Return & Refund Policy

Last Updated: 22 August 2026

At Kaneez, we want you to be completely satisfied with your purchase. If you are not happy with your order, you may be able to return it in accordance with the terms below and your statutory rights under UK consumer law.

1. 14-Day Right to Cancel

If you purchase a product from Kaneez online, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.

Once you notify us that you wish to cancel, you generally have a further 14 days to send the goods back to us.

Your statutory cancellation rights do not affect any additional rights you may have if a product is faulty, damaged, not as described or does not work as expected.

2. How to Request a Return

To request a return, please contact us at:

Email: kaneez.official.store@gmail.com

Please include:

• Your full name

• Order number

• Product name

• Reason for return, if you wish to provide one

• Your preferred resolution, where applicable

Our customer service team will provide you with the appropriate return instructions.

Please do not send an item back without contacting us first, as this may delay the processing of your return.

3. Condition of Returned Items

For a change-of-mind return, products should be returned in a condition that allows us to resell them.

Where possible, please return the product:

• Unused and in its original condition

• With all original packaging

• With accessories, manuals and other included components

• Without unnecessary damage, marks or alterations

You are allowed to handle and inspect an item as you reasonably would in a shop. However, if the item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to account for any reduction in value caused by that handling.

4. Return Postage

For a change-of-mind return, the customer is generally responsible for the direct cost of returning the product unless Kaneez has agreed otherwise.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will review the issue and provide appropriate instructions.

5. Faulty, Damaged or Incorrect Products

If your product arrives damaged, is faulty, is not as described, or does not do what it is supposed to do, please contact us as soon as possible at:

kaneez.official.store@gmail.com

Please provide your order number and, where appropriate, clear photographs or videos showing the issue.

Depending on the circumstances and your statutory rights, we may offer a repair, replacement or refund.

Nothing in this policy limits or excludes your legal rights regarding faulty, damaged, misdescribed or otherwise non-conforming goods.

6. Refunds

Once your return has been received and processed, we will arrange your refund in accordance with applicable UK consumer law.

Where the statutory cancellation right applies, refunds are generally made within 14 days of receiving the returned goods or, where applicable, receiving satisfactory evidence that the goods have been sent back.

Refunds will normally be issued using the original payment method.

For a valid cancellation under the applicable distance-selling rules, the standard delivery charge paid for the original order will generally be refunded. If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option available.

7. Reduced Refunds for Unnecessary Handling

Customers may inspect products in a reasonable manner before deciding whether to keep them.

If a product has been handled beyond what is reasonably necessary to determine its nature, characteristics or functionality, the value of the refund may be affected where permitted by applicable law.

We will not make unreasonable deductions from refunds.

8. Products That Cannot Be Returned

Certain products may be excluded from the standard change-of-mind cancellation right under UK law.

Examples can include:

• Products made to the customer's specifications or clearly personalised

• Certain sealed products that cannot be returned for health or hygiene reasons once unsealed

• Perishable goods

• Other products specifically excluded by applicable consumer legislation

Where an exclusion applies, this will be communicated to customers as required.

These exclusions do not remove a customer's legal rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

9. Exchanges

If you would like to exchange an item for another product, please contact us at:

kaneez.official.store@gmail.com

Depending on the product and circumstances, we may arrange an exchange or ask you to return the original item and place a new order.

10. Late or Missing Refunds

If you have been informed that your refund has been processed but you have not received it, please:

1. Check your original payment account.

2. Contact your bank or payment provider.

3. Check whether the payment is still pending.

4. Contact us at kaneez.official.store@gmail.com if the refund still cannot be located.

We will be happy to investigate the payment status.

11. Order Cancellation Before Dispatch

If you change your mind shortly after placing an order, contact us as soon as possible at:

kaneez.official.store@gmail.com

We will try to cancel the order before it is dispatched.

However, once an order has been dispatched, you may need to follow the normal return and cancellation process.

12. Return Processing

Once we receive your returned item, we will inspect it where necessary and process the applicable refund, replacement or other resolution.

Processing times can vary depending on the payment provider and banking institution.

13. Statutory Consumer Rights

This Return & Refund Policy does not affect your statutory rights under UK consumer law.

Kaneez remains responsible for complying with applicable consumer protection requirements. We cannot exclude or restrict legal rights relating to faulty, unsafe, misdescribed or non-conforming products.

14. Contact Us

If you have any questions about returns, refunds, exchanges or your order, please contact:

Kaneez

Email: kaneez.official.store@gmail.com

We recommend contacting us before sending any product back so that we can provide the correct return instructions and help resolve your request as quickly as possible.