Refund policy

Returns & Refunds Policy

We hope you love your Kettlewell purchase. However, if you are not completely satisfied, you may return eligible items in line with the policy below.

Your Right to Return

You may return items for a refund within:

  • 28 days of receiving your order for full price items
  • 14 days of receiving your order for sale or clearance items

This policy is in addition to your statutory rights under UK and EU consumer law.

We do not currently offer direct exchanges. If you would like a different size, colour, or style, please place a new order and return the original item for a refund.

Return Conditions

Returned items must:

  • Be unworn, unused, and unwashed
  • Be in their original condition with tags attached where possible
  • Be free from makeup, fake tan, deodorant, perfume, body lotion, pet hair, or marks
  • Include proof of purchase

For hygiene reasons, we may refuse returns that are not in a resaleable condition.

Nothing in this policy affects your legal rights if an item is faulty, damaged, or not as described.

How to Return Your Order

Returns on US orders are free and easy. Simply follow the steps below.

  1. Complete the returns form included in your parcel
  2. Visit our returns portal to create your return and download your returns label
  3. Print and attach the label securely to your parcel
  4. Include the completed returns form inside the parcel
  5. Send your parcel back within the applicable returns period

Please use the order number shown on your packing slip when creating your return.

Refunds

Once your return has been received and inspected, we will process your refund to your original payment method.

  • We aim to process returns within 21 working days
  • During busy periods, such as sales or Christmas, processing may take slightly longer
  • Your bank or payment provider may take an additional 5 to 10 working days to return funds to your account

Refunds include the value of the returned item(s). Original delivery charges are non refundable unless required by law.

Returns Outside of Our Policy

Items returned outside of our stated returns periods, or items that do not meet our returns conditions, may not be accepted for a refund.

Where a return is rejected, we can arrange for the item(s) to be sent back to you. In these circumstances, the cost of returning the item(s) will be the responsibility of the customer and must be paid before the parcel is dispatched.

This does not affect your statutory rights in relation to faulty, damaged, or incorrectly supplied items.

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible at:

Please include your order number and photographs where possible so we can resolve the issue quickly.

Fair Use Policy

We offer a flexible returns policy to help customers shop with confidence. However, we monitor return activity and reserve the right to restrict or deactivate accounts where we identify unusual or excessive return behaviour, including repeated large volume returns.

This does not affect your statutory consumer rights.

Need Help?

For further information, please visit our Returns FAQ page or contact our Customer Services team at: sales@kettlewellcolours.com