Refund policy
We hope you love your purchase. If something is not quite right, we are here to help.
Returns
We are happy to accept returns provided the items are:
- Unworn, unused and in their original condition.
- With all original tags attached.
- Returned in their original packaging.
- Accompanied by proof of purchase.
For hygiene reasons, we cannot accept returns or exchanges on lingerie, pierced earrings, toiletries or gift cards.
In-store purchases
- Full-price items: return within 14 days of purchase.
- Sale items: return within 7 days of purchase.
Please bring your proof of purchase so we can process your return.
Online purchases
- Full-price items: return within 14 days of delivery.
- Sale items (UK): return within 7 days of delivery.
- Orders delivered outside the UK: full-price and sale items within 14 days of delivery. Some destinations may give you longer under local consumer law, and EU orders are covered in the section below.
For change-of-mind returns, customers are responsible for arranging and paying for return postage. We recommend using a tracked service. If an item is faulty or we have sent the wrong item, we cover the return cost (see Your legal rights below).
Please return your parcel to:
Kiti Cymru,
85 Pontcanna Street,
Pontcanna,
Cardiff,
CF11 9HS
United Kingdom
Please write your order number clearly on the outside of the parcel so we can process your return promptly.
Refunds
Once we receive and inspect your return, we will process your refund to your original payment method. We will do this within 14 days of receiving the goods back, or from the day you provide proof that you have sent them, whichever is sooner. Your bank or card provider may then need a little more time to show the funds in your account.
If more than 14 days have passed since we confirmed your refund and you have not received it, please contact us at info@kiticymru.com.
Exchanges
Items purchased in store may be exchanged within 14 days.
For online purchases, the quickest way to exchange an item is to return it for a refund and place a new order for the replacement.
Sale items
Sale items may be returned within 7 days when purchased in store or online in the UK. For orders delivered outside the UK, sale items may be returned within 14 days. They must meet the same return conditions as full-price items, as set out above.
Sale prices apply only during the advertised promotional period and cannot be applied retrospectively. Purchases made before or after a promotion are not eligible for price adjustments, partial refunds or price matching. To keep things fair and consistent for everyone, we honour the price in place at the time an order is completed.
Your legal rights
The following legal rights apply in addition to our returns policy above and are never affected by it.
Changing your mind (online orders)
If you buy from us online, you have a legal right to cancel your order under the Consumer Contracts Regulations 2013. You can cancel within 14 days of receiving your goods, without giving a reason.
To cancel, simply let us know within that 14-day window by emailing info@kiticymru.com. You are then given a further 14 days to send the goods back to us.
Provided the items are returned in a resaleable condition, we will refund the price you paid together with the standard outbound delivery charge. If you chose a faster or upgraded delivery option, we refund the cost of our standard delivery only. We may reduce a refund to reflect any loss in value where goods have been handled more than was necessary to check them, just as you could in a shop.
This right applies to full-price and sale items alike. For hygiene and safety reasons, lingerie, pierced earrings and toiletries are excluded once opened or unsealed, as are gift cards. This exclusion never affects your rights if an item is faulty.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, everything we sell must be as described, fit for purpose and of satisfactory quality. If an item is faulty, arrives damaged, or is not what you ordered, you are entitled to a refund, repair or replacement.
Please inspect your order on arrival and contact us as soon as you can at info@kiticymru.com or on 02922 806393 so we can put things right quickly. Where an item is faulty or we have sent the wrong item, we cover the cost of return and refund you in full, including delivery.
European Union orders
If your order is delivered to the European Union, you have a legal right to withdraw from your purchase within 14 days of receiving it, without giving a reason, under the EU Consumer Rights Directive.
To withdraw, tell us within that 14-day window by emailing info@kiticymru.com, or by using the cancellation function on our website. You then have 14 days to return the goods. Once we have your notice of withdrawal, we will refund the price paid plus the standard outbound delivery charge within 14 days, though we may hold the refund until we receive the goods back or you provide proof of return. Returned items must be in a resaleable condition. Return postage for a change of mind is your responsibility unless the item is faulty or incorrect.
