Refund policy

Returns & Refunds Policy

Last updated: October 2026
Business: KINDSNOUT LTD
Contact: support@kindsnout.com

We hope you enjoy your Kindsnout garden pieces. If something is not right, please get in touch so we can help. This policy applies to purchases made directly from kindsnout.com.

1. Our 30-Day Return Window

For standard, non-personalised items, you may notify us that you wish to cancel or return your purchase within 30 calendar days, starting the day after you or your nominated recipient receives the goods. You do not need to give a reason for a change-of-mind return.

If items from the same order arrive in separate deliveries, this period starts the day after the last item is received. Please send the goods back within 14 calendar days after notifying us, unless we agree a longer period or arrange collection.

Our 30-day offer extends the usual UK statutory 14-day cancellation period for eligible online purchases. It does not limit your rights if goods are faulty, damaged or not as described. These return terms also apply to eligible items purchased at a discounted price.

2. Order Cancellations & Exchanges

If you would like to cancel or change an order, please contact us as soon as possible. We will try to help before dispatch. If the parcel is already being processed or has been dispatched, we may be unable to stop delivery, but this does not remove any applicable cancellation or return rights.

For a different size, colour or product, the usual process is to return the original item and place a new order, subject to availability. Please contact us if you need help arranging this.

3. How to Start a Return

  1. Contact us: Email support@kindsnout.com with your order number or other proof of purchase, and identify the item or items you wish to return.
  2. Receive instructions: We aim to reply within 1–2 business days with the appropriate return address and instructions. Business days are Monday to Friday, excluding UK bank holidays.
  3. Pack and return: Pack the goods securely, include your order number or return reference if provided, and keep your proof of postage.

Please contact us before posting so we can direct your parcel to the appropriate location. A return reference helps us identify your parcel, but an RMA number or our approval is not required to give a valid statutory cancellation notice.

4. Condition of Returned Goods

You may unpack and inspect an item as you reasonably would in a shop to check its nature, characteristics and function.

  • Please return the item with its supplied parts and accessories.
  • Use the original protective packaging where available, or suitable alternative packaging, particularly for ceramic, resin and other fragile items.
  • Please take reasonable care of the goods while they are in your possession.

If handling beyond reasonable inspection has reduced an item's value, we may make a deduction reflecting that loss where permitted by law. For example, extended outdoor use, avoidable damage or missing components may affect the item's value. We will explain any proposed deduction.

Reasonable unpacking or inspection does not by itself justify a deduction. Missing original packaging does not automatically remove your statutory return rights.

5. Damaged, Faulty or Incorrect Items

If your order arrives damaged, contains the wrong item, or develops a fault, please contact us as soon as reasonably possible with your order number and a brief description of the issue.

Where practical, photographs of the item and packaging can help us assess the problem and arrange a solution. Please let us know if you cannot provide photographs or no longer have the packaging; this does not automatically prevent us from helping.

Under our Safe-Arrival Guarantee, we can arrange a replacement at no extra cost for an item damaged in transit. This is in addition to any right you have to request a refund or another remedy.

UK consumers generally have a short-term right to reject faulty or misdescribed goods within 30 days of delivery and receive a refund. After that period, rights to repair, replacement, a price reduction or a refund may still apply, depending on the circumstances.

The 30-day change-of-mind window does not act as a deadline for reporting all product faults. We will handle such cases in accordance with your applicable consumer rights.

6. Return Postage & Delivery Charges

  • Change-of-mind returns: You are responsible for the direct cost of returning the goods, unless we have agreed otherwise. We recommend obtaining proof of postage and using a tracked service where appropriate.
  • Faulty, damaged, incorrect or misdescribed goods: We will cover reasonable return costs where a return is needed. Please contact us to arrange a suitable method, such as a prepaid label, collection or reimbursement.
  • Original delivery charges: When you cancel an entire eligible order within the return window, we will refund any standard outbound delivery charge you paid. Any additional amount paid for an upgraded delivery service is generally not refundable for a change-of-mind cancellation.

7. Refund Processing

For change-of-mind returns, we will issue your refund promptly and no later than 14 calendar days after receiving the returned goods or evidence that you have sent them back, whichever happens first.

If no goods were supplied, or we have offered to collect them, the applicable refund period runs from when you notify us of your cancellation.

For a refund due under your statutory rights for faulty goods, we will pay it promptly and no later than 14 calendar days after agreeing that you are entitled to the refund.

Refunds will normally be made to the original payment method, unless you expressly agree to another method. We do not charge a fee for issuing a refund. Your bank or payment provider may require additional processing time before the credit appears in your account.

8. Personalised & Bespoke Products

If we offer an item made specifically to your individual specifications or clearly personalised for you, the usual change-of-mind cancellation right may not apply. Any applicable exception will be explained before you place the order.

Choosing a standard size, colour or quantity from our available options does not, by itself, make an item personalised. An item is not automatically excluded from returns simply because it is prepared after an order is placed.

Your rights concerning faulty, damaged or misdescribed goods continue to apply to personalised products. If you wish to cancel a personalised order, contact us promptly so we can check whether the work can be stopped.

9. Return Address & Contact

The appropriate return address will be provided by email when you contact us about your return. Please follow those instructions so your parcel reaches the correct location.

Our registered office is used for business correspondence and is not our designated returns facility. Please contact us for parcel return instructions.

Email: support@kindsnout.com

10. Optional Cancellation Form

You may use the form below, or send us any other clear statement that you wish to cancel. Using this form is optional.

To: KINDSNOUT LTD
Registered office for written notices:
128 City Road
London, EC1V 2NX
United Kingdom
Email: support@kindsnout.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods:
Order number, if available:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if submitted on paper:
Date:

Delete whichever wording does not apply.

Nothing in this policy excludes or restricts your statutory consumer rights.