Returns & Cancellations - pre 24 April 2024

We make products that make you want to Invest in Adventure, and if they don’t, we want to know about it. Whether the product is no longer required, is faulty or has suffered damage, we're here to help. So, we've broken down our 30-Day Return Policy to ensure it is as user-friendly as possible.

Cancelling an order:

Orders are processed very quickly, so if you wish to cancel an order, you must inform us as soon as reasonably possible by emailing sales@khyam.co.uk. We are only able to confirm cancellation should you contact us prior to dispatch. Should the order be sent before you contact us, then we will try to redirect the order back to ourselves, however we are unable to guarantee a redirect once in the courier network, if the order is delivered you will need to arrange returning the order - See below.

Returns

If you have purchased within the last 30 days:
If you have ordered from us in the last 30 days, and you want to return, you can so long as the product is unused and in the original packaging. We can offer a refund or exchange the product for another model. An additional payment or reimbursement may be applicable depending on the model you exchange for.

We are not able to refund or replace a product if it has been damaged (not a manufacturer fault) or is not in a re-sellable condition. This includes dirty, damp or mouldy products and products with missing parts.

If you are returning the product because you have changed your mind, you are responsible for returning the item to us

30-Day Money-Back Trial Pitch:

We give you 30 days to assemble your purchase as a trial, if the purchase doesn't meet your needs, the order can still be returned if you have met the criteria outlined on the page below -

30-Day Money-Back Guarantee

Please complete a returns form, our team will get back to you asap and provide a returns reference (returns sent without submitting a claim or missing a returns reference will be rejected)

RETURN FORM

 

If you have purchased more than 30 days ago:

After 30 days, you cannot return the product to us unless there is a fault with the product (a manufacturing fault).

All Khyam products (from 2020 onwards) are protected with a lifetime warranty.

Please see our Warranty page for more information

 

T&C's

Terms and Conditions:
All products are supplied by Khyam (UK) Ltd. All products branded as Khyam are designed and supplied by Khyam (UK) Ltd and all prices are inclusive of Value Added Tax (VAT).

These terms and conditions are set out on the basis on which you can use our website and order items from Khyam (UK) Ltd. By ordering goods from Khyam you are deemed to have understood and accepted these terms. The supplier of goods featured is Khyam, a trading name of Khyam (UK) Ltd. Registered office Khyam (UK) Ltd, 10 Westleigh Business Park, Leicester, LE8 4EZ. Company Registration number 12278425.

Collections. If you are asking us to collect your item, it must be in its original packaging. You are responsible for the safe transport of the goods back to us and we can't be held responsible for any damage to the packaging or contents if it isn't within our approved packing. For further details, see collection conditions here

Cancellation. You have a legal right to cancel a Contract under the Consumer Contracts Regulations 2013 within 14 days of receipt of the Products. However, we have extended that right to 30 days from receipt of the Products as outlined above - Items must be unused, unopened and in original packaging, unless taking part in the 30-Day Money Back Trial Pitch.

Delivery costs are stated at the time of purchase. If you purchase anything as a pre-order, then the price stated is to be paid prior to delivery. Purchases from Khyam will be charged the day the goods are dispatched. Delivery arrangements are made at the same time.

All restocking dates are approximate. Pre-order dates are approximations, but we will always endeavour to have them as close as possible. Your order for goods is accepted, and a contract is formed between Khyam (UK) Ltd and you when we dispatch the goods you have ordered, not before. A contract is not formed at the point in time payment is taken from you by Khyam, nor at the point in time that you receive an order confirmation from Khyam. Until the goods are dispatched the order may not be accepted by Khyam but may be cancelled by you. 

Delivery charges. Delivery rates are charged depending on the weight of the order. Our standard 3-5 day delivery is free to a UK Mainland (not Scottish Highlands or Islands) address if the product amounts to at least £100.00. The express 1-2 day UK delivery and UK Next Working Day Delivery is chargeable. Delivery fees for international orders are charged depending on location and the weight of the order. The estimated delivery dates are provided to you in checkout.

Receiving goods. All goods should be received in perfect condition, however, if your goods arrive and appear faulty or damaged, you must advise us of this within 3 days of receipt. This includes any items that are missing unless otherwise stated on the delivery note included on/in the parcel. We always recommend customers try their product before its first use, to ensure all is in perfect condition and working order. Products must be tested on clean ground so not to dirty the product. We will do everything to ensure your order arrives on time and intact but do not accept any responsibility for additional expenses occurred due to late or incomplete deliveries.

Refunds. Once we have received your return, we have 14 days to process your refund. Refunds are reimbursed back to your original method of payment. We reserve the right to deduct the refund total for collection fees, non-delivery fees, delivery fees and damage caused in transit due to improper packaging.

Online specifications. Every effort it made to ensure product specifications given on this website are correct at the time of going to print. However, technical data, dimensions, weights and digraphic floorplans serve as a guide only. Product specifications can change, and, in such instances, we’ll do our very best to inform you when placing your order. No guarantee is given or implied that goods will confirm in absolute detail to the description or illustrations published. Images online are for illustration purposes only, and the product you receive may have differences, please refer to the description, features or technical data. Image differences cannot be used as a reason for return if outside the terms of the 30 day money back guarantee. Please see details at the top of this page.

These terms and conditions do not affect your statutory rights as a customer. Our agreement with you is based upon English law and the laws applicable to this agreement are the laws of England and Wales.

Company Registration Number 12278425
VAT no. GB 334 635 992