Refund and Returns Policy – KandyKloud LTD

At KandyKloud, we strive to ensure that you are completely satisfied with your purchases. However, we understand that there may be situations where you need to return an item.

How to Return an Item
You can request a return using our simple online returns system via your account. Please also refer to our Terms and Conditions of Sale for further details.

Change of Mind
If you change your mind about a purchase, you can cancel the order at any point before the item is delivered. In accordance with the Consumer Contracts Regulations (ICACs), you have a 14-day cooling-off period from the day you receive your item to request a return, provided the item is unused and in ‘as new’ condition.

You are responsible for return shipping costs. After notifying us of your decision to return the item, you have 30 days to send it back. Once we receive the item in our warehouse, we will issue a full refund via your original payment method. Please note that custom or personalised items are not eligible for cancellation or return.

Software and Digital Products
For non-faulty software downloads, returns are only accepted within 14 working days, provided the license key has not been viewed. If faulty, returns are accepted in line with the End-User License Agreement, and a replacement will be provided upon confirmation from the manufacturer.

Returns via Your Own Courier
If you’re returning an item due to a defect, we will refund your purchase according to our refund policy, including standard delivery charges. We will not refund premium delivery surcharges. For defective products, we offer free collection, but if you choose to return the product via your own courier, we will reimburse reasonable shipping costs upon receipt of proof. Contact us for pre-approval of return shipping costs.

Damaged in Transit
If your item is damaged during transit, please report it within 7 working days. Document the damage on the carrier’s delivery note if possible. We will arrange free collection of the damaged item. If original packaging is unavailable, use suitable packaging to prevent further damage. Upon receipt, we will issue a replacement or full refund, covering reasonable return costs with prior approval.

Faulty Items
If your item is faulty on arrival, you have 30 days (14 days for business customers) to request a refund or replacement. Return the item with original packaging and accessories. If you decline our free collection service, we will reimburse reasonable return costs with pre-approval.

Faults occurring after 30 days but within the warranty period can be returned free of charge for inspection. If deemed faulty, we will provide a replacement or store credit. Items returned after 12 months may be eligible for a partial refund.

Large Appliances
For faulty large appliances, our engineers will review and attempt repair. If deemed faulty, resolution will be offered based on your legal rights.

Consumer Rights
Your statutory rights under the Consumer Rights Act 2015 remain unaffected. These rights apply to products that are faulty, not as described, or unfit for purpose.

Open-Box/Ex-Display Items
For items marked as Grade A, Grade B, ex-display, or used stock, warranties are limited to 90 days for Grade A/ex-display and 30 days for Grade B items. While you are entitled to remedies under the Consumer Rights Act 2015, the standard of quality is lower than that of new products.

Need Help?
Contact us:

  • Address: Flat 1 Maple Tree Court, 96 Sinclair Road, London, England, E4 8PR United Kingdom

     

For any further assistance, feel free to reach out. This policy ensures clear guidelines for returning products while highlighting your rights as a consumer.