was still successfully performed for the items you have chosen to keep. We aim for a policy that is both fair to the consumer and sustainable for our boutique.
7. Non-Returnable Items
For health, hygiene, and safety reasons, certain items in our collection are non-returnable once the seal is broken or the packaging is opened. This includes, but is not limited to, earrings, skincare products, and certain intimate lifestyle items. The rationale is to protect all our customers by ensuring that every item they purchase is 100% hygienic and has never been used. This is a standard practice in the premium lifestyle industry.
Additionally, any items that have been personalised or custom-made to your specifications are exempt from the right of withdrawal under the Consumer Contracts Regulations 2013. Because these items are unique to you, they cannot be resold to another client. We will clearly mark these items as "non-returnable" on the product page so that you can make an informed decision before purchasing.
If a non-returnable item arrives defective, your statutory rights still apply, and we will of course provide a replacement or refund. However, for "change of mind" requests, these items are final sale. We encourage you to reach out to our team if you have any questions about a specific product's return eligibility before you complete your purchase.
8. Contact Procedure and Support
The first step in any return or refund journey is to reach out to our dedicated support team at support@kallosgoldenhour.co.uk. We are here to guide you through the process, answer your questions, and ensure that everything is handled with the sophistication you expect from Kallos. The rationale for this direct contact is to provide a personalised service, allowing us to address your specific needs rather than forcing you through an automated system.
When you email us, please include your order number, the name of the item you wish to return, and the reason for the return. This information allows us to prepare your file and provide you with the correct instructions immediately. We aim to respond to all return requests within 24 to 48 hours, excluding weekends and bank holidays. Our goal is to make the return as pleasant as the purchase.
We value your patronage and your feedback. Even if a product wasn't the right fit this time, we hope to remain your destination for sophisticated lifestyle pieces. Our returns policy is a reflection of our commitment to you—transparent, fair, and always focused on providing a premium experience. Thank you for being part of the Kallos — Golden Hour community.