Refund policy
At Khal Gold, your satisfaction is our priority. We want you to feel completely confident when purchasing from us, and if something isn't quite right, we're here to make it easy. This policy explains your rights and how returns and refunds work, in line with UK consumer law.
30-Day Return Policy You have the right to return your order within 30 days of receiving your item. This includes your right to change your mind under the Consumer Contracts Regulations. To be eligible for a return, the item must be unused, in its original condition, and returned in its original packaging with all included components and accessories.
If you wish to return an item, please contact us first at hello@khalgold.com with your order number and reason for return. We will provide you with the next steps and return instructions. Items sent back without prior contact may experience delays in processing.
Change of Mind If you decide that the item is not suitable, you may return it within 30 days of delivery. The item must not be installed, used, or damaged. Customers are responsible for arranging and covering the cost of return shipping for change-of-mind returns unless the item is faulty. We recommend using a tracked delivery service, as we cannot be responsible for items lost during return transit.
Faulty or Damaged Items If your item arrives damaged, defective, or not as described, please contact us within 48 hours of delivery and provide clear photographs of the issue. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if the item is faulty. We will assess the issue promptly and arrange an appropriate solution. In cases of confirmed faults or damage, we will cover reasonable return shipping costs.
Refund Process Once we receive your returned item and inspect it, we will notify you of the outcome. If approved, your refund will be processed within 10 working days to the original payment method. Please note it may take additional time for your bank to process the refund. We do not charge restocking fees.
Non-Returnable Situations Items that have been used, damaged after delivery, or returned without original packaging may not be eligible for a full refund. If an item is returned in a condition that reduces its value, we reserve the right to make a reasonable deduction, in accordance with UK consumer law.
Exchanges At this time, we do not offer direct exchanges. If you would like a different item, we recommend returning the original item (if eligible) and placing a new order.
How to Start a Return To initiate a return, please contact us using the details below:
- Trade name: Khal Gold
- Email: hello@khalgold.com
- Phone: 07415 159050
Please include your full name, order number, and details of your request. Our team will respond promptly and guide you through the process. We appreciate your trust in Khal Gold and are committed to making your shopping experience simple, transparent, and worry-free.