Returns and Refunds Guarantee

If you are unhappy with your product then we will offer you a refund, exchange or replacement. We are pleased to offer our returns policy in addition to your statutory rights.

Returns

Please notify us by telephone 0117 903 0444 or e-mail at shop@kwmc.org.uk if you would like to return an item.

To be eligible for a refund, your item must be returned within 10 working days of receipt, or 14 working days if abroad. Over the Christmas period (orders placed between 1st December - 23rd December) we allow 28 days.

Your item must be unused and in the same condition that you received it. It must also be in the original packaging. We will refuse products if they smell of nicotine.

If the goods are not faulty the customer will be liable for return postage.

Returns should be sent to: Knowle West Media Centre, Leinster Avenue, Knowle West, Bristol, BS4 1NL.

If you are returning an item to us that costs over £30, you should consider using a trackable service or purchasing postal insurance. All successfully returned items will be credited to the account used to originally purchase the items, less any taxes or import duties incurred within 28 days. The original shipping charges will not be refunded.

No refund or exchange will be given on donations.

No refund or exchange will be given on personalised products unless they are faulty.

All sale and reduced-priced items are final sales and non-returnable.

In the interests of hygiene and for your protection we do not accept returns of, or refunds on, pierced earrings or jewellery sets containing earrings or body jewellery unless the items are of unsatisfactory quality or unfit for purpose.

Damaged, Lost & Faulty Goods

All items are quality controlled and checked for any faults before they are dispatched to you. 

Should your order not arrive or you receive an item that is not in perfect condition, please contact us immediately by e-mail at shop@kwmc.org.uk or by phone on 0117 903 0444 (Monday to Friday, 9am-6pm). Damaged items must be reported to us within 7 days of the delivery date. 

If your order does not arrive or arrives damaged, we will replace the goods to an equal value or offer a full refund after a full investigation has been carried out with the shipping carrier, normally within 14 days of you notifying us.

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.