Refund and Returns Policy

Refund and Returns Policy

Our refund and returns policy lasts 30 days, from the date that you accept your item.

e.g. If you had an item that was attempted to be delivered on January 1st, but you do not collect your item from a depot until January 14th, you have 30 days from January 14th.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-returnable Items: Kintsugi Commerce do not currently stock any items that are non-returnable.

To complete your return, we require a receipt or proof of purchase, please notify us of any returns, to enable us to process your refund as quickly as possible.

There are certain situations where only partial refunds are granted:

  • 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
  • International orders where import duty is refused

Who pays return postage?

If you wish to return your item, you are responsible for the return of the item. Please ensure that the item is securely packaged and that you obtain a proof of postage, as Kintsugi Commerce Ltd are not responsible for returns that are lost or damaged in transit.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, along with confirmation of your refund, which will appear on your original payment method in 2-3 days.

Refunds are only submitted to original payment methods, a store voucher may be issued if you no longer have access to your original payment method.

Outbound Postage Refunds

If you have ordered multiple items, and you are requesting a partial return of an order, you will be refunded the price of the item(s) returned.

If you return your entire order, the outbound shipping will be refunded at the standard rate.


Kintsugi Commerce Ltd only replace items if they are defective or damaged. Please retain your item, as we will request images of the defective/damaged item to ascertain whether we believe it to be the result of courier damage or a defective products.

In some cases we may request that the defective items are returned to us, if this is the case, Kintsugi Commerce Ltd will issue a paid returns label.

If you wish to exchange your item for a different size, or product, please raise a returns request, a refund will be issued on receipt of the returned item(s). 

Lost and Missing Parcels

In the event of a lost or missing parcel, a full refund, including any upgraded outbound shipping options are refunded. To enable us to track lost and missing parcels, we do not issue replacements. We will issue a full refund, this is to ensure that re-ships are not missed and to avoid disappointment.

UK shipping: we request that you wait 15 working days before we can issue a refund, in some cases  this may be as little as 5 working days, dependent on the courier company chosen to ship your order.

Need help?

Contact us at for questions related to refunds and returns.