Refund and Returns Policy

Date: 28 September 2025

Our Promise

At Konve, we want you to be completely happy with your purchase. We understand that sometimes an item isn’t quite right, and we’ve designed our returns process to be as simple and fair as possible.

If you have any questions, our customer service team is here to help. Please contact us at sales@konvegroup.com.

“Change of Mind” Returns: Our 30-Day Policy

If you change your mind, you can return your item(s) to us within 30 days of receiving your order for an exchange or a full refund. This 30-day window is a common customer expectation and exceeds the legally required minimum.

For items bought in a sale, the return period is 14 days from the date you received your order.

Faulty or Incorrect Items

We take great care to ensure our products are of the highest quality. However, if you receive an item that is faulty, damaged, or not as described, you have a legal right to a remedy under the Consumer Rights Act 2015.

Within 30 days of delivery: You are legally entitled to a full refund for a faulty item.
After 30 days (up to 6 months): We will offer a repair or replacement for the faulty item. If that is not possible or is unsuccessful, you will then be entitled to a full refund.

Please select the “Faulty/Incorrect Item” option when starting your return so we can process it correctly. Return shipping for faulty items is always free of charge.

How to Start a Return

Returning an item is easy. We use a simple online portal to make the process as smooth as possible.

Visit our Returns Portal:
Enter Your Details: You will need your order number (from your confirmation email) and the email address used for the purchase.
Select Your Items: Choose the item(s) you wish to return and select the reason. This feedback helps us improve our products and service.
Choose Your Return Method: Select whether you would like an exchange or a refund.
Get Your Label: Follow the on-screen instructions to receive your return shipping label or QR code.

Exchanges

We are happy to offer exchanges for a different size or colour of the same item, subject to availability.

Return shipping for all exchanges is FREE. We will provide a prepaid return label to make it as easy as possible for you.

Non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

If you would prefer a refund, we will process this back to your original payment method.

For “change of mind” returns, a flat-rate return shipping fee of £ 5.00 will be deducted from your refund total.
Refunds are processed within 14 days of your item being received and inspected at our warehouse. We will notify you by email once your refund has been issued.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Condition of Returned Items

To be eligible for a “change of mind” return, items must be returned in their original condition:

Unused and unworn.
With all original tags and labels still attached.
In their original packaging, where possible.

We reserve the right to reduce your refund if you have handled the goods in a way that diminishes their value. Returned items are your responsibility until they reach us, so please ensure they are packed securely. We recommend getting proof of postage.

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Extended Holiday Returns

To make shopping for gifts easier, we offer an extended return period during the festive season. Orders placed between November 1st and December 24th can be returned for any reason until January 31st of the following year.

Your Statutory Rights

This policy is offered in addition to your legal rights. Under UK law, you have a statutory right to cancel an online order within 14 days and specific rights for goods that are faulty. This policy does not affect your statutory rights.