Returns & Cancellations

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 Returns Policies 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.

365 Day Returns:

**effective for orders placed 24th April 2024 onwards, orders placed before this date fall into our previous 30 day returns - see terms HERE**

Experience Peace of Mind with Our Industry-Leading 12 Month Returns Policy.

If you've changed your mind and not used your product, simply notify us within 60 days of getting your goods for a full refund. If you take your time and return the items after 60 days but within a year, you can swap them for something cool in stock or snag a gift voucher to use on our website.

If you're within 60 days from delivery of your item(s), to be eligible for a return  your item must be:
  1. Unused and unopened in the same condition that you received it.
  2. It must also be in the original packaging.
  3. If you are using our "60 Day Money Back Guarantee", we will ONLY able be to accept opened and assembled goods if you have complied with our 60-Day Money-Back Guarantee T&C's. This ensures that any opened or assembled product is in a clean and re-sellable condition.
We give you a generous 60 days to assemble your purchase as a 'trial', but you must conform to our terms. If you follow the terms, and the purchase doesn't meet your needs, the order can be returned for a full refund!!!
For full details on the Money-Back Guarantee, click here

 
If you purchased more than 60 days ago:
After 60 days, you cannot return the product to us for a refund, and it can only be exchanged or a credit voucher can be offered.
All Khyam products (from 2020 onwards) are protected with a lifetime warranty.
 
Please see our Warranty page for more information
 
Returning items to us:
  • Items must be returned in original packaging
  • When returning faulty items to us (self-return) you may be able to claim back your return postage costs up to a maximum of £8.00 per parcel. To be eligible to reclaim you will need to contact us by email before returning any item to obtain prior authorisation
  • For larger items we may choose to arrange a courier collection from you or send you a free post label by email if appropriate
  • For international returns you will be responsible for any customs duties, VAT and import charges for non-fault returns. For faulty goods returns and exchanges you must obtain authorisation before returning any items - items must be clearly marked as "RETURNED GOODS-FAILED SALE" or "FAULTY GOODS RETURN" with zero value in order to avoid customs duties and taxes on returned items. Khyam (UK) Ltd will not be liable for any charges, duties or taxes resulting from unauthorised or incorrectly handled returns and items requiring payment to clear customs may be refused
  • Do not return goods without first filling out a returns form, as your return may be rejected
  • Please, where possible, include any paperwork/copy of order etc. in with your return
  • You are responsible for returning the item back to us - please notify us before returning any item
  • Additional postage charges may be required on an exchange
Please complete a returns form below and our team will get back to you asap.

Return Form

Return Address
Khyam (UK) Limited
10 Westleigh Business Park
Winchester Avenue
Blaby
Leicestershire
LE8 4EZ
 
 

Faulty Goods:

If you suspect your new item has a fault, or is damaged from the box, you
will need to submit a Warranty Claim, along with pictures of the issues.
If you report a fault to us within 60 days of delivery of your item, we can offer a full refund or a like-for-like exchange.

After the 60-day window has expired, we are only able to offer a repair or replacement (if a repair is not possible) (Inline with CRA2015)

To submit a claim and for more details, click here