Refund & Returns Policy

Last Updated: June 13, 2026

At Kenzies of London, we take great pride in the quality and craftsmanship of our hand-painted ornaments and decorative pieces. If you are not completely satisfied with your purchase, please review the policy below.

Right of Withdrawal for Customers in the European Union

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To exercise your right of withdrawal, you must submit a withdrawal request through our online withdrawal form or contact us before the expiration of the 14-day withdrawal period.

Once your withdrawal request has been received, we will send confirmation of receipt by email.

You must return the goods within 14 days of notifying us of your decision to withdraw from the contract.

Refunds will be issued to the original payment method within 14 days of receiving the returned goods or receiving evidence that the goods have been shipped back to us, whichever occurs first.

Return Conditions

To be eligible for a return:

• Items must be returned in their original condition.
• Items must be returned with original packaging whenever reasonably possible.
• Items must not show signs of use, damage, or alteration caused by the customer.
• The customer is responsible for adequately packaging returned items to prevent damage during transit.

We reserve the right to deduct an amount from the refund if the value of the goods has been diminished due to handling beyond what is necessary to inspect the nature, characteristics, and functioning of the goods.

Return Shipping Costs

Unless the item is defective, damaged, or incorrect, the customer is responsible for return shipping costs.

We recommend using a trackable shipping service and purchasing shipping insurance for high-value items.

Kenzies of London is not responsible for items lost or damaged during return transit.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Personalized or custom-made items created according to the customer's specifications.
• Goods that have been altered, customized, or specially commissioned.
• Items damaged due to misuse, neglect, improper handling, or accidents after delivery.

These exclusions apply where permitted by applicable law.

Damaged or Incorrect Items

Please inspect your order upon delivery.

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and include:

• Your order number
• Photographs of the item
• Photographs of the packaging and shipping box
• A description of the issue

We will evaluate the claim and, where appropriate, provide a replacement, repair, store credit, or refund.

Non-EU Customers

For customers outside the European Union, returns are accepted within 14 days of delivery for items that arrive damaged, defective, or incorrect.

Returns for reasons other than damage, defect, or error are reviewed on a case-by-case basis and may be subject to approval.

Return shipping costs are the responsibility of the customer unless the return is the result of our error.

Refund Processing

Once your return is received and inspected, we will notify you regarding approval of your refund.

Approved refunds will be issued to the original payment method.

Depending on your payment provider, it may take several business days for the refund to appear on your statement.

Contact Information

For questions regarding returns, withdrawals, or refunds, please contact:

Kenzies of London

Email: info@kenziesoflondon.com

Website: www.kenziesoflondon.com