We hope you will love everything that you order from us, but if something isn’t quite right, you have 15 days to return it.

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we cannot offer you a refund. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

As a small, independent business, we do not offer a free returns service so please read product descriptions carefully and if in doubt, please email us at info@houseofkanzi.com to discuss the suitability of products to satisfy your needs – we’re always very willing to help. All goods are carefully checked and sometimes photographed prior to posting to ensure that they are in perfect condition when they leave us. Every care is taken with packaging to ensure that your order arrives in prime condition. If you have a complaint, please contact us by e-mail immediately and always within 48 hours of receipt of the goods: info@houseofkanzi.com. If goods are damaged, please send a photograph of the goods still in their packaging upon receipt to: info@houseofkanzi.com

To return your product, please send it to:

Customer service
House of Kanzi
8 Goonvrea
Truro
TR3 7PN

Non-returnable items

For hygiene reasons, we cannot accept returns of any pierced jewellery.

Any item not returned in its original condition will not be eligible for a return.

Any item that has been damaged will not be eligible for a return.

Any item that is returned more than 15 days after delivery, will not be eligible for a return.

 

SALE ITEMS:

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Handmade items disclaimer

All of our products are handmade in sometimes remote and rural corners of Africa. Although every effort is made to create only the best product, there may be natural blemishes, bumps, tears and curves in some places, as well as patches of dirt that can be sometimes noticed.  These should not be misconstrued as flaws, but are what make each handmade product, charming and unique. By purchasing this product online, you agree with this disclaimer.

If you would like to see more photos or learn more about the handmade product prior to purchasing online, please contact us via email on info@houseofkanzi.com, with the product name. We aim to respond within 2 days.

 

Your responsibility and our liability:

Please be aware that whilst you are deciding whether to retain your purchase, you do have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safe and sound at our warehouse.

You can receive a full refund assuming you send the item and its original packaging back in perfect condition along with tags and labels and your original receipt.  You will receive a refund in full by the same method as you paid. The refund will exclude your original postage costs.

We reserve the right to inspect all goods that are returned to us, so please do not damage the goods or the packaging whilst you inspect them or try them on for size.  Please ensure also that the product is not used outside under any circumstances.

Once we have received the product(s) in their original packaging, a refund will be credited to the payment card account within 14 days.  Please note that it may take up to 14 days for your bank to credit your account.  In these circumstances, we cannot take responsibility for any bank charges that you may incur.

Please be aware that we do not accept liability for any goods that do not reach our warehouse after posting.  It is therefore advised that you retain the proof of postage on any goods returned.  In the event that damage has been caused to the product, we reserve the right to refuse a refund or exchange.

Where goods are returned not in their original packaging or where packaging has become damaged, we reserve the right to refund you in full, less any deductions due by way of compensation for any damage that may have been caused.

Faulty or damaged goods

If you make a purchase online, but find when you receive your purchase it is either faulty or damaged, then you have from the date of receipt up to 15 days to reject the goods and return it to our warehouse to receive a full refund.

In these circumstances we will pay for any postage costs incurred by you upon receipt of the faulty goods.

Returning goods outside of the returns period

If you return your purchase by post after the periods outlined above, (with the exception of faulty or damaged goods) we reserve the right not to offer you a refund in full.

House of Kanzi consider the return period of 15 days sufficient for customers to inspect the items for any faults and thus to accept them.

Should your items become faulty once the return period has elapsed and the items are within the one year warranty period, we will either repair or replace the items, at our discretion.

Discrepancies with your order

If there are any discrepancies with your order, you must notify us as soon as possible. If you have been shipped the incorrect goods then please do accept our apologies. Please follow the Exchange & Returns Procedure and on receipt of your order, we will offer an exchange or refund.

Any replacements will be sent to you at no extra cost to yourself.  Please allow up to 14 days for your refund to be processed.

Proof of Purchase

No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.

Your Statutory Rights

If you are a UK or EU customer, in addition to our Returns or Exchange Procedure, you have fourteen 14 days (beginning the day after receipt of the goods) to cancel your purchase order under the Distance Selling Regulations.

These legal rights do not apply to non-EU customers.

Our refund policy does not in any way affect your statutory rights in respect of faulty or damaged goods.