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.

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

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 60 days from receipt of the Products as
outlined above - Items must be unused, unopened and in original
packaging, unless taking part in the 60-Day Money Back Trial Pitch.

For more details click here

Returns

- Change of Mind - effective 24th April 2024

Our policy lasts 365 days. If 60 days have gone by since your item was
delivered, unfortunately, we can’t offer you a refund, only an exchange or voucher

If you are within 60 days from delivery of your items, to be eligible for a return or exchange, your item must be -
- Unused and unopened in the same condition that you received it.
- It must also be in the original packaging 

We are ONLY
able 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
product is in a clean and re-sellable condition

For full details on the Money-Back Guarantee, click here

- Change of Mind - pre 24th April 2024

Our policy lasts 30 days. If 30 days have gone by since your item was
delivered, unfortunately, we can’t offer you a refund.

If you are within 30 days from delivery of your items, to be eligible for a return or exchange, your item must be -
- Unused and unopened in the same condition that you received it.
- It must also be in the original packaging 

We are ONLY
able to accept opened and assembled goods if you have complied with our
30-Day Money-Back Guarantee T&C's. This ensures that any opened
product is in a clean and re-sellable condition

Non-returnable items:
- Gift cards

To submit a return, please submit a Returns Form via our Returns & Cancellations page here

-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 exchange for your product.
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

Refunds (if applicable)

Once your return is received and inspected, we will email you to notify
you that we have received your returned item. We will also notify you
of the approval or rejection of your refund.
If you are approved,
then your refund will be processed, and a credit will automatically be
applied to your original method of payment, usually within 14 days.
There are certain situations where a refund may be rejected or only a partial refunds offered (if applicable)

- Any item not in its original condition, is damaged or missing parts
for reasons not due to our error (this includes if the product has been
erected outside the 60-day money-back guarantee T&C's)
- Any item that is returned more than 60 days after delivery
-Deduction of any return costs or fees (if we arrange collection)

Late or missing refunds (if applicable)
From
receiving your refund confirmation email, refunds are usually instant,
however on occasion refunds can take up to 14 working days to appear on
your account depending on your payment method.
If 14 days have
passed, you still haven't received the refund and have checked with your
bank, then get in touch, and we can assist - sales@khyam.co.uk


Gifts
If
the item was marked as a gift when purchased and shipped directly to
you, you’ll receive a gift credit for the value of your return. Once the
returned item is received, a gift certificate will be mailed to you.


If the item wasn’t marked as a gift when purchased, or the gift giver
had the order shipped to themselves to give to you later, we will send a
refund to the gift giver, and they will find out about your return.

Shipping
-Postage on orders for unwanted returns is non-refundable
-when
returning an item, we can arrange a collection on your behalf if you
prefer, a cost for this will be advised on completion of a return's
form, any collection costs will be deducted from any refund due to you.
-If you return yourself, you will be responsible for paying for your own shipping costs for returning your item.

-If you are shipping an item over £75, you should consider using a
trackable shipping service or purchasing shipping insurance. We don’t
guarantee that we will receive your returned item.

Pre-order dates are approximations, we will always endeavour to have them as close as possible, however they may be subject to change.
In the event of a delay, our Customer Service team will contact to advise, at which point you can change the order if you require.

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.

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.

All you need to know about receiving your goods

We want Khyam Tents and Awnings to be available to all no matter where
you are. So we provide affordable, convenient and quick worldwide
delivery.
We aim to dispatch all orders as quickly as possible and
usually orders would be sent out very quickly, there may however be
occasions - such as during large sales where there is a delay in
processing orders.

For more information, see our delivery information page here

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.