Refund policy

At Kelvyx, every piece is made to order. Nothing sits in a warehouse waiting to be picked and packed — your order goes into production once it's placed, which is how we keep our runs small and our quality high. Because of that, our returns process works a little differently to a typical high-street retailer, and we want you to know exactly where you stand before you buy.

This policy is governed by English law and reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

## 1. Cancellations

### 1.1 The 15-Minute Window

You have **15 minutes** from the moment your order is confirmed to cancel it for a full refund, no questions asked.

To cancel within this window, email us straight away at **hello@kelvyx.co.uk** with your order number. If we receive your request in time, we'll cancel the order and refund you in full within 14 calendar days.

### 1.2 After 15 Minutes

Once that window closes, your piece enters production — fabric is cut, and time and materials are committed to your specific order. From this point:

- Cancellations are subject to a **20% production charge** on the order value, to cover materials and labour already committed.
- Where production is substantially complete, a higher deduction may apply, reflecting the actual costs incurred. We'll always explain this to you in writing before processing anything.
- Any refund due will be issued within 14 calendar days of us confirming the charge with you.

### 1.3 Made-to-Order Products & Your Statutory Rights

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the standard 14-day cooling-off period doesn't apply to goods made to a customer's specification. As every Kelvyx piece is cut and made specifically for your order, this exemption applies across our current collection. Your right to cancel is therefore limited to the 30-minute window above — please make sure you're happy with your size and selection before checking out.

## 2. Faulty or Defective Items

We take quality seriously, and every piece is checked before it leaves our hands. Occasionally — as with any handmade product — something can slip through. If that happens, we'll put it right.

Under the Consumer Rights Act 2015:

- **Within 30 days of delivery** — you can reject the item for a full refund, or request a repair or replacement.
- **Between 30 days and 6 months** — you're entitled to a free repair or remake. If we can't do this within a reasonable time, you're entitled to a price reduction or refund instead.

**To report a fault:**

1. Email **hello@kelvyx.co.uk** within 14 days of receiving your order, quoting your order number.
2. Include clear photos or video showing the full garment, a close-up of the fault, and the care label.
3. We'll aim to come back to you within 2 working days with next steps — a remake, repair, or refund.
4. If we need the item returned, we'll send you a returns reference and instructions. Please don't send anything back before this.

**Returning a faulty item:** use a tracked postal service — we can't take responsibility for anything lost in transit without proof of postage. Where the fault is confirmed as ours, we'll reimburse reasonable return postage on receipt and inspection of the item. Refunds or remakes are processed within 14 calendar days of the item arriving back with us.

## 3. Change of Mind

Because every piece is made specifically for your order, we're unable to offer refunds or exchanges for change of mind, incorrect size selected, or similar — unless a statutory right applies as set out above. This includes orders where you've approved a size or specification at checkout.

If you're unsure about sizing before you order, email us at hello@kelvyx.co.uk — we're always happy to help you get it right the first time.

## 4. Damaged in Transit

If your order arrives visibly damaged:

- If the outer packaging is badly damaged, you're welcome to refuse delivery and let us know straight away.
- If you only notice the damage once you've opened it, photograph the packaging and the item before doing anything else with it.
- Email us within 48 hours of delivery with your order number and photos.

Once confirmed, we'll offer a free remake or a full refund, and we'll respond within 2 working days.

## 5. Lost in Post

If your order hasn't arrived within the estimated delivery window:

- Please allow 3 working days beyond the estimated date before getting in touch.
- Email us with your order number and we'll investigate with the courier on your behalf.
- Once a parcel is officially confirmed lost, we'll offer a free remake or a full refund. This is typically confirmed 10 working days after the estimated delivery date for UK orders, and up to 20 working days for international orders, in line with standard courier investigation windows.

**Orders in multiple parcels:** as explained in our https://kelvyx.co.uk/policies/shipping-policy , some orders are produced and dispatched in more than one parcel. If part of your order has arrived but another part hasn't, please let us know which item(s) are missing along with your order number — we'll only need to investigate the outstanding parcel, and any resolution will apply to that item alone.

We're not able to take responsibility for delays or non-delivery caused by an incorrect address provided at checkout — please double-check your details before ordering.

## 6. Refunds — Timescales & Method

Situation | Refund timescale |

Cancelled within 15 minutes | Initiated within 24 hours, in your account 5–10 business days later 

Cancelled after 15 minutes (20% charge applies) | Remaining balance refunded within 14 days 

Confirmed manufacturing fault | Within 14 days of confirmation or receipt of returned item 

Damaged in transit / lost in post | Within 14 days of confirmation 

All refunds go back to your original payment method. We're not able to refund to a different card or account.

## 7. Colour & Size

• Colour: screens vary, and small variations between what you see online and the finished garment are a normal part of dyeing and printing. We don't offer returns based solely on minor colour differences.
• 
  Size: every piece is cut to the measurements on our size guide. As with any made-to-order garment, marginal variances of a few millimetres can occur — this falls within normal tolerance for small-batch manufacturing.

If you're between sizes or unsure, message us before ordering.

## 8. Complaints

If you're not happy with how a query has been resolved:

1. Reply to your existing email thread and ask for it to be escalated.
2. If still unresolved, write to us at the below address:                                                Kelvyx Limited, 66 Paul Street, London, EC2A 4NA.**
3. You may also refer the matter to the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

Your statutory rights under the Consumer Rights Act 2015 are unaffected by this policy.

## 9. Contact Us

For anything to do with returns, refunds, or a quality concern, email us at **hello@kelvyx.co.uk** with your order number to hand — we'll come back to you as quickly as we can.

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*Last updated: 10/08/2026 — Kelvyx Limited, registered in England & Wales,      Company No. 17390398.*