Return Policy

1. Introduction

At Khythranzex, we are committed to your satisfaction with our products. This Return Policy explains your rights to return products and receive refunds in accordance with United Kingdom consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please read this policy carefully to understand your rights and our procedures for returns and refunds. If you have any questions about this policy, please contact us using the information provided at the end of this document.

2. Your Right to Cancel (Cooling-Off Period)

2.1 Statutory Cancellation Right

Under UK consumer protection law, you have the right to cancel your order within 14 days of receiving your products without giving any reason. This is known as the "cooling-off period." To exercise your right to cancel, you must inform us of your decision to cancel within the 14-day period.

2.2 How to Cancel

To cancel your order, you must send us a clear statement of your decision to cancel. You can do this by:

• Sending an email to request@khythranzex.world with your order number and a statement that you wish to cancel
• Calling us at +44 20 8951 0155 and informing us of your cancellation
• Sending a letter to our address: International House, 100 Wood Street, London EC2V 7AN, United Kingdom

You do not need to provide a reason for cancellation during the cooling-off period.

2.3 Cancellation Deadline

The 14-day cancellation period begins on the day after you (or a third party you have designated, other than the carrier) receive the products. To meet the cancellation deadline, it is sufficient that you send your communication concerning your exercise of the right to cancel before the cancellation period expires.

2.4 Effects of Cancellation

If you cancel your order within the cooling-off period, we will reimburse all payments received from you, including the cost of standard delivery. We will process the refund within 14 days of receiving your cancellation notice. However, we may withhold the refund until we have received the returned products or until you have provided evidence of having sent back the products, whichever is earliest.

3. Returning Products

3.1 Return Timeframe

You must return the products to us within 14 days of notifying us of your cancellation. The deadline is met if you send back the products before the 14-day period expires.

3.2 Return Shipping

You are responsible for the cost of returning the products unless we agree otherwise. We recommend using a tracked delivery service, as we cannot be held responsible for items lost or damaged in transit. Please ensure products are securely packaged to prevent damage during return shipping.

3.3 Return Address

Please return products to the following address:

Khythranzex Returns Department
International House, 100 Wood Street
London EC2V 7AN
United Kingdom

Please include your order number and contact information with the returned products to help us process your return efficiently.

3.4 Product Condition

Products must be returned in their original condition, unused, and in their original packaging with all labels and seals intact. We reserve the right to refuse returns or reduce refunds if products are not in their original condition, have been damaged, or show signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the products.

You may examine the products in the same way you would in a physical store, but you should not use them beyond what is necessary to decide whether to keep them.

4. Refunds

4.1 Refund Processing

Once we receive and inspect your returned products, we will send you an email notification confirming receipt. We will then process your refund within 14 days of receiving the returned products or evidence of return.

4.2 Refund Method

Refunds will be issued using the same payment method you used for the original purchase unless you expressly agree otherwise. You will not incur any fees as a result of the refund.

4.3 Refund Amount

If you cancel within the cooling-off period and return products in their original condition, you will receive a full refund of the product price and standard delivery charges. If you selected premium or expedited delivery, we will only refund the cost of standard delivery.

If products are returned in a condition that is not acceptable (e.g., opened, used, or damaged), we may reduce the refund proportionally to reflect the diminished value of the products.

4.4 Refund Timing

Please allow 5-10 business days after we process your refund for the funds to appear in your account, depending on your payment provider's processing times.

5. Exceptions to the Right to Cancel

Under UK consumer protection law, certain products are exempt from the right to cancel. The following products cannot be returned unless they are faulty:

• Products that have been unsealed and are unsuitable for return due to health protection or hygiene reasons (e.g., dietary supplements with broken seals)
• Products that are personalized or made to your specifications
• Products that can deteriorate or expire rapidly
• Sealed products that have been unsealed after delivery and cannot be returned for health or hygiene reasons

If you believe your product is faulty, please refer to Section 6 below regarding faulty or damaged products.

6. Faulty or Damaged Products

6.1 Your Rights

Under the Consumer Rights Act 2015, you have the right to receive products that are of satisfactory quality, fit for purpose, and as described. If products are faulty, damaged, or not as described, you have the following rights:

• Short-term right to reject (first 30 days): You can reject the products and receive a full refund, including delivery costs.
• Right to repair or replacement: After 30 days, you can request a repair or replacement of the faulty products.
• Right to price reduction or final right to reject: If repair or replacement is not possible or does not resolve the issue, you can request a price reduction or reject the products for a refund.

6.2 Reporting Faulty Products

If you receive faulty or damaged products, please contact us as soon as possible and within 30 days of receipt. Provide your order number, a description of the fault or damage, and photographs if possible. We will assess the issue and provide instructions for returning the products or arranging a replacement.

6.3 Return of Faulty Products

We will cover the cost of returning faulty or damaged products. We will provide you with a prepaid return label or reimburse your return shipping costs upon receipt of the products.

6.4 Refunds for Faulty Products

If you reject faulty products within 30 days, we will provide a full refund, including the original delivery costs and the cost of returning the products. Refunds will be processed within 14 days of receiving the returned products.

7. Non-Delivery

7.1 Missing Orders

If your order does not arrive within the estimated delivery timeframe, please contact us immediately. We will investigate the issue with the courier and work to resolve it as quickly as possible.

7.2 Refunds for Non-Delivery

If we cannot locate your order or arrange redelivery, we will provide a full refund or send a replacement at no additional cost, at your choice.

8. Incorrect Products

If you receive incorrect products (products that are different from what you ordered), please contact us immediately. We will arrange for the correct products to be sent to you at no additional cost and provide instructions for returning the incorrect products. We will cover all return shipping costs for incorrect products.

9. Change of Mind Returns (After Cooling-Off Period)

If you wish to return products after the 14-day cooling-off period has expired and the products are not faulty, we may, at our discretion, accept returns on a case-by-case basis. Please contact us to discuss your situation. Any returns accepted outside the cooling-off period are subject to the following conditions:

• Products must be unopened, unused, and in their original packaging with all seals intact
• You must contact us within 30 days of receiving the products
• You are responsible for return shipping costs
• Refunds will be issued for the product price only, excluding delivery costs
• A restocking fee may apply

We reserve the right to refuse returns that do not meet these conditions.

10. Exchanges

We do not offer direct exchanges. If you wish to exchange a product for a different item, you must return the original product for a refund and place a new order for the desired item. This ensures you receive the correct product as quickly as possible.

11. Refund Delays

If you have not received your refund within the timeframes specified in this policy, please:

• Check your bank account or payment provider account again
• Contact your payment provider, as there may be processing delays
• Contact us at request@khythranzex.world with your order number and refund details

We will investigate any refund delays and work with you to resolve the issue.

12. Consumer Rights

This Return Policy does not affect your statutory rights under UK consumer protection law. Your statutory rights include:

• The right to receive products that are of satisfactory quality, fit for purpose, and as described
• The right to cancel distance sales contracts within 14 days
• The right to remedies (repair, replacement, price reduction, or refund) for faulty products
• Protection against unfair terms in consumer contracts

For more information about your consumer rights, visit the Citizens Advice website at citizensadvice.org.uk or contact the Citizens Advice consumer helpline.

13. International Returns

This Return Policy applies to orders delivered within the United Kingdom. If you are ordering from outside the UK, different terms may apply. Please contact us before placing an international order to understand the applicable return and refund terms.

For international returns, you are responsible for all return shipping costs, customs duties, and import taxes. We cannot refund customs duties or import taxes paid on the original shipment.

14. Promotional and Discounted Items

Products purchased during promotional periods or at discounted prices are subject to the same return policy as full-price items. You will receive a refund based on the price you actually paid for the products.

If you received free products as part of a promotion (e.g., buy one get one free), and you return the purchased item, you must also return the free item to receive a full refund.

15. Gift Returns

If you received products as a gift and wish to return them, please contact us. We will work with you to process the return. Refunds for gift returns will be issued to the original purchaser's payment method unless alternative arrangements are made.

16. Bulk or Business Orders

Different terms may apply to bulk orders or orders placed by businesses. If you are placing a bulk or business order, please contact us to discuss the applicable return and refund terms before completing your purchase.

17. Dispute Resolution

If you are not satisfied with how we have handled your return or refund, please contact us to discuss your concerns. We are committed to resolving any issues fairly and promptly.

If we cannot resolve your complaint to your satisfaction, you may refer the matter to the Alternative Dispute Resolution (ADR) provider or the Online Dispute Resolution (ODR) platform provided by the European Commission. You also have the right to take legal action through the courts.

18. Changes to This Return Policy

We may update this Return Policy from time to time to reflect changes in our practices or legal requirements. Any changes will be posted on this page with a new "Last Updated" date. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

19. Contact Us

If you have any questions about this Return Policy or need assistance with a return, please contact us:

Khythranzex
International House, 100 Wood Street
London EC2V 7AN
United Kingdom
Phone: +44 20 8951 0155
Email: request@khythranzex.world

Our customer service team is available to assist you with any return or refund inquiries. We aim to respond to all inquiries within 24-48 hours during business days.