Returns & Refunds

This policy explains how returns, cancellations, exchanges and refunds work when you buy goods from Kisako Kito, trading as Kisako Artworks. It sits alongside your statutory rights and does not replace them.

Changing your mind

For most online orders, you have the right to cancel within 14 days of receiving the goods. You do not need to give a reason. After telling us you want to cancel, you then have a further 14 days to return the goods to us.

To cancel, email [email protected] with your name, order number, contact details and the item or items you want to cancel. Please email us before posting anything back so we can confirm the correct return address and instructions.

You may also use the model cancellation form at the end of this policy, but you do not have to.

Returning change-of-mind items

Returned items should be unused and returned with their original packaging where possible. You may inspect goods in the same way you would in a shop, but we may reduce a refund if goods have been handled beyond what is needed to inspect them.

You are responsible for the cost of return postage for change-of-mind returns. We recommend using a postal service that gives you proof of postage.

Refunds

Once we receive the returned goods, or evidence that you have sent them back, we will refund you within 14 days using your original payment method.

Where legally required, we will refund the standard outbound delivery cost you paid for the order. If you chose a premium or upgraded delivery service, we only refund up to the standard delivery cost.

Exchanges

You can ask for an exchange when you contact us. We will offer an exchange where suitable stock is available. If we cannot offer an exchange, we will arrange a refund instead.

Faulty, damaged, incorrect or misdescribed goods

We are responsible for supplying goods that are as described, fit for purpose and of satisfactory quality. If your order arrives damaged, faulty, incorrect or not as described, contact us as soon as possible at [email protected] with your order number and photos where helpful.

Depending on the issue and the timing, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015. If the goods are faulty, incorrect, damaged or misdescribed, we will cover the reasonable cost of return postage where a return is needed.

Exceptions

The change-of-mind cancellation right does not apply to custom or personalised items made to your specifications, unless they are faulty, damaged, incorrect or misdescribed. Your statutory rights for faulty goods still apply.

Model cancellation form

To: Kisako Kito, trading as Kisako Artworks, 4 Pirin Court, 59A Brook Crescent, London, E4 9ES, [email protected]

I hereby give notice that I cancel my contract of sale for the following goods: [describe goods].

Ordered on: [date]. Received on: [date]. Order number: [order number]. Name of customer: [name]. Address of customer: [address]. Signature: [only if sent on paper]. Date: [date].