Konve Ltd · Legal & Compliance
Returns and Refund Policy
How Konve Ltd handles returns, refunds, and cancellations across all service lines and the Konve Shop.
This Returns and Refund Policy explains your rights and Konve’s obligations when you seek to return a product, cancel a service, or request a refund. It applies to all purchases made through konvegroup.com, including Konve Shop physical and digital products, EquHire digital services, and professional service engagements across Konve Advisory, Konve IT, and Konve People. This policy forms part of your agreement with Konve Ltd (Company No. 15826814) and should be read alongside our Terms and Conditions.
Quick reference
Physical goods (Consumer): 14-day right to cancel from delivery
Physical goods (Business): Faulty or not-as-described only
Software licences (activated): Non-refundable once activated
EquHire digital services: Non-refundable once questionnaire completed
Advisory and IT retainers: 30 days’ written notice to cancel
McKenzie Friend and People services: Scoped per engagement; see Section 6
Defective goods: Repair, replacement, or refund under Consumer Rights Act 2015
Contact: returns@konvegroup.com
If you are purchasing physical goods from Konve Shop as a Consumer (that is, as an individual acting outside any trade, business, craft, or profession), you have the right to cancel your order within 14 calendar days of the day on which you, or a person you nominate, takes physical possession of the goods. This right arises under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You do not need to give a reason for cancelling. You may cancel any part of an order or the whole order.
How to cancel
To exercise your right to cancel, you must inform us clearly before the 14-day period expires. You can do this by:
- emailing returns@konvegroup.com with your name, order number, and the item or items you wish to cancel; or
- writing to us by post at our registered address.
The cancellation is effective from the date you send your notification. We will acknowledge your cancellation by email within 2 Working Days.
Returning the goods
Once you have notified us of your cancellation, you must return the goods to us without undue delay and in any event within 14 calendar days of the date of your cancellation notice. Goods must be returned in the same condition in which they were received, with original packaging where reasonably practicable. You are responsible for the cost of returning goods unless the goods are faulty or not as described.
Please package goods securely. Konve accepts no liability for goods damaged in transit during return where the damage results from inadequate packaging by you. We recommend using a tracked delivery service and retaining proof of postage.
Refund on cancellation
Where you cancel within the 14-day period, we will refund the full price of the goods and the standard delivery charge you paid (if any). We will not refund any premium delivery charge where you chose a faster delivery option than our standard offering. The refund will be issued within 14 calendar days of the date we receive the returned goods, or the date you provide evidence of having returned the goods, whichever is earlier. Refunds are issued to the original payment method.
We may reduce the refund to reflect any diminishment in value of the goods resulting from handling beyond what is necessary to inspect them. If the goods are returned in a condition that indicates use beyond reasonable inspection, we reserve the right to deduct an amount proportionate to that use.
⚠ Excluded items
The 14-day cancellation right does not apply to the following categories of goods, even if purchased as a Consumer:
- goods that have been unsealed after delivery where they cannot be returned for hygiene or health protection reasons;
- goods that are clearly personalised or custom-built to your specifications (including custom system builds ordered through Konve Shop); and
- sealed software, audio, or video recordings that have been unsealed after delivery.
If you are purchasing physical goods from Konve Shop in the course of a business, trade, or profession ("Business Client"), the Consumer Contracts Regulations do not apply and there is no automatic right to cancel or return goods simply because you have changed your mind.
Returns for Business Clients are accepted only where:
- the goods are faulty or defective (see Section 3);
- the goods supplied do not match the description shown on the product page at the time of order; or
- we have agreed in writing to accept a return in a specific case.
All claims by Business Clients must be raised within 30 calendar days of delivery by emailing returns@konvegroup.com with the order number, a description of the issue, and photographic evidence where relevant.
If physical goods you receive from Konve Shop are:
- not of satisfactory quality;
- not fit for their intended purpose as described;
- not as described on the product page; or
- damaged in transit,
you are entitled to a remedy under the Consumer Rights Act 2015 (Consumers) or the Sale of Goods Act 1979 (Business Clients).
Consumer remedies
If you are a Consumer and the goods are faulty or not as described, your remedies depend on how quickly you raise the issue:
| Timeframe from delivery | Your remedy |
|---|---|
| Within 30 days | Right to a full refund (the short-term right to reject). You may alternatively request a repair or replacement. |
| 30 days to 6 months | Right to a repair or replacement as a first remedy. If that is not possible or does not resolve the issue, you are entitled to a refund (which may be reduced to reflect any use you have had of the goods). |
| After 6 months | You retain the right to seek a repair, replacement, or partial refund, but you will need to demonstrate that the fault existed at the time of delivery. |
How to report a fault
Email returns@konvegroup.com with your order number, a clear description of the fault, and photographs where the fault is visible. We will respond within 2 Working Days with instructions. Do not return goods without first obtaining a return authorisation from us, as unauthorised returns may not be processed.
Manufacturer warranties
Many products sold through Konve Shop carry a manufacturer’s warranty in addition to your statutory rights. Where a manufacturer warranty applies, we will provide you with the relevant warranty details on or with delivery. Manufacturer warranty claims are handled by the manufacturer directly; Konve will provide reasonable assistance in facilitating a warranty claim where requested.
If your order does not arrive within the estimated delivery window shown at the time of purchase, or if items are missing from your order, please contact us at returns@konvegroup.com with your order number and a description of the issue.
We will investigate with our courier or supplier and respond within 3 Working Days. Where goods are confirmed as lost in transit or were not dispatched, we will offer a replacement or a full refund at your choice. Where an item is missing from a multi-item order, we will dispatch the missing item or issue a partial refund for that item.
Claims for non-delivery must be raised within 28 calendar days of the estimated delivery date.
Software licence keys and electronically delivered products sold through Konve Shop are supplied subject to the end-user licence agreement of the relevant software publisher. Konve acts as a reseller and is not the software publisher.
⚠ Non-refundable once activated or delivered
Software licence keys and activation codes are non-refundable once they have been delivered to you electronically or once activation has taken place, except where the product is demonstrably defective. This applies to both Consumer and Business Client purchases. By purchasing software delivered electronically, you expressly acknowledge this condition at the point of purchase.
Defective software
If a software licence key does not work and cannot be activated, please contact us at returns@konvegroup.com within 7 calendar days of delivery with your order number and a description of the activation error. We will liaise with the publisher to provide a replacement key or, where that is not possible, issue a full refund.
Compatibility
You are responsible for verifying that any software product is compatible with your hardware and operating system before purchase. Konve will display system requirements as provided by the publisher. Incompatibility with your specific system configuration is not grounds for a refund where the product meets its published specifications.
Subscription software
Where software is supplied as a subscription (for example, annual licence renewals), the subscription period begins on activation. Unused time remaining on a subscription is non-refundable on cancellation unless the software is defective.
EquHire services (Formal Feedback Request, Automated Decision Challenge, DSAR Submission Service, and Recruitment Agency Follow-Up) are Digital Content as defined under the Consumer Rights Act 2015. Each service delivers personalised correspondence generated from the information you provide through a secure questionnaire, made available in your account portal.
Cancellation before the questionnaire is completed
You may cancel an EquHire purchase before you begin the questionnaire by contacting us at returns@konvegroup.com. Where you cancel before the questionnaire is completed and no correspondence has been generated, we will issue a full refund within 5 Working Days.
⚠ Non-refundable once the questionnaire is submitted
By completing the questionnaire and submitting your responses, you expressly request that delivery of the Digital Content begins immediately. You acknowledge that your 14-day statutory cancellation right is lost once delivery has commenced with your consent. EquHire services are non-refundable once the questionnaire has been submitted, except where the Digital Content is defective (see below).
Defective Digital Content
If the correspondence generated through an EquHire service does not conform to the service description (for example, where the output is clearly unrelated to the information you provided or is technically unusable), please contact us at returns@konvegroup.com within 7 calendar days of receiving your correspondence. We will review the output and, where a defect is confirmed, provide a corrected version at no additional charge or, where correction is not possible, issue a full refund.
A difference of opinion about the tone, approach, or phrasing of AI-assisted correspondence does not constitute a defect. The correspondence is generated on the basis of the information you provide; dissatisfaction arising from information you did not include or from an outcome you did not achieve is not grounds for a refund.
Purchase errors
If you purchased the wrong EquHire service in error and have not yet completed the questionnaire, contact us immediately at returns@konvegroup.com. We will cancel the incorrect purchase and arrange a refund or exchange for the correct service, provided the questionnaire has not been started.
Konve Advisory and Konve IT services are provided to Business Clients under individual Engagement Letters. The Consumer Contracts Regulations do not apply to business-to-business contracts. The following terms govern cancellation and refunds for these engagements.
Fixed-fee engagements
Where a service is provided on a fixed-fee basis (for example, a Microsoft 365 deployment, Cyber Essentials programme, or ISO 27001 readiness project), fees are structured in accordance with the payment schedule in your Engagement Letter. If you cancel a fixed-fee engagement before completion:
- you remain liable for all fees corresponding to work completed up to the date of cancellation;
- you remain liable for any committed third-party costs incurred by Konve on your behalf up to the date of cancellation; and
- any deposit paid that has not been earned by work completed will be refunded within 14 Working Days of cancellation being confirmed in writing.
Retainer engagements
Retainer engagements (including Fractional DPO, Fractional CTO, managed backup, Intune managed environment, and IAM managed retainer) run on a rolling monthly basis. To cancel a retainer:
- provide written notice by email to the contact address in your Engagement Letter or to hello@konvegroup.com;
- notice must be received at least 30 calendar days before the next billing date to avoid that month’s retainer being charged; and
- fees paid for the current retainer period are not refundable on a pro-rata basis unless Konve is in material breach.
Cancellation by Konve
Where Konve cancels an engagement for reasons other than your breach (for example, due to a conflict of interest or force majeure), we will refund any prepaid fees on a pro-rata basis for work not yet performed within 14 Working Days.
Service quality disputes
If you believe a deliverable does not meet the standard agreed in your Engagement Letter, please raise the matter promptly through our complaints process (Section 9). We will work with you to remedy the issue before any refund discussion is appropriate. Refunds for advisory or IT deliverables are considered only where a defect cannot be remedied and where the standard of care falls materially short of that agreed in scope.
Konve People services, including McKenzie Friend support for civil court and tribunal proceedings, are individually scoped and priced. The specific cancellation and refund terms for each engagement are set out in the written scope document provided before any work begins.
The following general principles apply in the absence of specific terms in your scope document:
- Cancellation before any work has commenced: a full refund of any deposit paid will be issued within 10 Working Days.
- Cancellation after work has commenced but before a hearing: you are liable for fees corresponding to work completed to the date of cancellation. Any deposit paid in excess of the value of work completed will be refunded within 10 Working Days.
- Cancellation on or after the day of a hearing: no refund is available for hearing attendance fees, as those are committed costs that cannot be recovered by Konve. Pre-hearing preparation fees are calculated and billed as above.
Where a court or tribunal refuses McKenzie Friend attendance at a hearing, you will be informed immediately. In such circumstances, Konve will provide alternative support where possible. Hearing attendance fees will not be charged for a session at which we were not permitted to attend, but all preparatory work completed to that date remains billable.
ⓘ No outcome-based refunds
Konve People does not offer refunds based on the outcome of court or tribunal proceedings. Our obligation is to provide the agreed procedural and administrative support to a professional standard. The outcome of proceedings depends on many factors outside Konve’s control, including the evidence, the law, and the independent judgment of the court or tribunal.
All return and refund requests should follow the steps below. This applies across all service lines and product types.
Contact us
Email returns@konvegroup.com with your full name, order or engagement reference number, the product or service concerned, and a clear description of your reason for requesting a return or refund. Where the issue relates to a physical product, please include photographs if the fault is visible.
Acknowledgement
We will acknowledge your request within 2 Working Days and confirm whether your request falls within this policy. If additional information is needed, we will ask for it at this stage.
Return authorisation (physical goods only)
For physical goods, do not return items without first receiving a written return authorisation from us. We will provide a return address and, where we are at fault, a prepaid return label. Unauthorised returns may not be accepted or processed.
Assessment
On receipt of returned goods or review of a digital service issue, we will assess the request and confirm our decision within 5 Working Days. We will notify you by email of the outcome and the refund amount (if any) and method.
Refund issued
Approved refunds are issued to the original payment method within the timeframes specified in the relevant section of this policy. Refunds to card payments are subject to processing times that may vary by card issuer, typically 3 to 10 Working Days from the date of issue.
Returns and refunds
Include your order or engagement number in all correspondence. We aim to acknowledge all requests within 2 Working Days.
General enquiries
For questions about this policy or your order before raising a formal return request.
By post
Konve Ltd
[Registered Address]
England
Nothing in this Returns and Refund Policy affects your statutory rights under applicable UK law, including:
- the Consumer Rights Act 2015, which implies terms as to the quality, fitness for purpose, and description of goods and digital content in Consumer contracts;
- the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which give Consumers a 14-day right to cancel distance contracts for goods;
- the Sale of Goods Act 1979 (as amended), which applies to Business Client purchases of physical goods; and
- any other statutory protection applicable in your jurisdiction within the United Kingdom.
This policy sets out Konve’s procedures for handling returns and refunds and in some areas provides rights in addition to your statutory minimum entitlements. Where this policy offers less than your statutory entitlement in any particular situation, your statutory rights prevail.
✓ Your rights are protected
This policy does not seek to limit or exclude your statutory rights as a Consumer. If you are unsure of your rights, you can seek free independent advice from Citizens Advice (citizensadvice.org.uk) or the Consumer helpline on 0808 223 1133.
We may update this Returns and Refund Policy from time to time. The version number and effective date shown at the top of this document will always indicate the current version. Any update will be published on this page. Changes do not affect returns or refund requests that are already in progress at the date of the change.
The current version of this policy is always available at konvegroup.com/returns.
Document control