Refund policy
Returns and refunds
This policy applies to new orders from 2 November 2026. Any longer return period or other promise made when an existing order was placed will still be honoured. Your statutory rights are not limited by this policy.
Change of mind or wrong size
For standard, non-personalised products, tell us within 14 days after delivery if you wish to cancel or return your order. You then have 14 days to send it back. You may also tell us you wish to cancel before delivery. Standard catalogue designs remain eligible even when printed after you order.
Email hello@kittribune.com with your order number and a clear statement that you wish to cancel or return. We will provide return instructions and the appropriate return address. Do not send items to the address on the parcel without checking with us. You pay direct return postage for a change of mind or a size you selected incorrectly. There is no restocking fee.
You may inspect and try on items as you would in a shop. Please return them with their tags and packaging where possible. We may deduct only for diminished value caused by handling beyond what is necessary to check their nature, characteristics and fit.
Faulty, damaged, misprinted or incorrect items
Contact hello@kittribune.com as soon as possible, ideally within 30 days of delivery, with your order number and clear photos showing the problem and the item label. For damage in transit, include photos of the packaging if available. We will arrange an appropriate replacement or refund at no extra cost. If a return is needed, we cover reasonable return postage or provide a label. Please contact us before sending a faulty item back.
The 30-day reporting request helps us resolve production claims promptly; it is not a cut-off for your legal rights. UK customers retain the statutory short-term right to reject faulty goods within 30 days and any further rights to repair, replacement or refund. We do not require a replacement where the law gives you a refund right.
Delayed, missing or undeliverable orders
If your parcel has not arrived by the stated delivery estimate, contact us promptly so we can investigate. We remain responsible for delivery as required by law. Please check your address before ordering and contact us immediately if it needs correcting. If a parcel is returned because an address you supplied was incorrect or incomplete, we will explain any reasonable additional delivery or replacement costs before you agree to them. This does not remove cancellation or refund rights.
Refunds
Refunds are made to the original payment method. For a full change-of-mind cancellation, we refund the goods and the cost of our least expensive standard outbound delivery, including applicable taxes collected by us. Any extra amount paid for an upgraded delivery service is not refundable for a change of mind. We process the refund within 14 days of receiving the returned goods or evidence you sent them, whichever is earlier. If no goods were sent, we refund within 14 days of your cancellation notice. Your bank may take additional processing time.
Personalised items
Only items genuinely made to your individual specifications or clearly personalised, such as a customer name added to the design, may be excluded from change-of-mind cancellation. This will be stated before purchase. Faulty-item rights still apply.
Contact: hello@kittribune.com