Returns & Refunds

Our returns process is designed to give customers a clear route to a lawful remedy while protecting the store from avoidable costs, unauthorised returns, duplicate refunds and unsupported claims. Nothing in this policy removes rights that cannot legally be excluded.

Start every return with us

Before sending an item anywhere, contact us at support@shopkydara.com and obtain return instructions. Returns sent without authorisation, to an address printed on packaging, or to an address not confirmed by us may be delayed, refused or excluded from reimbursement of postage where the law permits.

Change-of-mind cancellation

For most goods purchased online, a consumer may notify us of cancellation within 14 days after receiving the goods, without giving a reason. After notifying us, the goods must normally be returned within a further 14 days.

Unless we agree otherwise or the law requires us to pay, the customer bears the direct cost of a change-of-mind return. International return postage can be significant. Where appropriate, we may offer an alternative such as a partial refund without return, but the customer is not required to accept an alternative in place of a statutory remedy.

Condition and permitted inspection

The customer may inspect the goods as they reasonably would in a physical shop. We may make a lawful deduction for diminished value where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Accessories, manuals, protective parts, gifts and components supplied with the product should be returned. Missing parts, avoidable damage, signs of installation, contamination, account locks or removal of identifying labels may affect the available remedy where legally relevant.

Faulty, damaged, incorrect or incomplete goods

Contact us as soon as reasonably possible. Reporting visible transit damage or an incorrect item within 48 hours helps preserve delivery evidence, but this operational request does not remove statutory rights that continue to apply.

We may request proportionate evidence such as photographs, a short video, packaging images, the delivery label, serial numbers, error messages, compatibility details or troubleshooting results. The item and packaging should be retained until the claim is resolved.

Depending on the facts and applicable law, the solution may include troubleshooting, supply of a missing part, repair, replacement, price reduction or refund. We determine the appropriate operational route after reviewing the available evidence, subject always to any remedy the law gives the customer the right to choose.

Compatibility and installation

A product is not automatically faulty because it is incompatible with equipment, software, sockets, voltage or accessories where the relevant requirement was clearly stated or could reasonably have been checked before purchase. We will nevertheless review whether the product description was sufficiently clear and whether a statutory remedy applies.

Damage caused by misuse, unauthorised modification, unsuitable power supply, incorrect installation, liquid, impact, excessive wear or failure to follow safety instructions is not treated as an inherent product defect unless evidence shows otherwise.

Exceptions to change-of-mind returns

Legal exceptions may apply to personalised or made-to-order goods, sealed goods that become unsuitable for return for health or hygiene reasons once unsealed, perishable goods and digital content supplied under the relevant consent conditions. Rights relating to faulty or misdescribed goods remain unaffected.

Refund timing

Refunds are issued to the original payment method. For cancellation returns, we may withhold the refund until we receive the goods or reliable evidence that they were sent back. Where required, we refund the cost of the least expensive standard outbound delivery option offered by us, but not the additional cost of an upgraded delivery method selected by the customer.

Payment institutions may take additional working days to display an approved refund. We do not reimburse unauthorised postage, avoidable premium postage, packaging services or costs caused by sending goods to an unapproved address, except where the law requires otherwise.

Duplicate recovery and chargebacks

A customer must not obtain or attempt to obtain more than one recovery for the same loss. If a refund, replacement, payment dispute, insurance claim or other recovery process is already active, the customer must tell us. We may provide evidence to a payment institution and pause a voluntary resolution while duplicate proceedings are reviewed.

False or misleading claims

Evidence must relate to the actual product and order. Altered, reused or deliberately misleading evidence may result in rejection of a non-statutory claim, cancellation of unaccepted orders, account restrictions and recovery of losses where legally available.