Refund policy

Unsuitable Items

If you receive your Kinalba product and are not entirely happy with it, you have the right to return it within 14 days from the date of delivery, provided that the goods are in re-saleable condition (i.e. are unworn, unwashed, are in the original condition and still have tags on). Please be aware that the customer is responsible for the shipping costs incurred in returning the item.

Due to the high value of our products, please ensure that a suitable courier or postal service is used to return the item as Kinalba does not accept responsibility for missing returned goods.

 

Faulty Items

If your Kinalba product is faulty in any way when you receive it, please contact us within 14 days of delivery and we will arrange for your product to be returned. The customer is NOT responsible for covering shipping costs when returning faulty items. 

 

Returns Labels

To start a return, you can contact us at returns@kinalba.com. Please note that all returns must be sent to: Kinalba Returns, Sinclair Duncan Textiles Ltd, Unit 1 + 2 Tweedvale Mills West, Walkerburn, Scottish Borders, EH43 6BE, UK. Before mailing, please contact us (include your name, order number and products to be returned and reason for return in the message) and we will supply you with a returns label to be included in the parcel.

 

International Customers 

Please mark your parcel and all paperwork with ‘RETURNED ITEMS’ to ensure import charges and taxes are not charged. Kinalba does not accept responsibility for payment of these charges should the customer fail to do this.

 

Refunds & Exchanges

Once we have received your return, we will offer you a refund or an exchange to the value of your purchase. In the case of unsuitable item returns, we will only refund you the cost of the goods and not the shipping charge.

If you are returning a faulty item, we will refund you the cost of the returned goods as well as the basic rate shipping charge for your order. We endeavour to refund the money back to your account within 2 working days of receiving your return.

If you have chosen to exchange the item, we will process your exchanged item within 2 working days of receiving your returned item.