Refund policy

Last updated: October 23, 2026

Change-of-mind cancellations for UK online orders

If you change your mind, tell us within 14 days after the day you receive your order. You then have a further 14 days to send the goods back.

You may handle the goods as you would in a shop to inspect them. Please take reasonable care of them while they are with you. Original packaging is helpful but is not an absolute condition of exercising your cancellation rights. We may make a deduction from the refund if handling beyond what is necessary to inspect the goods has reduced their value.

How to return a change-of-mind order

Email hk@kimex-group.com with your order number and your decision to cancel. We will provide the authorised return address and instructions. Do not send returns to our legal mailing address.

Unless we agree otherwise or the goods are faulty, damaged or not as described, you are responsible for the direct cost of returning a change-of-mind order.

Change-of-mind refunds

For an eligible cancellation, we will refund the amount paid for the returned goods and the cost of our least expensive standard delivery option. We do not have to refund any extra amount paid for a more expensive delivery option.

We will issue the refund to the original payment method without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you sent them back. If you return part of a discounted order, the refund will reflect the amount actually paid for the returned item after the discount.

Faulty, damaged or misdescribed goods

Your rights for faulty, damaged or misdescribed goods are separate from the change-of-mind cancellation right above. Goods must be of satisfactory quality, fit for purpose and as described.

If goods are faulty or not as described, UK consumers generally have a 30-day short-term right to reject them for a refund. After that period, you may be entitled to a repair or replacement and, if that remedy is unavailable or unsuccessful, a price reduction or a further right to reject, as provided by law. These rights can continue beyond 30 days.

Email hk@kimex-group.com with your order number and details of the problem. A photograph may help us assess damage, but providing a photograph and reporting within 14 days are not conditions of your statutory rights. We will bear the reasonable return cost where the goods are faulty, damaged on arrival or not what you ordered.

Nothing in this policy limits or excludes your statutory rights.