Refund policy

Returns & Refunds Policy

You have  30 days from the date of purchase to return an item. Unfortunately, we cannot process refunds or exchanges for orders older than 30 days.

Return Eligibility:

  • Items must be  unused, unopened, and in their original condition and packaging.
  • A valid  receipt or proof of purchase is required for all returns.

Return Address:
Please send returns directly to  Kenzen Ventures Limited (not the manufacturer) at:

Kenzen Ventures Limited
720 Catalyst House
Elstree, Centennial Court
Elstree WD6 3SY
United Kingdom

Order Discrepancies

  • Missing/Damaged Items: Report within  24 hours of delivery. Late claims will not be accepted.
  • Out-of-Stock Items: You will only be charged for items shipped.
  • Stock Dates: We prioritize freshness. For specific requirements, contact our customer service team.

Damaged Goods

  • If the package has  broken or missing security tape, notify us immediately.
  • Sign for damaged deliveries as  "Damaged" and contact us without delay.
  • Report damaged items within  24 hours with  photo evidence emailed to [customer service email] alongside your order details.

Non-Damaged Returns

  • Unwanted items (non-defective) can be returned within  30 days if:
    • Unopened and in original packaging.
    • Within shelf life.
  • Return shipping costs are the customer’s responsibility.

Refund Process

  1. After inspection, we’ll email you confirming approval/rejection.
  2. Approved refunds are issued to the  original payment method:
    • Card refunds: Processed within 24 hours.
    • BACS/PayPal: 3–5 business days.

Haven’t Received Your Refund?

  • Check your bank first—processing times vary.
  • If unresolved, contact your bank, then reach out to us.

Exchanges

Exchanges are only offered for  defective/damaged items. Email [customer service email] with your request. Delivery times vary by location.

Return Instructions

Order Cancellations

  • Cancel  before your order is picked to avoid fees.
  • Post-pick cancellations incur a  5% restocking fee (min. £20 ex VAT), deducted from your refund.
  • Contact customer support via email or phone (details above).