Bowes Kinleaf – Refund & Returns Policy
Thank you for shopping with Bowes Kinleaf. We take immense pride in the quality of our curated skincare, accessories, homeware, and garden items.
If you need to return an item, our policy is designed to be fair, clear, and fully compliant with UK consumer law. Please read our guidelines below to see if your purchase qualifies for a return or refund.
1. Statutory 14-Day "Change of Mind" Returns
Under the UK Consumer Contracts Regulations 2013, you have the right to change your mind and cancel your online order.
- The Window: You must notify us via email within 14 days of your package being delivered that you wish to return your item(s).
- The Return Timeline: Once you have notified us, you have a further 14 days to safely post the items back to us.
- Condition of Items: To qualify for a "change of mind" refund, items must be completely unused, unopened, in their original packaging, and in a 100% resalable condition.
2. Strict Hygiene & Product Exceptions
To protect the health and safety of our customers, and to prevent fraudulent returns, we enforce strict limitations on certain product lines:
- Skincare, Oils, & Cosmetics: Due to health protection and hygiene rules, we cannot accept returns or issue refunds for any skincare products if their protective seal, wrapping, or container has been opened or broken after delivery.
- Curated Gift Sets (for example the Kinleaf Connection Ritual): Box sets are sold as a single, complete commercial unit. If the outer tamper seal on the main presentation box has been broken or tampered with, the entire set becomes immediately non-returnable. We do not accept partial returns or exchanges for individual items inside the set.
3. Damaged, Leaking, or Faulty Items
Your rights are fully protected under the UK Consumer Rights Act 2015 if an item arrives defective.
- 30-Day Window: If an item arrives damaged, broken, or has leaked in transit, you must report it to us within 30 days of delivery to claim a refund or replacement.
- Proof of Damage: We require clear photographic evidence of the damage or leak, sent to our customer service email, before we can authorise a solution.
- Our Solution for Sets: If a single item inside a sealed collection (like the Kinleaf Connection Ritual set) has leaked or arrived damaged, we will replace that specific faulty item to complete your set. We do not issue a full refund for the entire set if replacing the single damaged element resolves the issue.
4. How to Send a Return (Safe Shipping)
- Return Shipping Costs: You are responsible for paying your own shipping costs for returning items if you have simply changed your mind. Shipping costs are only refundable if the item was officially deemed faulty or damaged by us.
- The Tracking Requirement (Crucial): Returned items remain your legal responsibility until they are signed for at our address. You must use a tracked or signed-for delivery service and retain your proof of postage. If a return goes missing in the postal system and you cannot provide trackable proof of delivery to us, Bowes Kinleaf reserves the right to refuse your refund.
5. Processing Your Refund
Once your return is received and inspected by us, we will send you an email to notify you whether your refund has been approved or rejected based on the condition of the items.
- If approved, your refund will be processed automatically back to your original payment method.
- Please note it can take between 5 to 10 business days for your bank or credit card company to clear and post the refund to your account.
6. How to Start a Return
To initiate a return, please email us with your order number and the reason for your return. Do not post items back to us without contacting us first, as unauthorised returns cannot be processed. We will then provide you with the returns address.