Refund and Returns Policy

 

We are committed to ensuring that our returns policy aligns with the rights afforded to consumers under UK law, specifically the Consumer Rights Act 2015 and The Consumer Contracts Regulations 2013. Your statutory rights are not affected.

Returns & Refunds
You have the right to return most items within 30 days of receiving your order for a full refund. Items must be returned to the following address:
KeiCo, Unit 7-8, 31-33 Kenyon Road, Lomeshaye, Brierfield, BB9 5SP

  • Items must be returned in the same condition in which you received them. This means new items must be unused, undamaged, and complete with all original packaging.
  • Refunds will be issued within 14 days of us receiving the returned goods and will be refunded using the original payment method. Please note that the cost of return postage is not covered by us unless the item is faulty or misdescribed.
  • Please retain your proof of postage when returning items.

Non-Refundable Items

  • Personalised or custom-made items: As per The Consumer Contracts Regulations 2013, we are unable to accept returns, exchanges, or refunds on personalised or bespoke items unless faulty.
  • Discounted or sale items: Orders placed using discount codes or purchased during a sale are considered non-refundable.

Made-to-Order Products
For items in our Sauna, Cold Plunge, Outdoor Living, and Retreat collections, which are made-to-order, a 50% non-refundable deposit is required at the time of purchase. This deposit secures the product and mitigates the risk of cancellation, as these items are manufactured specifically to your unique requirements. Once production has started, the order cannot be cancelled or refunded unless the item is faulty or not as described, in compliance with UK law.

Faulty or Misdescribed Items
If you receive an item that is faulty or not as described, you have the right to a full refund, repair, or replacement, in line with the Consumer Rights Act 2015. Please contact us within 30 days of receipt for assistance.

Refund Processing
Refunds will typically take up to 7 working days to appear in your account once processed. We will notify you once your refund has been issued.

For further information about your statutory rights, please refer to the UK government’s Consumer Rights website.